68% of tech vendor customer support to be handled by AI by 2028, says Cisco report – The growing role of automation among tech vendors reflects a broader push in Silicon Valley to deploy new and more advanced AI agents.
https://www.zdnet.com/article/68-of-tech-vendor-customer-support-to-be-handled-by-ai-by-2028-says-cisco-report/
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From the article
Agentic AI is poised to take on a much more central role in the IT industry, according to a new report from Cisco.
The [report](https://news.cisco.com/go/agentic-ai#link=%7B%22role%22:%22standard%22,%22href%22:%22https://news.cisco.com/go/agentic-ai%22,%22target%22:%22_blank%22,%22absolute%22:%22%22,%22linkText%22:%22report%22%7D), titled “The Race to an Agentic Future: How Agentic AI Will Transform Customer Experience,” surveyed close to 8,000 business leaders across 30 countries, all of whom routinely work closely with customer service professionals from B2B technology services. In broad strokes, it paints a picture of a business landscape eager to embrace the rising wave of AI agents, particularly when it comes to customer service.
By 2028, according to the report, over half (68%) of all customer service and support interactions with tech vendors could become automated, thanks to [agentic AI](https://www.zdnet.com/article/what-are-ai-agents-how-to-access-a-team-of-personalized-assistants/#link=%7B%22role%22:%22standard%22,%22href%22:%22https://www.zdnet.com/article/what-are-ai-agents-how-to-access-a-team-of-personalized-assistants/%22,%22target%22:%22_blank%22,%22absolute%22:%22%22,%22linkText%22:%22agentic%20AI%22%7D). A striking 93% of respondents, furthermore, believe that this new technological trend will make these interactions more personalized and efficient for their customers.
I have to deal with Cisco’s own support quite often, and it can’t get any more useless than it is today, so sure let’s go with AI
Only 68% by 2028? I thought we were suppose to have robot bug killer drones by then?
I don’t think I’ve ever met anybody who did customer support and actually enjoyed it after having experienced it for a while, so that’s at least 1 role where automation would arguably be a good thing.
Customers and employees are a barrier to cash grabs.
Wow, can’t wait for the endless circle jerk of stupid questions that will end with me moving to a different service that uses humans.
Anybody ever dealt with Palo Alto’s ‘support’ site?
I can’t wait for the day AI destroys that.
Company with vested interest on selling equipment for servers required for LLM deployment says world is going to be rosy for them and you should embrace it regardless of it being shit or not.
FTFY