A Cisco report indicates agentic AI is expected to transform customer service in the IT sector, with 68% of interactions becoming automated by next year. Surveying 8,000 leaders globally, it revealed a strong belief—93% agree this AI will improve personalization and efficiency in service. However, there's no imminent threat of job loss as 89% emphasize the need for human involvement, with 96% valuing human relationships in customer interactions. The report highlights the growing interest in pragmatic AI agents, following the surge of tools like ChatGPT, which combine chatbot features with advanced capabilities.
Agentic AI is set to become central in IT, enhancing customer service interaction by automating over 68% of engagements by next year.
93% of surveyed business leaders believe that agentic AI will make customer service interactions more personalized and efficient.
Despite automation potential, 89% think human involvement is still critical, with 96% highlighting the importance of human-to-human relationships in this context.
The interest in AI agents, sparked by technologies like ChatGPT, emphasizes their ability to blend chatbot functionality with advanced interaction capabilities.
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