A recent Cisco report predicts that by 2028, 68% of customer service and support interactions will be handled by agentic AI.
But what exactly is “agentic AI”? And why is it set to become the backbone of customer service? Let’s take a look.
What Is Agentic AI and How Does It Work?
Agentic AI isn’t just about processing queries or pulling data fast; it’s about genuine autonomy. This category of artificial intelligence uses AI agents that are task-aware and capable of making decisions independently. Unlike traditional AI, agentic AI technologies learn from their environment, adapt to new scenarios, and operate with minimal human oversight.
Imagine this scenario: A customer calls their vendor to resolve a complex network issue. Instead of waiting for human agents to troubleshoot, agentic AI can predict the problem, learn from prior incidents, and deliver tailored solutions immediately.
By removing redundant delays and minimizing human intervention in straightforward issues, agentic AI can create space for human agents to focus on more nuanced, relationship-driven challenges.
Why Customer Service Needs Agentic AI
Customer expectations are higher than ever. Cisco’s research reveals 92% of organizations believe that customer support and service are now mission-critical functions, driven largely by increasing IT complexities.
Agentic AI has the potential to tackle these challenges head-on by delivering actionable outcomes such as:
- Enhanced Efficiency: Automated processes that reduce resolution times.
- Smarter Networks: Improved configuration processes, enhancing reliability.
- Stronger Security: Proactive solutions against vulnerabilities.
- Reduced Costs: Staff resources are allocated more efficiently.
Key Applications of Agentic AI in Business Functions
From streamlining onboarding processes for new technologies to resolving technical issues, agentic AI has broad applications. Here’s how it’s redefining different business functions:
1. Customer Service
Agentic AI systems excel at resolving standard issues quickly while creating highly customizable responses for more complex queries. Tools like chatbots are already paving the way. Tomorrow’s agentic AI will integrate seamlessly, offering proactive solutions before customers realize they have a problem.
2. Data Analysis
Gone are the days of manual data crunching. AI-driven analytics tools optimize decision-making by harnessing immense datasets to uncover insights faster and with greater precision. Agentic AI adds a layer of autonomy that ensures data trends are turned into actionable recommendations in real time.
3. Human Resources
Agentic AI is also influencing employee-facing departments. From automating onboarding processes to training personalization, these systems improve both productivity and job satisfaction.
4. Marketing
Predictive customer behavior analytics is invaluable for marketing teams. Agentic AI tools personalize campaigns, target customers more accurately, and even predict churn rates, giving organizations new ways to retain their customer base.
5. Supply Chain Management
By monitoring and adjusting inventory based on internal data and external factors like demand shifts, agentic AI optimizes supply chain operations. Businesses can avoid stockouts, delays, and unforeseen costs by reacting to changes in real time.
Balancing Efficiency With Human Connection
While agentic AI promises transformational changes, human connection remains irreplaceable. Cisco’s data highlights that 96% of customers still want human interaction when engaging with technology vendors. This underscores the importance of hybrid models, where AI streamlines tasks but human professionals nurture relationships.
Think of it this way: AI provides the what; humans provide the why. Together, they build credibility, empathy, and trust.
Ethical AI Is Essential
Cisco research also uncovered another imperative insight: 99% of clients demand strong AI governance. Without ethics built into its architecture, AI could present risks including algorithmic biases, security breaches, and mismanaged data. Organizations adopting agentic AI must focus on transparent mechanisms and ethical use cases to strengthen customer relationships and avoid reputational pitfalls.
A Competitive Edge for Forward-Thinking Businesses
At this moment, agentic AI adoption is accelerating faster than experts once anticipated. Cisco data reveals that 56% of interactions with technology partners could shift to agentic AI within the next 12 months. Businesses that act now will solidify their position as industry leaders, attracting loyal customers and achieving unmatched scalability. Meanwhile, companies that delay deployment risk higher customer churn and tarnished credibility.
Looking Ahead
By 2028, customer experience without agentic AI will feel outdated. It’s not just about solving current problems but future-proofing your organization. Adopting agentic AI today sets the foundation for streamlined operations, cost savings, and meaningful customer relationships tomorrow.
Innovation waits for no one. Businesses ready to integrate agentic AI will lead the race into a seamless, personalized, and proactive future of customer service. How will your business evolve?
You can read Cisco’s global research report: “The Race to an Agentic Future: How Agentic AI Will Transform Customer Experience”, by clicking here.
