The Future of Customer Support: How AI Is Set to Transform the Tech Landscape by 2028
In a groundbreaking report from Cisco titled “The Race to an Agentic Future: How Agentic AI Will Transform Customer Experience,” the landscape of customer service is poised for a significant transformation. With insights gathered from nearly 8,000 business leaders in 30 countries, this report highlights the potential for AI technologies to radically change the way tech vendors handle customer interactions.
According to the research, an impressive 68% of all customer service and support communications with tech vendors could be automated by the year 2028, thanks to the advent of agentic AI. This type of AI is designed to provide a more personalized and efficient customer experience, and a staggering 93% of the surveyed leaders believe this shift will enhance how companies engage with customers.
While automation is on the horizon, the report also reassures customer service agents that their roles are far from obsolete. A significant 89% of respondents recognize the importance of maintaining a human touch in customer interactions, and 96% agree that relationships built on human contact remain critical in this context.
The Rise of AI Agents
The remarkable success of ChatGPT in late 2022 ignited immense interest and investment in generative AI across various sectors. Recently, however, the focus has shifted toward AI agents—advanced systems that combine conversational capabilities typical of chatbots with enhanced memory functions and the ability to interact with digital platforms, such as web browsers and code databases.
Leading technology companies are racing to introduce their own AI agent products. For instance, Google recently showcased Jules, an AI agent geared towards coding assistance at its annual developer conference. Similarly, Microsoft has made AI agents a focal point in its innovations, indicating a competitive push towards user-friendly AI solutions.
This growing interest in AI agents is also reflected in a recent survey by Ernst & Young (EY), revealing that nearly 50% of tech leaders have begun implementing these agents to streamline internal processes. Cisco’s report encourages tech vendors to act swiftly, as the window for leveraging agentic AI effectively is limited.
The findings emphasize that vendors who fail to adopt agentic AI securely and ethically may face detrimental impacts on customer relationships, reputational damage, and increased churn rates. Conversely, a notable 81% of respondents believe that those who successfully integrate agentic AI into their operations stand to gain substantial competitive advantages.
Navigating Security Concerns
Despite the optimism surrounding AI’s role
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