智能体未来竞争：代理型AI如何改变客户体验

How agentic AI will transformcustomerexperience 3Foreword5Research methodology6Introduction: Agentic AI-led customerexperience is coming at speed9Customer experience has becomemission-critical10Organizations are already feeling the benefitsof AI deployment within customer experience11Customers are excited about the potentialbenefits of Agentic AI12A wide range of use cases across thetechnology lifecycle13Human connection will remain a criticalcomponent of customer experience16Robust governance and ethical practices arenon-negotiable in Agentic AI deployment18Successful Agentic AI deployment cantransform relationships and drive revenue fortechnology partners19Excitement grows about a future where AgenticAI-led customer experience becomes the newstandard20Agentic AI-led customer experience is now anurgent priority for B2B technology businesses21About Cisco Customer Experience (CX) Contents Foreword BY LIZ CENTONI, EVP & CHIEF CUSTOMEREXPERIENCE OFFICER, CISCO Customer experience is entering a new era with agentic AI as thetransformative force leading the way. Agentic AI will fundamentallychange the very nature of services, enabling customer experienceteams to make every interaction personalized, proactive, and predictiveacross every customer touchpoint. We can now deliver on our ultimategoal: making every customer feel like they are the only customer! Imagine a world where no customer needs torestate their issues, where issues are resolvedbefore they are experienced, and where everyinteraction feels tailored to individual needs,preferences and business outcomes. It’s notjust a better experience, it’s a transformationalone, going from frustration to delight. The numbers speak for themselves:customers expect 56% of their interactionsto be handled by agentic AI within just 12months; and a staggering 68% within thenext three years. For many technology businesses, sucha rapid shift towards agentic AI presentsa monumental challenge. The technicalcomplexity is daunting, and then if you layeron ethical considerations and the culturaltransformation required to integrate AI intoworkflows at scale, it raises the stakeseven higher. You have innovation, precision,responsibility, and focus on outcomes thatneed to come together. For Enterprises, the integration of agentic AIinto customer experience workflows solvesproblems we have been circling aroundfor years. Persistent customer pain points,like redundant conversations with contactcenter agents, network configuration delays,and manual collection of infrastructurerequirements and design documentation,become a thing of the past. While agentic AI promises unparalleledefficiency, human connection remainsirreplaceable. Complex problem solving,ethical judgement and empathy are uniquelyhuman, that no algorithm can replace, atleast not any time soon. We are all seekingthat balance or harmony between agenticAI’s power and the human touch andintelligence that makes customer interactionstruly meaningful. It’s no surprise then that this researchuncovers overwhelming appetite andexcitement for agentic AI-led customerexperience. What is surprising, is thevelocity! Business and technical decisionmakers are expecting their technologypartners to pivot to an agentic future fasterthan anyone anticipated. Foreword BY LIZ CENTONI, EVP & CHIEF CUSTOMEREXPERIENCE OFFICER, CISCO As with any major transformation program,the journey to agentic AI-led customerexperience will undoubtedly pose challengesand present risks for vendors. For thosecompanies that embrace this transformationhead-on, the payoff is not just improvedcustomer experience metrics, it’s in marketleadership in the AI era. It will reshapecustomer experience into a strategicdifferentiator, creating loyalty at scale. At Cisco Customer Experience, we aredefining this future. By combining cutting-edge agentic AI with Cisco’s wealth of data,and four decades of human expertise, weare forging a new standard for customerexperience - one that’s personalized,proactive, predictive, and profoundlyhuman. The winners will be the ones whobalance speed, innovation and trust. We areready to lead that charge! Research methodology To better understand customer attitudestowards, and appetite for, widespreaddeployment of agentic AI within customerexperience, Cisco has undertakencomprehensive global research, fromboard-level directors and CIOs, through tosenior and mid-level IT management. This research comprised of: 30markets 7,950businesses Interviews were conducted in 30 markets - Australia,Brazil, Canada, China, France, Germany, Hong Kong,India, Indonesia, Italy, Japan, Malaysia, Mexico,Netherlands, New Zealand, Philippines, Poland, Saudi,Singapore, South Africa, South Korea, Spain, Sweden,Switzerland, Taiwan, Thailand, United Arab Emirates,United Kingdom, United States and Vietnam. Interviews with 7,950 business and technicaldecision makers, in organizations with aturnover of at least $10 million. 55% ofrespondents work in orga