- By 2026, 68% of customer service interactions with technology vendors are expected to be handled by agentic AI.
- 92% of organizations acknowledge the growing criticality of vendor support amid increasing IT complexity.
- 93% of respondents predict that agentic AI will offer more personalized and predictive services.
Cisco (CSCO, Financial) has unveiled a transformative global study predicting a seismic shift in customer service through agentic AI. Surveying 7,950 decision-makers across 30 countries, the research highlights that by 2026, an impressive 68% of interactions with technology vendors will be managed by agentic AI. This represents a significant acceleration from an expected 56% within the next 12 months, signaling a rapid adoption trajectory.
The report emphasizes the pivotal role of agentic AI in enhancing customer experiences, with 93% of respondents foreseeing a shift towards more personalized, proactive, and predictive services. As IT complexity escalates, 92% of organizations underscore the increased importance of vendor support, indicating a robust market demand for AI-driven solutions.
Cisco highlights that despite the rise of AI, maintaining human connections remains essential, with 96% of respondents valuing human interaction in B2B technology partnerships. The study further stresses the necessity of strong governance in the ethical use of AI, a sentiment shared by 99% of participants.
Liz Centoni, EVP & Chief Customer Experience Officer at Cisco, articulated the potential of agentic AI to address persistent network issues, promising smarter networks and enhanced team productivity. Cisco aims to align its customer experience function with agentic AI, leveraging its wealth of data and deep industry knowledge to provide highly personalized services.
In conclusion, Cisco's research outlines a pressing need for technology vendors to expedite their AI strategies, with 81% of respondents asserting that those who successfully implement agentic AI will gain a competitive advantage in the rapidly evolving market.
