By 2029, agentic AI will autonomously manage 80% of standard customer service queries without human intervention, new research suggests. According to a new study by Gartner, the emergence of enterprise-ready agentic AI could additionally lead to a 30% decrease in operational expenses. The introduction of agentic AI marks a significant change in managing service interactions. Unlike earlier AI models limited to generating text or summarising conversations, agentic AI systems are designed to execute certain tasks independently. Many of their first applications are envisioned for customer service, historically a sector with a surfeit of mundane tasks that are nonetheless too complex for standard machine learning platforms.
“Agentic AI has emerged as a game-changer for customer service, paving the way for autonomous and low-effort customer experiences,” said Gartner Customer Service & Support Practice senior director analyst Daniel O’Sullivan. “Unlike traditional GenAI tools that simply assist users with information, agentic AI will proactively resolve service requests on behalf of customers, marking a new era in customer engagement.”
Service teams will need to adjust to supporting not only human users but also an increasing number of machine customers powered by these advanced AI tools, according to Gartner. This shift may pose challenges for teams accustomed to handling reactive demand from human customers.
For customers using agentic AI, the service experience will undergo substantial changes. AI agents will not only provide information but also perform actions, such as navigating websites to cancel memberships or negotiating shipping rates for business clients. Beyond these tasks, agentic AI could proactively identify and resolve issues.
Gartner said service organisations must prepare for changes in interaction nature and volume, which will redefine customer relationships, create new value delivery opportunities, and alter customer data collection practices.
In response to the industry’s shift towards agentic AI, Salesforce has introduced Agentforce 2dx, the latest version of its digital labour platform designed to integrate autonomous AI agents into workflows. Meanwhile, Amazon Web Services (AWS) has launched a new division focused on agentic AI, aimed at enhancing automation for users and customers.
Customer service leaders to embrace AI roles traditionally held by IT
A separate study by Gartner published in December last year indicated that 85% of customer service and support leaders plan to explore or pilot conversational GenAI solutions by 2025, highlighting AI’s growing role in the sector. The survey, conducted between July and August 2024, involved 187 customer service leaders and provided insights into AI adoption strategies.
The findings show that many leaders are assuming strategic roles traditionally associated with IT. Nearly half (47%) of respondents said their organisation is primarily responsible for identifying new AI opportunities, compared to 19% who see this as IT’s role. Additionally, 40% of respondents indicated that customer service teams are leading AI evolution roadmapping, with 28% suggesting shared responsibility with IT.
Read more: 85% of customer service leaders to try conversational AI in 2025, survey reveals
