Cisco Forecasts Agentic AI Will Take Over Customer Experience by 2028

What Happened

Cisco released findings projecting that by 2028, agentic artificial intelligence—AI solutions capable of autonomous decision-making—will handle 68 percent of all customer experience interactions globally. This forecast illustrates a sharp acceleration in automation within customer support, service, and experience management. The report highlights how businesses across sectors are increasingly deploying advanced AI technologies to improve customer engagement, reduce support wait times, and offer tailored responses at scale. As a significant player in network and communications solutions, Cisco draws these insights from global trends and client activity within its own services.

Why It Matters

The rise of agentic AI in customer experience signals a transformative shift for enterprises and consumers alike. Companies could realize cost savings, 24/7 support, and more personalized engagement, but must address new challenges related to data privacy, bias, and human-AI collaboration. Employees in customer service roles may see their work evolve toward more complex tasks as automation takes over routine queries. This trend could redefine customer expectations and reshape the competitive landscape for brands. Read more in our AI News Hub