Cisco Study Finds Agentic AI Set to Transform Customer Service Roles

What Happened

Cisco unveiled research indicating that agentic AI technologies are poised to impact 68 percent of customer service roles, fundamentally changing how businesses interact with customers. The study describes a shift toward increasing adoption of automated and intelligent solutions in support operations, with AI chatbots and virtual assistants handling complex tasks and routine inquiries. Cisco’s findings underline how companies in a variety of sectors are leveraging these tools to optimize efficiency, reduce response times, and personalize experiences. The report was developed based on broad industry input, adding new insights into the pace of AI innovation within customer-facing departments.

Why It Matters

The widespread adoption of agentic AI has major implications for the workforce and the customer experience, suggesting that businesses will need to invest in reskilling and upskilling programs to stay competitive. Enhanced automation could reduce costs for companies while raising expectations among customers for near-instant, tailored support. The findings also point to ongoing transformation of traditional customer service job functions, potentially sparking new career opportunities requiring both technical and people-centric skills. Read more in our AI News Hub