A new survey of 6,500 service pros shows investments in agentic AI are essential for business success.
The rapid advancement and accessibility of large language models and autonomous agents are pushing enterprises to integrate AI into core operational functions like customer service, driven by competitive pressures and ROI potential.
This indicates a growing consensus among service professionals that AI agents are becoming a foundational element for efficient and competitive customer service operations, moving beyond experimental phases.
The focus for businesses shifts from merely considering AI to actively investing in and deploying agentic AI solutions, transforming traditional customer service workflows and models.
- · AI software providers
- · Businesses adopting AI agents early
- · Customers with faster service
- · Traditional customer service BPOs
- · Companies delaying AI integration
- · Some human customer service roles
Companies will reallocate budgets towards AI agent development and integration within their customer service divisions.
The competitive landscape for customer service excellence will increasingly be defined by the sophistication and efficiency of deployed AI agents.
A new class of customer service jobs focused on managing, training, and optimizing AI agents will emerge, alongside a broader redefinition of the human role in service interactions.
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Read at ZDNet — AI