AI to Handle 68% of Tech Vendor Customer Support by 2028, Cisco Reveals

As artificial intelligence (AI) rapidly advances, its role in transforming customer service within the tech industry is becoming undeniable. A recent Cisco report highlights a future where AI agents will dominate tech vendor customer support, reshaping how companies interact with their clients. This shift promises increased efficiency and personalization but also raises important questions about the balance between automation and human touch in customer relations.

The Cisco report, titled “The Race to an Agentic Future: How Agentic AI Will Transform Customer Experience,” surveyed nearly 8,000 business leaders from 30 countries, all deeply involved with B2B technology service customer support. The findings show a strong industry-wide eagerness to adopt “agentic AI”—a new breed of AI systems that not only engage in conversation but can remember information and perform tasks using digital tools like web browsers or code databases. By 2028, the report predicts that 68% of all customer service interactions with tech vendors could be managed by AI agents. Impressively, 93% of those surveyed believe that these AI-driven interactions will offer greater personalization and efficiency for customers.

Despite the push toward automation, the human element remains crucial. A significant 89% of respondents emphasized that human oversight is still essential in customer service processes, and 96% underscored the importance of human-to-human connections in maintaining strong customer relationships. This suggests that while AI will take on a bigger role, it won’t entirely replace human agents anytime soon.

The explosion of interest in AI agents was ignited by ChatGPT’s viral success in late 2022. Since then, tech giants like Google and Microsoft have been developing their own AI agents aimed at practical applications, such as Google’s recent release of “Jules,” an AI agent designed to assist with coding. These developments are part of a wider race to integrate AI agents in business operations. A separate Ernst & Young survey showed that nearly half of tech leaders have already started using AI agents internally, signaling rapid adoption beyond customer service.

Cisco’s report urges tech vendors to act swiftly. Companies that fail to implement agentic AI effectively and ethically risk damaging their customer relationships and reputations, leading to higher customer churn. Conversely, 81% of respondents believe those who harness AI agents successfully will gain a competitive advantage.

Data security remains a top concern. Almost all surveyed leaders (99%) agree that as AI agents become more widespread, companies must prioritize governance and transparency to protect customer data and build trust.

What Undercode Say:

The Cisco report paints a compelling vision of the near future where AI agents become central to tech vendor customer support, offering undeniable benefits in efficiency and personalization. However, this evolution is not merely about replacing human roles but augmenting them. The report highlights a nuanced reality: AI will handle many routine interactions, freeing up human agents to focus on complex or sensitive customer issues that demand empathy and judgment. This synergy between AI and humans can enhance overall service quality, but it requires careful implementation.

The rapid development of agentic AI is not surprising given the technology’s growing capabilities. Unlike earlier chatbots, these agents remember past interactions and can perform complex tasks autonomously. This makes them particularly suited for technical support, where troubleshooting often requires multi-step processes and access to various digital tools. Businesses that adopt agentic AI early could see drastic improvements in customer satisfaction by delivering faster, more accurate solutions.

Yet, with great power comes great responsibility. The report’s emphasis on ethical deployment and data security is critical. Many AI failures have stemmed from neglecting these aspects, leading to breaches or loss of customer trust. Vendor transparency about how AI agents use and protect data will be as important as the technology itself.

Another key insight is the sustained value of human interaction in customer support. Despite fears that AI might lead to massive job losses, the consensus among surveyed leaders suggests otherwise. Human roles will evolve but not disappear. Agents will likely become supervisors, problem solvers for escalated issues, and relationship builders. This hybrid model can alleviate burnout from repetitive tasks while preserving the nuanced human touch essential in customer loyalty.

The competitive pressure outlined by Cisco also underscores the strategic importance of AI adoption. Companies stuck in traditional support models risk falling behind, losing customers to more tech-savvy competitors. Early movers will likely set new standards for customer expectations, pushing the entire industry toward innovation.

Overall, this report suggests a future where AI agents don’t just augment tech support—they transform it, making services faster, smarter, and more responsive without losing the human connection. The transition won’t be without challenges, but companies that embrace this change thoughtfully will reap significant rewards.

Fact Checker Results

✅ The Cisco report surveyed nearly 8,000 business leaders across 30 countries, confirming broad industry input.

✅ Predictions for 68% AI-driven customer service interactions by 2028 align with current AI adoption trends in tech support.

❌ There is no indication that human roles will be completely replaced; most experts agree on hybrid AI-human models.

📊 Prediction

By 2028, agentic AI will become the backbone of tech vendor customer support, managing the bulk of routine inquiries and troubleshooting autonomously. However, humans will retain control over complex, emotionally sensitive, or relationship-driven interactions, ensuring balance between efficiency and empathy. Companies that integrate AI agents with transparent governance frameworks and invest in upskilling their workforce for new roles will lead the market, while laggards face customer attrition and reputational risks. The rise of agentic AI will also spark new regulatory scrutiny around data privacy and ethical AI use, shaping the landscape of customer support for years to come.