Cisco Research Forecasts Agentic AI To Manage 56% of Customer Interactions Within 12 Months

New Cisco research suggests agentic AI is the most transformative CX technology since the shift to digital communication channels, highlights sense of urgency surrounding agentic AI adoption for B2B technology partners

The report, “The Race to an Agentic Future: How Agentic AI Will Transform Customer Experience” surveyed nearly 8,000 businesses across 30 global markets in April 2025.

Here are the key takeaways:

Agentic AI as a CX Differentiator

CX leaders and IT decision-makers are highly optimistic about agenitc AI’s impact on customer experiences, and are especially eager for their technology patterns to adopt it. 93% say agentic AI will enable B2B technology vendors to deliver more personalized, proactive, and predictive services.

Businesses overwhelmingly recognize the benefits of agentic AI, especially its ability to support customers across multiple touchpoints and a wide variety of use cases. Enhanced analytics, optimized digital transformation, and faster support resolution times also motivate businesses to seek out technology vendors that prioritize agentic AI.

Fast-Tracking Agentic AI Adoption

Businesses understand the value of Agentic AI and believe it will have a transformative impact on customer experience. As a result, organizations are pushing technology vendors and tech partners to adopt Agentic AI at warp speed–much faster than originally anticipated.

Customers, not technology partners, are creating timelines for mass Agentic AI adoption.

81% expect vendors that strategically deploy agentic AI to gain a competitive edge, and 74% are more likely to trust B2B tech vendors that use agentic AI to improve their services.

Human Touch + AI Governance = Frictionless CX

Businesses and their technology partners must balance rapid agentic AI adoption with strong AI governance policies for responsible, ethical deployment. 

To build genuine customer connections and to avoid automating away empathy, organizations must identify which touchpoints require a human touch (support from a live agent.)

Customers expect frictionless, secure, and personal agentic AI-led experiences that make it easy for them to reach a live agent when needed.

From CX Vendors To CX Strategists

Rapid developments in AI technologies, mass AI adoption, complex IT systems, and evolving regulations have fundamentally changed relationships between businesses and their technology partners.

Businesses today are struggling to meet ever-increasing customer expectations while developing CX strategies, leveraging agentic AI and other new technologies, managing cloud migration, and monitoring competitors. As a result, businesses are depending on their technology vendors and partners like never before, with 72% citing vendor support and services as “very important.”

It’s no longer enough for technology partners to provide basic onboarding, troubleshooting, and maintenance. 

Businesses today expect tech vendors to serve as:

• Long-term strategic advisors that maximize their tech investments
• Educators that keep them up-to-date on the latest tech trends and teach them how to leverage these trends for better CX
• Developers that build custom, personalized platforms to improve operational efficiency     

Transform CX With Agentic AI

Cisco's research finds businesses are pushing their technology vendors and partners to adopt agentic AI at scale, as quickly as possible. Businesses see agentic AI as a competitive advantage in customer experience, but recognize the importance of identifying which interactions require a human touch. Successful agentic AI adoption requires finding the balance between efficiency and empathy -- and many businesses are relying on their technology partners to help make it happen.