Shorter hold times and far fewer humans might be the new normal in the contact centres of the future, reveals a new global study from Cisco. By 2028, 68% of interactions between businesses and their technology vendors will be handled by agentic AI — intelligent, autonomous systems capable of acting independently with little human oversight.
The research, released under the title “The Race to an Agentic Future,” reflects a major shift in how B2B and B2C organisations view customer experience delivery. Among the nearly 8,000 decision-makers surveyed across 30 countries, 88% say they’re confident agentic AI will help vendors meet their needs more effectively, from streamlining operations to driving strategic IT initiatives.
The clock is ticking faster than expected
The report reveals that 56% of interactions are expected to be AI-led within the next 12 months. Unlike conventional automation or basic chatbots, agentic AI refers to intelligent agents that can remember, learn, reason, and act on behalf of customers, without needing humans to monitor every step.
They’ve moved beyond only processing requests. Now, they’re able to make decisions. The escalating complexity of IT systems could be the main driver of this leap. As businesses navigate multi-cloud environments, edge deployments, and data overload, the old support models are cracking under pressure. Agentic AI offers a way out — one that’s faster, more scalable, and ultimately more aligned with digital transformation goals.
Governance matters
Yet confidence in the technology doesn’t mean blind faith. Nearly all respondents expect vendors to implement clear, ethical frameworks around AI’s place in customer interactions. Moreover, 81% want vendors to share their AI roadmaps openly so they can make informed decisions about who to trust.
Cisco’s findings also suggest a widening divide between winners and losers. Vendors that embrace agentic AI stand to gain not only in operational efficiency but also in customer loyalty and strategic positioning. Those who delay or stumble in execution risk might be quick to lose customers.
Still, amid all the AI enthusiasm, customers don’t want to lose the human touch. The overwhelming majority (96%) of respondents said that human connection remains crucial when engaging with tech vendors, particularly in B2B relationships. Agentic AI may take the lead in handling routine interactions, but when it comes to trust, complexity, and nuance, humans are still very much in demand.