Agentic AI Poised to Handle 68% of Customer Service and Support Interactions by 2028

A new Cisco study indicates strong demand for agentic AI in customer service, with 68% of technology vendor interactions expected to be AI-driven by 2026. The survey of nearly 8,000 global business and technical decision-makers reveals that 93% anticipate more personalized and proactive services through AI, while 89% still value human connection alongside AI efficiency. Cisco's research emphasizes the need for vendors to accelerate agentic AI deployment to avoid customer churn and reputational damage, as 81% believe successful implementation will create a competitive advantage.

Analysis

New research released by Cisco reveals a significant and rapidly accelerating demand for agentic AI to transform customer experience (CX) within the technology sector, with survey data indicating 68% of all customer service and support interactions with technology vendors are anticipated to be handled by agentic AI by 2026, and a striking 56% expected within the next 12 months. This rapid adoption timeline, highlighted by responses from 7,950 global decision-makers, underscores the urgency for technology vendors to innovate, particularly as 92% of organizations report that vendor support and services are increasingly critical due to growing IT complexity. While 93% of respondents predict agentic AI will enable more personalized, proactive, and predictive services, a substantial 89% also emphasize the necessity of integrating human connection with AI's efficiency, a sentiment echoed by 96% valuing human relationships in B2B interactions. Cisco itself is actively re-imagining its CX as an agentic-led function and acknowledges this research reinforces the need to accelerate its efforts. The study suggests a clear competitive bifurcation: 81% of respondents believe vendors successfully delivering agentic AI-led CX will gain a competitive advantage, while those lagging face risks of deteriorating customer relationships, reputational damage, and higher churn. Furthermore, customer confidence appears high, with 88% feeling agentic AI-led CX will help their organizations achieve key goals such as enhanced IT efficiency and security, contingent on the 99% demand for robust governance in ethical AI deployment.

Key Decisions for Investors

• Evaluate Cisco's pace of agentic AI deployment in its customer experience, as the research highlights this as a critical factor for maintaining competitive advantage and meeting rapidly escalating market expectations.
• Monitor technology vendors' adoption rates of agentic AI, recognizing that leaders in this transformation may capture market share while laggards face significant risks including customer churn and reputational damage.
• Consider the dual importance of robust ethical AI governance and the sustained need for human interaction in B2B relationships as key indicators of successful AI implementation for companies like Cisco and the broader tech sector.