68% of tech vendor customer support to be handled by AI by 2028, says Cisco report

Agentic AI is poised to take on a much more central role in the IT industry, according to a new report from Cisco. The report, titled "The Race to an Agentic Future: How Agentic AI Will Transform Customer Experience," surveyed close to 8,000 business leaders across 30 countries, all of whom routinely work closely with customer service professionals from B2B technology services. In broad strokes, it paints a picture of a business landscape eager to embrace the rising wave of AI agents, particularly when it comes to customer service. Also: Can you build a billion-dollar business with only AI agents (yet)? As soon as next year, according to the report, over half (68%) of all customer service and support interactions with tech vendors could become automated, thanks to agentic AI.