76% of B2B pros say agentic AI can’t replicate human empathy in CX
Though agentic artificial intelligence (AI) tools can act autonomously on a customer’s behalf, 89 per cent of business-to-business (B2B) professionals say the technology needs to be combined with human empathy and connection, according to research published by Cisco.
Based in San Jose, Calif., Cisco commissioned a survey of more than 7,950 global business and technical decision-makers across 30 countries to produce its report, titled The Race to an Agentic Future: How Agentic AI Will Transform Customer Experience.
Cisco’s research showed that despite its perceived importance, 72 per cent of those surveyed predict the role of human interaction in customer experiences (CX) will diminish over time. On a more positive note, 93 per cent believe agentic AI will enable B2B technology vendors to deliver more personalized, proactive, and predictive services.
Cisco identified a number of top B2B agentic AI use cases, including enhanced data analytics and smarter decision-making. However the key value from survey respondents was in accelerating ticket resolution times, which was cited by 55 per cent.
The research forecast that 68 per cent of customer service and support actions by 2028, the same percentage said they believe believe that the
development of agentic AI poses ethical or safety concerns.
By deploying agentic AI, technology businesses can provide customers with
more personalized, proactive and predictive experiences across the technology lifecycle,” the report’s authors wrote. “Crucially, agentic
AI-led customer experience will enable organizations to keep their environments resilient and secure, to accelerate their strategic innovation programs, and to maximize their investments in technology.”
360 Magazine Insight
Cisco’s report concluded the research paints a “hugely optimistic” picture for agentic AI, as well as a huge appetite among B2B customers. However respondents cited a number of reservations that show vendors have a lot more work to do before rushing headlong into deployments.
In the last few pages of the report, for example, more than three-quarters of B2B professionals (77 per cent) said vendors that do not prioritize customer needs in their agentic AI deployment risk damaging their reputation. The eagerness to automate — and potentially reduce contact center headcount — may be a strategic mistake if the technology doesn’t sufficiently address common customer challenges.
The highest stat in the research, meanwhile, was the 99 per cent who said it’s important for technology partners to demonstrate robust governance arrangements to deliver ethical and fair use of agentic AI. This can’t be glossed over and will probably require a significant communications plan alongside any agentic AI deployments.
Overall, this ungated 22-page report balances the survey findings with detailed guidance and advice for those considering agentic AI deployments. It seems primarily aimed at tech companies in the B2B space, which are likely to be the early adopters. For those in more traditional industries, there may be a longer waiting period to see what the biggest agentic AI pitfalls are, and how best to avoid them.
