Artificial Intelligence Agents Set to Replace customer service positions in the workforce
In a survey conducted by tech giant Cisco, over 90% of global business and technical decision-makers anticipate that agentic AI will revolutionize customer service interactions by 2028, outperforming human counterparts.
The survey, which Polled businesses worldwide, revealed that 93% of respondents think agentic AI will empower B2B technology vendors to deliver more personalized, proactive, and predictive services. This shift could significantly boost productivity and save time and money.
The demand for agentic AI solutions is swiftly growing, with 56% of respondents expecting their customer service interactions to be handled by AI within the next 12 months, and 68% within three years.
The survey also showed that three-quarters of respondents believe customers are more likely to trust B2B technology vendors using agentic AI to enhance their service offerings. Over 8 in 10 expect vendors that strategically deploy agentic AI to gain a competitive edge.
R benefits of integrating agentic AI include streamlined operational efficiency, the ability to easily scale up customer service, and access to improved data insights. This integration may also lead to increased customer spend, accelerated time-to-market, and higher levels of customer trust and loyalty.
"Agentic AI will fundamentally change the nature of services, enabling customer service teams to personalize, predict, and proactively address customer needs across every touchpoint," said Liz Centoni, Cisco's EVP and chief customer experience officer.
Despite its potential, the report underscores the importance of deploying AI responsibly. Indeed, an overwhelming majority of 99% of respondents believe it is critical for technology partners to demonstrate robust governance arrangements to ensure ethical use of AI, emphasizing transparency, security, and the elimination of data bias.
"The rapid shift towards agentic AI presents a monumental challenge for many technology businesses. The technical complexity is daunting, and ethical considerations and cultural transformation requirements further complicate matters," said Centoni.
While agentic AI promises unparalleled efficiency, human connection remains invaluable. 96% of respondents stress the importance of balancing AI with human understanding to optimize customer experiences. Three-quarters stated that current AI cannot replicate human empathy in customer service.
"While agentic AI promises unmatched efficiency, human connection remains indispensable. Complex problem-solving, ethical judgment, and empathy remain uniquely human traits that no algorithm can replace, at least for now," said Centoni.
In the survey conducted by Cisco, business decision-makers not only anticipate the revolution of customer service interactions by AI but also foresee its impact on finance, as 56% expect AI to handle customer service within the next 12 months, and 68% within three years. Moreover, as agentic AI has the potential to deliver personalized, proactive, and predictive services, it could significantly affect the business-to-business technology sector, with 8 in 10 expecting vendors that strategically deploy agentic AI to gain a competitive edge. In this context, the advancement of technology, including artificial intelligence, may profoundly influence the business landscape, particularly in the realm of cybersecurity and finance.
