奔向代理式未来：代理式AI将如何变革客户体验

How agentic AI will transformcustomerexperience 3Foreword 5Research methodology 6Introduction: Agentic AI-led customer 9Customer experience has become 10Organizations are already feeling the benefits 11Customers are excited about the potential 12A wide range of use cases across the 13Human connection will remain a critical 16Robust governance and ethical practices arenon-negotiable in Agentic AI deployment 18Successful Agentic AI deployment cantransform relationships and drive revenue for 19Excitement grows about a future where AgenticAI-led customer experience becomes the new 20Agentic AI-led customer experience is now anurgent priority for B2B technology businesses 21About Cisco Customer Experience (CX) 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 predictive 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, The numbers speak for themselves:customers expect 56% of their interactionsto be handled by agentic AI within just 12 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 cultural For Enterprises, the integration of agentic AIinto customer experience workflows solvesproblems we have been circling aroundfor years. Persistent customer pain points, While agentic AI promises unparalleledefficiency, human connection remainsirreplaceable. Complex problem solving,ethical judgement and empathy are uniquelyhuman, that no algorithm can replace, at It’s no surprise then that this researchuncovers overwhelming appetite andexcitement for agentic AI-led customerexperience. What is surprising, is the 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 transformation 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 customer To better understand customer attitudestowards, and appetite for, widespreaddeployment of agentic AI within customerexperience, Cisco has undertaken This research comprised of: 30markets 7,950businesses Interviews with 7,950 business and technicaldecision makers, in organizations with aturnover of at least $10 million. 55% of 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, Research conducted inApril 2025 by SandpiperResearch & Insights. Respondents worked across a range of industries,including IT, manufacturing, financial services,retail, business services, engineering, construction, All respondents worked within job roles where theyare interacting with customer experience services and INTRODUCTION Agentic AI-led customerexperience is coming at speed Agentic AI is set to be the most transformative technology toimpact customer experience in decades, arguably since the Its arrival couldn’t come at a better time. Aslevels of IT complexity spiral, companies inevery industry are facing an ever-tougherchallenge to keep their IT environments As a result, organizations are leaning ontheir technology partners more than ever, 88% 93% feel confident that agenticAI-led customer experienceprovided by B2B technology of respondents believe agenticAI will enable B2B technologybusinesses to deliver more Across the technology lifecycle, fromstrategy and planning, and design anddeployment, through to adoption, operationsand contract renewals, there is a seeminglyendless set of use cases and workflows Agentic AI can provide the platform forB2B technology businesses to respond toevolving customer needs in ways previouslyunimaginable, helping organizations to Agentic AI is a category of artificial intelligencethat leverages AI Agents and a contextualizedinterconnection among them. Agentic AIrequires agency, meaning the AI Agents are But not only is there great excitement aboutthe potential of agentic AI within customerexperience; there is also now a serioussense of urgency. Customers are looking The research paints a clear picture. Thereis now an overwhelming sense of optimismsurrounding agentic AI and its potential toset a new standard for customer experience. This sudden acceleration of appetite maycome as a shock to some technologyvendors, and for those still in the early stagesof thinking about a