As per new research conducted by Cisco, 56 percent of business respondents expect their customer experience interactions to be handled by agentic AI within just 12 months, and that number jumps to 68% within three years. Cisco has reached this conclusion after surveying around 8,000 business and technical decision-makers from the tech domain worldwide.

The agentic future of customer support is all set to experience a transformational makeover as AI takes over the space. It will lead businesses into a world where customers never have to recap their situation to a new support agent, where issues are resolved before they are ever experienced by an end-user, and where every interaction feels tailored to individual needs and business outcomes. 

AI Making the Best Case for Robust Governance

As per the survey by Cisco, a remarkable 99% of respondents stated that it’s important for technology partners to demonstrate robust governance arrangements to deliver ethical use of agentic AI. Customers prefer transparency, security, and a commitment to eliminate data bias over anything else. 

To read about other announcements by Google at the recently concluded I/O 2025, click here! 

AI is Indispensable Today

A large proportion of network issues today can be traced back to misconfigurations—problems that agentic AI is uniquely positioned to solve. By automating and optimizing these processes, we’re poised to unlock smarter networks, enhanced security, and more efficient teams. While the industry has long discussed these ambitions, progress has been incremental—until now. Agentic AI has the potential to finally turn decades of vision into a tangible reality.

Human-AI Balance Essential 

While AI continues to generate excitement, human connection remains indispensable. Customers increasingly expect a seamless blend of AI-driven efficiency and genuine human interaction to elevate their experience. 96% of respondents emphasized that strong human relationships are critical when 
engaging with B2B technology partners. 

To read about Amazon's latest take on AI-powered summaries on its e-commerce platform, click here! 

In such a case, it becomes indispensable for business leaders today to strike the right balance between automation and human interaction. It isn’t just a goal—it’s a strategic imperative.