A recent study by Cisco indicates that agentic artificial intelligence is poised to handle 68% of customer service interactions by 2028, marking a significant shift in how businesses engage with their clients. The research, which surveyed 7,950 business and technical decision-makers across 30 global markets, highlights the growing reliance on AI to deliver personalized, proactive, and predictive customer support.

Agentic AI refers to systems capable of autonomous decision-making and action, enabling more efficient and tailored customer interactions. According to the study, 93% of respondents believe that agentic AI will empower B2B technology suppliers to offer enhanced services, leading to improved productivity and cost savings.

The envisioned future includes scenarios where customers no longer need to repeat information to different support agents, as AI systems will have the capability to anticipate and resolve issues before they arise. This level of service aims to meet the increasing expectations of customers for seamless and efficient support experiences.

Despite the advantages of AI, the study underscores the continued importance of human interaction in customer service. An overwhelming 96% of participants emphasized the value of human relationships when dealing with B2B technology partners. This sentiment suggests that while AI can handle routine tasks, human agents remain crucial for complex or sensitive issues, ensuring a balanced approach to customer engagement.

The research also highlights the necessity for responsible AI implementation. A significant 99% of respondents stressed the importance of robust governance frameworks to ensure ethical use of agentic AI. Key concerns include transparency, security, and the elimination of data bias, reflecting a demand for AI systems that are not only efficient but also trustworthy and fair.

As organizations prepare for this AI-driven transformation, they must invest in technologies that support agentic AI capabilities while also developing strategies to maintain the human elements of customer service. This dual approach will be essential in meeting customer expectations and maintaining competitive advantage in an increasingly automated landscape.

In summary, the integration of agentic AI into customer service operations promises to revolutionize the industry by 2028. However, achieving this vision will require careful planning, ethical considerations, and a commitment to preserving the human touch that remains vital in customer relationships.