A recent global report by Cisco projects that agentic AI will manage 68% of all customer service interactions by 2028. This indicates a growing trust in AI's capability to deliver personalized and proactive customer experiences.
The Cisco report, which surveyed nearly 8,000 business and technical decision-makers across 30 countries, also suggests that 56% of customer service interactions are expected to be managed by AI within the next 12 months. This shift is driven by businesses aiming to scale operations amidst increasing IT complexity.
Cisco's research underscores a move towards AI-driven chatbots and intelligent automation systems, with organizations viewing customer support as crucial for their success. This is propelling the adoption of AI to streamline workflows and bolster cybersecurity. The report highlights that customers want to combine the efficiency of agentic AI with human connection to optimize customer experience.