AI Set to Revolutionize Customer Service by 2028

Cisco's latest research reveals a significant shift in customer service and support interactions. By 2028, agentic AI is expected to handle 68% of these interactions with technology vendors. The study, surveying nearly 8,000 global decision-makers, highlights the growing importance of AI-led customer experiences. Respondents anticipate benefits across the technology lifecycle, including improved IT productivity and cost savings. Despite AI's rise, 96% of customers still value human relationships in B2B tech partnerships. The research emphasizes the need for vendors to accelerate their agentic AI strategies to remain competitive.