New Report Suggests Agentic AI Will Handle 68% of Interactions by 2028

Cisco has released a new research report revealing that agentic AI is set to handle 68% of customer service interactions by 2028.

Based on insights from nearly 8,000 global business and technical decision-makers worldwide, the report highlights growing confidence in agentic AI.

Clement Bonaud, PR Manager at Cisco, commented on the findings:

“We’re entering a new era with AI agents – a shift poised to transform customer experience. And our research shows that 68% of customer service and support interactions could soon be handled by agentic AI. That’s not just a small step forward – it’s a complete reimagining of CX, productivity, and trust.”

While demand for AI-driven interactions is rising, the findings also emphasise the continued importance of human connection.

96% of respondents said strong human relationships remain essential in B2B customer experiences. Respondents noted that while AI can increase speed and efficiency, the quality of human engagement still plays a key role in building trust and loyalty.

The report further notes that 99% of participants expect technology providers to implement clear governance frameworks, ensuring AI systems are used transparently, ethically, and securely. This includes expectations around data privacy, accountability, and minimising algorithmic bias.

As agentic AI gains traction, the challenge for enterprises will be integrating it responsibly while maintaining the human touch customers still value.

Author: Hannah Swankie
Reviewed by: Jo Robinson