Cisco Predicts AI Will Power 68 Percent of Customer Support by 2028

What Happened

Cisco has released a new report predicting that by 2028, nearly 68 percent of customer support interactions for tech vendors will be managed by artificial intelligence solutions. The report, cited by ZDNET, highlights a rapidly growing reliance on automation tools to resolve customer inquiries and technical challenges. As AI technologies become more advanced and integrated into customer-facing systems, tasks once handled by human representatives are expected to be increasingly automated. Cisco’s forecast reflects a broader trend in the industry toward leveraging AI to improve efficiency, reduce costs, and provide faster resolutions for end users.

Why It Matters

The report signals a significant acceleration in AI adoption across customer service operations. This could reshape workforce roles within the tech sector, while offering customers quicker, more consistent support experiences. As AI’s influence grows in this area, both companies and consumers will need to adapt to new engagement models. Read more in our AI News Hub