Blending intelligence and empathy: how agentic AI will transform CX by 2028
Too busy to read? Kick back and enjoy the audio version instead!
Welcome to the agentic AI era
The next great shift in customer service is here, and it has a name: Agentic AI. With new Cisco research projecting that 68% of all customer service and support interactions with technology vendors will be managed by agentic AI by 2028, we are staring down a future that promises not just automation, but intelligent, adaptive, and autonomous engagement. This isn’t just another evolution of AI—it’s a revolution in how we think about customer experience (CX).
As IT ecosystems grow more complex, organizations are leaning on their technology partners more than ever. 92% of decision-makers say support and services are now mission-critical. The expectations are clear: speed, personalization, prediction, and consistency. Agentic AI is poised to deliver all of these. But amid this rapid transformation, a powerful truth persists: human connection remains essential. According to the same research, 96% of customers still view human relationships as critical in B2B technology interactions.
So, what does this mean for the future of CX? How do we leverage the power of agentic AI without losing the empathy, trust, and relationships that define outstanding customer service? In this blog, we explore the answers.
What exactly is Agentic AI?
Agentic AI refers to a new breed of artificial intelligence systems that go beyond simple automation. These are AI agents that are:
- Autonomous: capable of taking independent action toward achieving a goal.
- Task-aware: understand the context and specific objectives they are meant to accomplish.
- Memory-enabled: learn from past interactions and improve over time.
- Reasoning-capable: make decisions based on real-time and historical data.
Unlike earlier forms of AI that required significant human orchestration, agentic AI can stitch together decisions and actions across systems. It doesn’t just respond to problems; it anticipates and proactively solves them.
Cisco’s EVP and Chief Customer Experience Officer, Liz Centoni, notes, “We’re closer than ever to solving some of the most persistent customer pain points in enterprise environments.”
The pressure to transform is mounting
Cisco’s research makes it clear: the adoption of agentic AI is happening faster than anyone predicted. While 68% of customer interactions are forecasted to be handled by agentic AI by 2028, 56% of interactions are expected to transition within just 12 months.
Organizations that delay face real risks:
- Customer churn is due to inefficient or outdated support models.
- Reputational damage if AI implementations fall short of expectations.
- Lost competitive advantage in an industry where CX is becoming the battleground for loyalty.
But those who move quickly and thoughtfully will benefit from:
- Scalability in support operations.
- Data-driven insights into customer behavior and system performance.
- A strategic edge in how they deliver value.
Mission-critical expectations in a complex IT world
Digital transformation has introduced a paradox. While systems are more powerful and interconnected, they’re also more difficult to manage. That’s why 92% of respondents in Cisco’s study stated that support and service interactions are more critical than ever before.
Agentic AI can play a pivotal role in this new landscape:
- Proactively identifying issues before they escalate.
- Offering real-time insights and recommendations.
- Enabling personalized support based on user history and system context.
With more than 80% of respondents identifying potential benefits across the entire technology lifecycle, agentic AI isn’t just about fixing problems—it’s about shaping strategy.
Use cases across the lifecycle
Agentic AI will touch every corner of the CX ecosystem. From onboarding to optimization, these AI systems offer value across five key areas:
- Technical Support
- Diagnosing and resolving issues autonomously.
- Reducing downtime and escalations.
- Customer Success
- Monitoring key metrics.
- Alerting teams and clients when milestones are missed or exceeded.
- Professional Services
- Automating compliance checks.
- Assisting in risk assessments.
- Operations
- Monitoring infrastructure.
- Making predictive adjustments.
- Strategy and Planning
- Offering long-term technology roadmap insights.
- Aligning tech investments with business goals.
The result? Higher productivity, significant cost savings, and smarter long-term decision-making.
The indispensable human element
Even as AI becomes more capable, the research is unequivocal: people still matter.
- 96% of customers say human relationships are vital.
- 89% stress the importance of blending AI efficiency with human empathy.
Agentic AI is best viewed as an amplifier of human intelligence, not a replacement. Humans will be vital for:
- Handling complex or emotional issues.
- Building trust over long-term engagements.
- Offering strategic consultation and empathy.
The best systems will be those that offer seamless hand-offs between AI and human agents, guided by real-time data and sentiment analysis.
Ethics, governance, and transparency
With power comes responsibility. Cisco’s research shows near-unanimous agreement on the importance of ethical AI:
- 99% of respondents insist on robust governance.
- 81% want vendors to share their AI vision.
This includes:
- Transparent decision-making logic.
- Clear boundaries for AI action.
- Human-in-the-loop systems for oversight.
- Privacy-by-design principles.
Without ethical foundations, agentic AI risks becoming a liability rather than an asset. But with proper frameworks, it becomes a trust-building tool.
The road ahead for vendors and enterprises
The transformation to agentic AI-led CX is not optional. It is the future of doing business in a world of digital acceleration and rising customer expectations.
Technology vendors need to:
- Accelerate their AI strategies.
- Invest in transparent, governed frameworks.
- Build human-centered AI systems.
This is a business imperative. As Cisco’s data shows, customers will reward those who deliver AI-enhanced, ethically grounded, and emotionally intelligent service.
Conclusion: AI and humanity, together
By 2028, nearly 7 out of every 10 interactions between customers and vendors may be handled by agentic AI. But the defining feature of those interactions won’t be the technology itself. It will be how well that technology is fused with the timeless human values of empathy, trust, and partnership. The future of CX isn’t robotic. It’s relational. And agentic AI is our bridge to that future, where automation doesn’t just reduce friction but elevates the human experience. It’s time to build a smarter, more connected, more human customer experience. Let’s get to work.