Agentic AI, a category of artificial intelligence that enables systems to operate with minimal human oversight, is expected to revolutionise customer interactions.
The Cisco-sponsored study, The race to an agentic future: How agentic AI will transform customer experience, projects that by 2028, 68% of customer service and support interactions with technology vendors will be handled by agentic AI. This shift signals a significant transformation in how organisations operate in the increasingly complex IT landscape.
The study involving 7,950 global business and technical decision-makers, highlights the growing reliance on technology vendors. With 92% of respondents believing that the support and services they receive are more critical than ever, this shift underscores the mission-critical nature of customer experience in the AI era.
Cisco’s findings indicate that 56% of customer interactions could be managed by agentic AI within the next year, putting pressure on vendors to adapt quickly.
Liz Centoni, Cisco’s EVP and chief customer experience officer, stated, “With agentic AI reaching a new level of maturity, we’re closer than ever to solving persistent customer pain points in enterprise environments.” By automating routine tasks and addressing common issues such as network misconfiguration, agentic AI can lead to smarter, more secure networks, ultimately enhancing productivity.
Despite the rise of AI, the research reveals that 89% of customers still value the human touch in their interactions. While AI can streamline processes and improve efficiency, the importance of human relationships in B2B technology partnerships remains irreplaceable. A remarkable 96% of respondents emphasised the significance of maintaining human connections in support and service interactions.
As organisations increasingly turn to AI, the need for robust governance becomes paramount. 99% of respondents agree that technology partners must demonstrate ethical AI use, and 81% believe that vendors should share their vision for AI-led customer experiences. This commitment to transparency is essential for maintaining trust and customer loyalty.
The potential benefits of agentic AI extend across the technology lifecycle, with over 80% of respondents identifying opportunities in customer support, technology strategy, and operations. The anticipated improvements in IT productivity, time savings, and cost efficiencies position agentic AI as a game-changer in the sector.
As the demand for enhanced customer experience grows in Asia, technology leaders must embrace the transformative potential of agentic AI. Those who adapt swiftly and ethically will not only improve operational efficiency but also strengthen customer relationships, ultimately gaining a competitive edge in the market.
