Agentic AI
Aug 10, 2025
Deepak Singla
IN this article
A landmark Cisco study surveying 7,950 decision makers across 30 global markets delivers a powerful wake-up call for CX leaders: by 2026, customers expect 56% of their interactions with technology partners to be handled by agentic AI, and 68% by 2028. Far from a distant trend, agentic AI is becoming a business necessity. With 93% of respondents believing this technology will deliver more personalized and proactive support, and 89% emphasizing the need for a balance between AI efficiency and human empathy, the pressure is on. This is not a slow shift - it’s a race. Businesses have roughly 12 months to adopt agentic AI or risk falling behind. The message is clear: the future of customer experience will be defined by those who can deploy AI that doesn’t just respond, but acts - intelligently, ethically, and at scale.
A groundbreaking study by Cisco has just dropped, and the numbers are staggering. After surveying 7,950 business and technical decision makers across 30 global markets, one thing is crystal clear: customers expect 56% of their technology partner interactions to be handled by agentic AI within just 12 months, and 68% within three years.
At Fini, we've been at the forefront of AI-powered customer experience solutions, but even we're struck by the velocity of this transformation. Let's dive into what this research reveals and what it means for businesses racing to keep up.
The Urgency Is Real: Customers Are Ready, Are You?
Here's the reality check every CX leader needs: 93% of respondents believe agentic AI will enable B2B technology businesses to deliver more personalized, proactive, and predictive services. This isn't wishful thinking, it's customer expectation setting the new baseline.
What Makes This Different from Traditional AI?
Agentic AI isn't just another chatbot upgrade. It's a category of artificial intelligence that leverages AI Agents with:
Memory capabilities that retain context across interactions
Task awareness that understands objectives and workflows
Decision-making ability to choose actions with minimal human oversight
Learning capacity from environment and reasoning
Think of it as the difference between a calculator and a strategic advisor. Traditional AI tools respond to queries; agentic AI anticipates needs, takes initiative, and drives outcomes.
The Global Landscape: What Decision Makers Really Want
The research, conducted across industries from IT and manufacturing to healthcare and financial services, reveals fascinating insights about customer priorities:
Top 5 Use Cases Driving Adoption:
Enhanced data analytics and insights for smarter decision-making
Accelerated troubleshooting and issue resolution
Alignment of technology investment with digital transformation goals
Support for adoption and training on new technology rollouts
Optimization of product features and capabilities
The Productivity Promise
55% of respondents expect agentic AI to significantly improve vendor performance in support ticket resolution times. This isn't just about faster responses, it's about fundamentally reimagining how customer issues get resolved before they even become problems.
That’s why leading enterprises are moving away from legacy ticketing tools like Zendesk and Intercom, which are still dependent on static workflows and brittle deflection.
The Human-AI Paradox: Efficiency ≠ Replacing Empathy
Here's where it gets interesting: despite their enthusiasm for AI-driven interactions, 96% of respondents consider human relationships very important when interacting with B2B technology partners.
The key insight? 89% state that technology businesses must combine human empathy and connection with agentic AI efficiency to optimize customer experience.
This creates a fascinating dynamic:
Customers want AI efficiency for routine tasks and data processing
They demand human expertise for complex problem-solving and strategic guidance
They expect seamless handoffs between AI agents and human experts
This is exactly how Fini’s AI agents are designed - with intelligent escalation logic, memory-aware transfers, and conversational Flows that personalize journeys in real time.
Governance: The New Baseline for AI Deployment
With great power comes great responsibility, and the research highlights critical concerns:
68% of respondents believe that the development of agentic AI poses ethical or safety concerns. The top priorities for businesses deploying agentic AI include:
Security and privacy of customer data
Advanced AI technology and robust tools
Customer-centric AI design principles
Appropriately skilled staff to program and manage models
Robust governance arrangements for ethical AI use (Fini’s Trust Metrics)
99% of respondents state it's important for technology partners to demonstrate robust governance arrangements. This isn't optional, it's table stakes.
