By 2026, 68% of customer service interactions with technology vendors are expected to be handled by agentic AI. This groundbreaking shift is highlighted in a recent global study by Cisco, which surveyed 7,950 decision-makers across 30 countries. The research not only forecasts a rapid adoption of agentic AI but also underscores its potential to transform customer service into a more personalized, proactive, and predictive experience.
Key Findings from the Study:
- 92% of organizations recognize the increasing importance of vendor support as IT complexity grows.
- 93% of respondents believe agentic AI will deliver more personalized and predictive services.
- Despite the rise of AI, 96% of participants still value human interaction in B2B technology partnerships.
- 99% of respondents emphasize the need for strong governance in the ethical use of AI.
Liz Centoni, EVP & Chief Customer Experience Officer at Cisco, highlights the potential of agentic AI to resolve persistent network issues, thereby enhancing team productivity and creating smarter networks. Cisco is at the forefront of integrating agentic AI into its customer experience function, leveraging its extensive data and industry expertise to offer highly tailored services.
81% of those surveyed agree that technology vendors who successfully implement agentic AI will gain a significant competitive edge in the market. This study serves as a call to action for vendors to accelerate their AI strategies to meet the evolving demands of customer service.
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