AI agents today are helping businesses in responding to issues to actively prevent them. With rising expectations for speed and personalization, companies are using AI to work faster, smarter, and more efficiently. A recent survey by Kapture CX reveals a noticeable trend, AI agents are now a core part of the customer service journey. About 66% of businesses are either already using AI agents or are planning to do so within the next six months. This proves that AI is not an upcoming concept but an essential tool for improving CX. Yet, despite the rapid adoption, some companies still face challenges in this transformation.
Adoption Across the Board
The Kapture CX survey categorizes companies based on how far they have integrated AI into their operations. The businesses fall into four distinct groups:
Innovators (33%): These companies are already using AI agents to handle real-time customer interactions. They are refining their processes, using AI to assist in performance tracking and coach teams effectively.
Fast Followers (33%): These businesses are working hard to implement AI. They’re testing proof of concepts (PoCs) and developing workflows for chatbots and voice bots to be fully integrated.
Planners (14%): These businesses have plans for AI but are still in the early stages. They’re aligning their teams and figuring out budgets, with no execution yet underway.
Laggards (19%): A significant portion of companies haven’t prioritized AI adoption. This group faces barriers like outdated systems, risk aversion, and lack of clarity on AI’s value.
It is clear that the majority of businesses are at least thinking about AI.
AI Agents Are No Longer a “Future Tech”
Kapture CX’s survey results reflect a significant shift in how businesses view AI. While 66% of respondents are either already using AI agents or plan to do so soon, it is evident that AI is no longer something for the distant future. The survey highlights how companies are no longer just exploring AI—they are implementing it in their customer service operations right now.
The split between early adopters and those catching up is narrowing. More companies are adding AI to their roadmaps, and that is accelerating the movement toward more effective, autonomous customer service systems.
Challenges Still Remain
While AI adoption is on the rise, Kapture CX’s survey points out that nearly 19% of companies still have not considered AI a priority. There are valid reasons for this reluctance, some companies struggle with legacy systems that do not easily integrate with AI, while others are concerned about the cost or unclear return on investment. These companies are falling behind in the AI race, potentially missing out on the benefits of streamlined operations and enhanced CX.
The Role of Agentic AI
Kapture CX highlights the power of Agentic AI—the next step in the evolution of customer service. Agentic AI does more than simply respond to questions. It acts. AI agents can autonomously manage refunds, resolve inquiries, and take actions without needing a human in the loop. This dramatically improves efficiency and eliminates delays, something traditional systems often struggle with.
Gaurav Juneja, Chief Revenue Officer of Kapture CX, pointed out, “It’s no longer about automating responses. With Agentic AI, we’re talking about systems that solve problems in real time. This proactive approach helps brands build customer trust and loyalty.”
Why the Early Adopters Have an Advantage
For companies that have already embraced AI, the advantages are clear. AI agents handle repetitive tasks, reduce human error, and keep customers informed, which results in a better overall experience. Businesses using AI are positioned to see improvements in both customer satisfaction and operational efficiency. The survey shows that those who act early are creating a competitive advantage.
In fact, many businesses are already seeing significant cost reductions like automating high-volume queries, decreasing ticket resolution times, and reallocating human resources to higher-value tasks.
Moving Toward Proactive Support
Perhaps the biggest change AI brings is the shift from reactive to proactive customer service. Traditional models rely on customers reaching out with their problems. AI, on the other hand, anticipates customer needs and addresses issues before they escalate. This is a major shift that is changing how businesses handle customer service. For example, voice agents can confirm cancellations, suggest rescheduling options to reduce associated costs, and send outbound notifications and alerts to manage expectations, all without human intervention.
AI agents also offer the flexibility to scale support without overwhelming human agents, which is especially useful during peak times when customer requests skyrocket.
Beyond just handling queries, AI agents now operate as co-pilots—guiding human agents in real-time with contextual suggestions, speeding up resolution, and even helping with conversation analytics and quality audits. This dual-role capability empowers agents while improving service accuracy and consistency.
Road Ahead– Kapture CX’s survey shows that AI is no longer a futuristic idea—it is already a key part of customer service. However, businesses that have not yet adopted AI are missing out on the full potential of this technology. The survey clearly indicates that AI agents are a necessity and businesses must improve their CX.