What This Means for Different Industries
Technology Sector
With 72% describing vendor support as "very important," tech companies face the highest expectations. The research shows customers want technology partners to help throughout the entire lifecycle - from strategy and planning through operations and renewals.
Financial Services
Given regulatory compliance requirements, financial institutions need agentic AI that can handle complex oversight tasks while maintaining human judgment for ethical considerations.
Healthcare
The combination of efficiency and empathy becomes critical, with AI handling data analysis and administrative tasks while humans manage patient-facing strategic decisions.
The Competitive Advantage Window Is Closing
Here's the wake-up call: 81% expect vendors that strategically deploy agentic AI to gain a competitive edge. But the window for first-mover advantage is narrow.
The Benefits for Early Adopters:
74% of respondents state customers are more likely to trust vendors using agentic AI
52% predict effective AI deployment leads to higher customer spend
86% believe agentic AI helps vendors become essential partners
The Risks for Laggards:
Missed revenue opportunities
Deteriorating customer relationships
Reputational damage
Higher customer churn rates
How Fini Is Addressing the Agentic Future
At Fini, we've been building toward this agentic future with our AI-powered customer support solutions. Our approach aligns perfectly with what this research reveals customers want:
Proactive Problem-Solving
Our AI agents don't just respond - they anticipate issues using historical data patterns and prevent escalations. Like address mismatches during payment failure flows.
Seamless Human-AI Collaboration
We've designed handoff mechanisms that preserve context when human expertise is needed, ensuring customers never feel lost in translation.
Robust Security and Governance
Enterprise-grade security with transparent AI decision-making processes that customers can trust and audit.
Real-Time Insights and Analytics
Beyond solving individual issues, our platform provides strategic insights that help businesses optimize their customer experience operations.
The 2028 Vision: Preparing for the 68% Reality
By 2028, when 68% of customer interactions are expected to be AI-driven, successful organizations will have:
Integrated agentic AI across the entire customer lifecycle
Established clear governance frameworks for ethical AI deployment
Trained human teams to work effectively alongside AI agents
Built trust through transparency in their AI operations
Demonstrated measurable ROI from their AI investments
Action Steps: Your Agentic AI Readiness Checklist
Immediate (Next 90 Days):
[ ] Audit current AI capabilities and identify gaps
[ ] Establish an AI governance committee with clear ethical guidelines
[ ] Map customer journey touchpoints suitable for agentic AI
[ ] Begin staff training on human-AI collaboration
Short-term (6-12 Months):
[ ] Pilot agentic AI in low-risk, high-volume customer interactions
[ ] Implement robust data security and privacy measures
[ ] Develop seamless handoff protocols between AI and humans
[ ] Create transparent communication about AI use to customers
Long-term (1-3 Years):
[ ] Scale agentic AI across the full customer lifecycle
[ ] Achieve 50%+ AI-driven interaction targets
[ ] Demonstrate measurable improvements in customer satisfaction and efficiency
[ ] Position as a strategic, essential partner through AI-enhanced services
The Bottom Line: The Future Is Agentic, The Timeline Is Now
The research is clear: agentic AI isn't a distant future concept - it's an immediate business imperative. Organizations that move quickly to implement ethical, effective agentic AI solutions will capture disproportionate value in customer loyalty, operational efficiency, and competitive positioning.
The question isn't whether agentic AI will transform customer experience, it's whether your organization will lead that transformation or be disrupted by it.
At Fini, we're committed to helping businesses navigate this agentic future successfully. The race is on, and the finish line is closer than you think.
Ready to explore how agentic AI can transform your customer experience? Discover how Fini's AI-powered solutions can help you meet the 56% target within 12 months. Get started with a demo today.
