Agentic AI to handle 68% of customer experience interactions by 2028: Report

In the ever-evolving landscape of digital transformation, a new frontier is emerging, one that promises to redefine the very foundation of customer experience (CX). Cisco’s latest global study, “How Agentic AI Will Transform Customer Experience,” offers a compelling look into this rapidly approaching reality. It presents agentic AI not just as another tool in the AI arsenal, but as a transformative force set to reshape how businesses engage, support, and retain customers.

Agentic AI is not traditional automation, it’s intelligent, context-aware, and capable of autonomous decision-making with minimal human input. Unlike earlier generations of chatbots or scripted assistants, agentic AI systems can reason, remember, and act. These systems learn from interactions, adapt dynamically, and engage with purpose across the entire customer lifecycle, from onboarding to renewals and everything in between.

Cisco’s research, conducted across 7,950 global decision-makers in 30 countries, presents a dramatic shift underway. A full 56% of all customer interactions are expected to be handled by agentic AI within the next 12 months, rising to 68% within three years.

As IT environments grow in complexity, and with digital infrastructure expanding across hybrid and multicloud ecosystems, organisations need smarter, faster, and more scalable support. According to the study, 92% of respondents say customer experience is becoming more critical due to growing IT complexity. Already, 68% report engaging with AI-powered services like chatbots, workflow automation, and predictive analytics, with more than 80% noting positive experiences.

But what makes agentic AI truly game-changing is its capacity to deliver personalised, proactive, and predictive services at scale. This triad is the holy grail of modern CX. And the benefits go beyond better service, respondents expect increased IT productivity, cost savings, faster resolutions, and improved uptime. For vendors, this means greater customer loyalty, more revenue, and a competitive advantage.

However, the rise of agentic AI does not signal the end of human involvement. On the contrary, 96% of respondents still value human relationships, especially for tasks involving empathy, ethical judgement, or complex problem-solving. 89% emphasise that agentic AI must complement, not replace, human interaction.

Equally critical is ethical AI governance. 99% of business leaders want transparency and robust governance structures to ensure agentic AI is deployed responsibly, avoiding data bias, preserving privacy, and maintaining fairness. A staggering 68% also flagged ethical and safety concerns as key challenges vendors must address before widespread adoption.

In fact, failure to implement agentic AI thoughtfully could damage customer trust, slow adoption, and hurt long-term business relationships. On the flip side, 74% believe they’re more likely to trust vendors who effectively use agentic AI, and 81% say those who do will gain a clear competitive edge.

This shift toward agentic AI marks a decisive turning point for the B2B technology sector. No longer is customer experience a support function; it is a strategic differentiator. Vendors who lead in agentic AI will not only optimise their service delivery but also embed themselves deeper into their customers’ digital transformation journeys, becoming indispensable partners.

Agentic AI isn’t just a new tool. It’s a new mindset, and the future of CX depends on how boldly and responsibly businesses choose to embrace it.