A new study from Cisco reveals that agentic artificial intelligence (AI) is on the verge of fundamentally transforming the way businesses deliver customer service and support. According to the research, which surveyed nearly 8,000 business and technical decision-makers across 30 countries, agentic AI is expected to handle a staggering 68% of all customer service and support interactions with technology vendors by 2028. This shift promises not only to improve efficiency and productivity but also to redefine the very nature of customer experience in the digital age.

What Is Agentic AI?

Agentic AI represents a new generation of artificial intelligence systems that go far beyond traditional automation or basic chatbots. These AI agents are designed to act autonomously, possessing memory, contextual awareness, and the ability to independently take actions or make recommendations to achieve specific outcomes. Unlike earlier AI solutions that simply followed rules or scripts, agentic AI can learn from its environment, reason, and adapt with minimal human oversight.

This means agentic AI can handle complex tasks such as diagnosing and resolving network misconfigurations, proactively identifying issues before they impact customers, and delivering highly personalized support experiences. The result is a smarter, more responsive, and more resilient IT environment that benefits both vendors and their customers.

Accelerated Adoption and Demand

The Cisco study highlights a staggering pace of adoption for agentic AI in customer service. Within the next 12 months alone, 56% of customer interactions are expected to be managed by agentic AI—a figure that will climb to 68% by 2028. This rapid transformation is being driven by the increasing complexity of IT environments and the growing expectation for seamless, always-on support.

Furthermore, as AI continues to transform the workplace, intelligent agents are increasingly capable of executing tasks autonomously around the clock. This shift means that business operations are no longer confined to traditional office hours—AI-driven processes and workflows can run continuously, responding to customer needs, processing data, and making decisions in real time. As a result, the expectation for “always on” support is rising. Customers, partners, and employees now anticipate immediate assistance and rapid problem resolution, regardless of the time of day. To meet these demands, organizations will need to invest in robust support systems that leverage AI-powered chatbots, virtual assistants, and automated help desks. These solutions can provide seamless, 24/7 support, ensuring that issues are addressed promptly and services remain uninterrupted. Ultimately, the integration of always-on AI support will become a critical differentiator for businesses seeking to deliver exceptional experiences and maintain a competitive edge in the digital economy.

Transformational Benefits

The benefits of agentic AI are not just theoretical; they are already being realized by organizations that have begun to implement these solutions. According to the study, 93% of respondents believe that agentic AI will enable more personalized, proactive, and predictive services. This means that support teams can anticipate customer needs, resolve issues before they become problems, and provide tailored recommendations that drive better business outcomes.

Agentic AI is also seen as a powerful tool for improving IT productivity. By automating routine tasks and providing intelligent insights, agentic AI frees up human professionals to focus on higher-value activities such as strategic planning, innovation, and relationship-building. The result is a more efficient, agile, and competitive organization.

Human Connection Remains Critical

Despite the clear advantages of AI-driven support, the study underscores the enduring importance of human connection in customer experience. An overwhelming 96% of respondents said that human relationships remain very important when interacting with B2B technology partners. Customers want the efficiency and speed of agentic AI, but they also value empathy, trust, and personalized attention that only humans can provide.

The optimal customer experience, according to the research, will be one that seamlessly blends the capabilities of agentic AI with the unique strengths of human professionals. This hybrid approach ensures that customers receive the best of both worlds: fast, accurate solutions powered by AI, and meaningful, empathetic interactions with knowledgeable experts.

Governance and Ethics Are Paramount

As organizations embrace agentic AI, they are also acutely aware of the need for robust governance and ethical standards. Nearly all respondents—99%—insist that technology vendors must demonstrate transparency, security, and a commitment to eliminating data bias in their use of AI. This means being clear about how AI systems make decisions, protecting customer data, and ensuring that AI-driven solutions are fair and unbiased.

Ethical considerations are not just a matter of compliance; they are essential for building trust with customers and maintaining a positive reputation in the marketplace. Vendors that can demonstrate strong ethical leadership in AI are likely to win the loyalty and confidence of their customers.

Strategic Differentiation

The study makes it clear that agentic AI is not just a technological upgrade—it is a strategic differentiator. 81% of respondents predict that vendors who successfully implement agentic AI will gain a significant competitive edge. As customer experience becomes a key battleground in the digital economy, organizations that can deliver AI-powered, human-centered support will stand out from the competition and drive long-term growth.

Implications for Technology Vendors

The findings of the Cisco study send a clear message to technology vendors: the time to act is now. Organizations are demanding more intelligent, responsive, and scalable support solutions, and those who fail to keep pace risk losing customers and falling behind their peers.

To succeed in this new era, vendors must invest in agentic AI capabilities, build robust governance frameworks, and prioritize the human elements of customer experience. This means not only deploying advanced AI systems but also training support teams to work alongside AI agents, fostering a culture of innovation, and communicating transparently with customers about how AI is being used.

The Future of Customer Experience

Cisco’s research paints a compelling vision for the future of customer experience—one in which agentic AI and humans collaborate seamlessly to deliver exceptional outcomes. In this future, customers enjoy interactions that are tailored, proactive, and predictive, while support professionals focus on complex problem-solving and relationship-building.

Ethical considerations and transparent governance are foundational, ensuring that AI-driven solutions are trustworthy and fair. As agentic AI matures, the next three years will be pivotal in determining which organizations can deliver on the promise of AI-powered, human-centered customer experiences.

Agentic AI is set to revolutionize customer experience, offering unprecedented levels of efficiency, personalization, and predictive support. However, the path forward requires more than just technological innovation. Organizations must also maintain a steadfast commitment to human connection and ethical governance. The winners in this new era will be those who move quickly, responsibly, and transparently to blend AI efficiency with the irreplaceable value of human relationships—delivering customer experiences that are not only smarter, but also more meaningful and trustworthy.

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