General AI Adoption
1. What percentage of customer interactions are expected to be handled by AI by 2026?
56% of customer interactions are expected to be handled by agentic AI by 2026. This marks a significant shift in how businesses approach customer support, highlighting the increasing reliance on AI technology to drive efficiency and personalized experiences.
2. Why is the shift towards AI-powered customer support accelerating?
The adoption of AI in customer support is accelerating because businesses are aiming to improve response times, reduce operational costs, and deliver more personalized customer experiences. With customers demanding quicker and more efficient service, AI provides a scalable solution to meet these expectations without compromising on quality.
3. What are the key benefits of adopting AI for customer support?
Key benefits of adopting AI include 24/7 support, improved response times, enhanced personalization, and cost savings. AI systems like Fini help companies automate routine tasks, resolve issues faster, and offer proactive customer support, significantly boosting customer satisfaction.
4. How does agentic AI differ from traditional AI in customer support?
Agentic AI goes beyond simply responding to customer inquiries. Unlike traditional AI, which focuses on scripted interactions, agentic AI anticipates customer needs, makes decisions autonomously, and takes actions to resolve issues without needing constant human intervention.
5. What are the global expectations for AI in customer service by 2028?
By 2028, 68% of customer interactions are expected to be handled by AI, marking a pivotal shift in how companies manage customer support globally. This data reflects a growing trend of automation, where AI is central to optimizing both operational efficiency and customer satisfaction.
Technology and Use Cases
6. What are the top use cases driving AI adoption in customer support?
The top use cases include enhanced data analytics, accelerated troubleshooting, support for adoption and training, optimization of product features, and alignment with digital transformation goals. These areas are crucial for companies looking to improve efficiency and align their AI strategy with business objectives.
7. How does AI enhance data analytics for customer support?
AI enables businesses to gather and analyze vast amounts of customer data, offering actionable insights that help optimize support strategies, identify trends, and personalize service. This leads to improved decision-making and enhanced customer experiences.
8. How can AI speed up troubleshooting and issue resolution?
AI speeds up troubleshooting by automating common issue resolution processes, analyzing past tickets, and offering instant solutions based on learned patterns. It ensures that customers get the help they need quickly, reducing reliance on human agents for routine issues.
9. How does agentic AI help in product feature optimization?
Agentic AI supports the optimization of product features by analyzing customer feedback, identifying pain points, and automating enhancements. This allows businesses to prioritize feature updates that are most beneficial to the user experience.
10. How can AI assist in training staff on new technology rollouts?
AI helps train staff by offering personalized learning paths, simulating real-world scenarios, and providing ongoing support. This ensures that teams are well-prepared to handle new systems and tools, improving adoption rates and reducing operational disruptions.
Human-AI Collaboration
11. Why is the balance between AI efficiency and human empathy important?
89% of customers believe that the key to delivering superior support lies in balancing AI efficiency for routine tasks with human empathy for complex issues. This balance ensures that AI can handle high-volume tasks while humans step in when personal judgment and emotional intelligence are required.
12. How does Fini's AI agent combine efficiency with human empathy?
Fini’s AI agents are designed with intelligent escalation mechanisms, ensuring seamless handoffs to human agents when needed. By retaining context from AI interactions, customers don't have to repeat themselves, and human agents can deliver more empathetic and informed support.
13. Can AI manage sensitive customer data securely?
Yes, AI systems like Fini ensure robust data security and privacy compliance with regulations like GDPR and HIPAA. AI tools are built with end-to-end encryption, secure data processing, and transparent audit logs to maintain customer trust.
14. How do AI agents handle complex queries that require human intervention?
AI agents are equipped with escalation logic that identifies when a query requires human involvement. The agent then seamlessly transfers the conversation, ensuring that the customer does not experience frustration or confusion during the handoff.
15. How do Fini’s AI agents manage compliance during interactions?
Fini’s AI agents are built with compliance management tools that ensure all customer interactions meet industry standards. These agents follow predefined workflows that comply with both local and international data protection regulations, ensuring secure and legal interactions.
