Agentic AI is poised to reshape the way technology vendors deliver customer service. New global research from Cisco predicts that AI agents will handle over half of tech vendor CS interactions within the next 12 months, jumping to 68%—a surge that is pushing businesses to adapt quickly.
- Bots get brains: Unlike basic chatbots, agentic AI systems learn, remember, and act autonomously, promising a swift overhaul for the industry, according to the nearly 8,000 decision-makers surveyed by Cisco. Businesses are optimistic about the looming agentic invasion, with 93% of respondents anticipating the new environment to deliver more personalized, proactive, and predictive services, improved IT productivity, and cost savings.
- Humans still matter: The AI evolution isn't expected to sideline people entirely, with 89% of those surveyed believing that blending AI's efficiency with genuine human connection is vital, and 96% saying they value direct human engagement in B2B tech partnerships. Echoing this, three-quarters of decision-makers told Cisco they doubted current agentic AI could replicate human empathy.
- Governance is golden: Rapid adoption isn't without its challenges, as the Cisco study urges vendors to accelerate their strategies to avoid damaging customer relationships. A massive 99% of respondents insist on effective ethical frameworks, and 68% of executives see ethical and safety worries as major hurdles.
- The bottom line:Cisco's EVP Liz Centoni said that while agentic AI is maturing, "this new research makes one thing clear: We have to move faster," signaling intense pressure on the tech industry to innovate responsibly and quickly.
Also on our radar: AI is already reshaping customer service, with 80% of companies using or planning AI chatbots by 2025 for tasks like 24/7 inquiries and ticket routing. While AI boosts efficiency and satisfaction, it also sparks concerns about job displacement for entry-level roles, pushing a future where AI and humans work in tandem.
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