Industry-Specific Impact
16. How is AI transforming customer support in the financial services sector?
In the financial services sector, AI plays a crucial role in fraud detection, transaction dispute resolution, and account management. AI systems help automate routine processes while ensuring that sensitive financial data is handled with care and compliance.
17. How does AI improve customer support for healthcare providers?
AI enhances healthcare customer support by automating patient inquiries, managing appointment scheduling, and providing real-time medical assistance. It allows providers to focus on higher-priority tasks while improving patient satisfaction with faster response times.
18. How does AI benefit the e-commerce industry?
In e-commerce, AI helps automate customer service tasks like order tracking, returns management, and personalized product recommendations. It enhances the shopping experience by providing 24/7 support and tailored suggestions that increase conversion rates.
19. How can AI be applied in gaming customer support?
AI improves gaming support by automating common queries like account recovery, in-game issues, and subscription management. It helps gaming companies resolve problems faster and offers personalized experiences that keep players engaged.
20. How is AI reshaping support for telecommunications companies?
AI is reshaping telecom support by automating billing inquiries, service activations, and technical troubleshooting. It reduces wait times for customers while increasing operational efficiency for telecom providers, allowing them to scale effectively.
AI Security and Governance
21. What are the ethical concerns surrounding agentic AI?
Ethical concerns around agentic AI include the potential for biases in AI decision-making, privacy violations, and the need for transparency in AI's actions. Ensuring ethical AI design involves implementing bias detection, clear audit trails, and compliance with regulations.
22. How does Fini ensure AI security and ethical use?
Fini ensures AI security by employing robust encryption, data anonymization, and access controls. Ethical considerations are central to our AI design, focusing on transparency, privacy, and fair decision-making to ensure responsible AI deployment.
23. Why is AI governance critical in customer support?
AI governance is essential to ensure that AI systems are operating within legal boundaries, maintaining data security, and adhering to ethical standards. Governance frameworks protect both customers and businesses from potential risks and violations.
24. How can businesses maintain transparency with customers about AI usage?
Businesses can maintain transparency by clearly communicating how AI is used in customer support, outlining data handling processes, and ensuring that customers are aware of their rights in terms of data privacy and AI decision-making.
25. What regulations affect the deployment of AI in customer support?
Key regulations affecting AI deployment in customer support include GDPR (General Data Protection Regulation), CCPA (California Consumer Privacy Act), and HIPAA (Health Insurance Portability and Accountability Act). Businesses must ensure their AI systems are compliant with these regulations to protect user privacy and avoid penalties.
Future of AI in Customer Support
26. How will AI-driven customer support evolve by 2028?
By 2028, AI-driven support will be deeply integrated into the customer lifecycle, providing end-to-end solutions that seamlessly blend AI efficiency with human empathy. AI will handle 68% of interactions, making it a central component of customer experience strategies.
27. What are the key trends shaping the future of AI in customer service?
Key trends shaping the future of AI include greater personalization, improved decision-making capabilities, **increased use of machine learning, and real-time issue resolution. AI’s role will expand beyond simple tasks, enhancing the overall customer experience with proactive support and smarter workflows.
28. How can businesses prepare for the AI shift in customer service?
Businesses can prepare by investing in AI tools, employee training, and ethical AI governance frameworks. It’s important to start small, pilot AI systems, and gradually scale as businesses see the impact on performance and customer satisfaction.
29. What are the risks for companies that delay AI adoption?
Companies that delay AI adoption risk falling behind in customer satisfaction, losing competitive advantage, and facing higher operational costs. With 81% of respondents believing AI will provide a competitive edge, those who don’t act swiftly may lose market share.
30. How can AI improve customer satisfaction in the long run?
AI can improve customer satisfaction by providing faster responses, personalized solutions, and proactive support. By automating routine tasks, businesses can focus more on complex issues, ensuring that customers receive high-quality, tailored experiences that meet their expectations.
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