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Agentic AI Poised to Handle 68% of Customer Service and Support Interactions by 2028

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 New Cisco Research Reveals Overwhelming Demand for Agentic AI
to Transform the Way Technology Vendors Deliver Customer Experience

 News Summary:

The rise of agentic AI: By 2028, 68% of all customer service and support interactions with technology vendors are expected to be handled by agentic AI.
Customer experience becomes mission-critical: With growing IT complexity, 92% of organizations say the support and services they receive are more important than ever.
Transformational benefits of AI: A striking 93% of respondents predict that agentic AI will enable more personalized, proactive, and predictive services.
The power of human connection: Despite AI’s rise, 89% of customers emphasize the need to combine human connection with AI efficiency to optimize experiences.

SAN JOSE, Calif., May 27, 2025 /PRNewswire/ — Cisco (NASDAQ: CSCO) today announced the findings of its latest global research report, “The Race to an Agentic Future: How Agentic AI Will Transform Customer Experience,” highlighting the potential of agentic AI to revolutionize the way technology vendors deliver services and support to customers.

In the survey of 7,950 global business and technical decision-makers across 30 countries, respondents predict that agentic AI will play an increasingly prominent role in their interactions with technology vendors over the coming years and are positive about the benefits it will bring. 88% report they feel confident that the agentic AI-led customer experience provided by technology partners will help their organization achieve its goals – for example, making their IT environments and operations more efficient, resilient and secure, accelerating their most important strategic IT projects, and maximizing value from their IT investments.

Respondents also expect the pivot to agentic AI-led customer experience (including technical support, customer success and professional services) to advance at a far greater velocity than the industry anticipated. They predict that 68% of their customer experience interactions with technology partners will be handled using agentic AI within the next three years. And, surprisingly, they expect more than half (56%) of interactions to be through agentic AI within the next 12 months, representing a significant increase and heaping pressure onto those vendors who are still only in the early stages of thinking about agentic.

Liz Centoni, EVP & Chief Customer Experience Officer, Cisco, commented: “With agentic AI reaching a new level of maturity, we’re closer than ever to solving some of the most persistent customer pain points in enterprise environments. For instance, a significant share of network issues stem from misconfiguration, something agentic systems are poised to eliminate. That shift will lead to smarter networks, stronger security, and more productive teams. As an industry, we’ve been talking about these concepts for decades, and while we’ve made incremental progress, AI – and especially agentic AI – is making that vision a reality.

“We are drawing on four decades of data, our deep industry knowledge, and the trust of our customers to re-imagine Cisco Customer Experience as an agentic-led function. Our vision is to make every customer interaction with Cisco personalized, proactive, and predictive, and to make every customer feel like they are our only customer. And while we’re making meaningful progress, this new research makes one thing clear: we have to move faster.”

In recent years, in response to growing IT complexity, technology businesses have introduced automation into their workflows and layered in AI to streamline support and services. This approach has still required human intervention to stitch processes together – to monitor, decide, act and adapt. Agentic AI negates the need for this level of human intervention. Agentic AI is a category of artificial intelligence that leverages AI Agents and a contextualized interconnection among them. Agentic AI requires agency, meaning the AI Agents are capable of having memory, are task aware and possess the ability to independently take actions – or choose what actions to take or recommend – to achieve a particular outcome through the ability to learn from their environment and reason, with minimal human oversight.

This frees up customer experience professionals to focus on complex problem-solving, humans-on-the-loop feedback process for specific use-cases (where humans, for example, provide feedback to an AI system to improve its performance and focus on accurate and safe results), and building deeper, trusted relationships with customers.

The research highlights the urgent need for technology vendors, many of whom are still only exploring the potential for agentic AI deployment within customer experience, to accelerate their strategies.

Respondents are clear that they believe vendors who are left behind or fail to deploy agentic AI in an effective, secure and ethical manner, will suffer a deterioration in customer relationships, reputational damage and higher levels of customer churn.

Meanwhile, the research highlights that respondents feel that vendors who embrace this transformation head-on, seamlessly and ethically deploying agentic AI across the technology lifecycle, will benefit from data-driven insights, improved scalability within their support and services, and loyalty at scale. Customer experience will become a strategic differentiator, with 81% of respondents predicting that vendors that successfully deliver agentic AI-led customer experience will gain a competitive edge. 

Key Findings

Accelerated demand for customer experience: As levels of IT complexity increase, organizations are leaning on technology vendors more than ever before. 92% of respondents state that the support and services provided by vendors are becoming more critical in the AI era.
Use cases across the technology lifecycle: more than 80% of respondents point to potential benefits of agentic AI-led customer experience at every stage of the technology lifecycle, with customer and technical support, technology strategy and planning, and operations viewed as the greatest opportunities.
Game-changing benefits: customers expect agentic AI to drive improvements in IT productivity, time savings, and cost savings, as well as opportunities to improve data analytics, troubleshooting, and alignment of technology investment with digital transformation goals.
Human connection is irreplaceable: customers want to retain human interaction when engaging with support and services, with 96% stating that human relationships are very important when interacting with B2B technology partners.
Robust governance is non-negotiable: 99% of respondents state that it’s important for technology partners to demonstrate robust governance arrangements to deliver ethical use of agentic AI, and 81% feel that vendors need to share their vision for AI-led customer experience to bring customers along on the journey.

You can read the full report here: The Race to an Agentic Future: How Agentic AI Will Transform Customer Experience.

Additional Resources

Research Report
Executive Blog
Digital Newsroom

About Cisco

Cisco (NASDAQ: CSCO) is the worldwide technology leader that is revolutionizing the way organizations connect and protect in the AI era. For more than 40 years, Cisco has securely connected the world. With its industry leading AI-powered solutions and services, Cisco enables its customers, partners and communities to unlock innovation, enhance productivity and strengthen digital resilience. With purpose at its core, Cisco remains committed to creating a more connected and inclusive future for all. Discover more on The Newsroom and follow us on X at @Cisco.

Cisco and the Cisco logo are trademarks or registered trademarks of Cisco and/or its affiliates in the U.S. and other countries. A listing of Cisco’s trademarks can be found at http://www.cisco.com/go/trademarks. Third-party trademarks mentioned are the property of their respective owners. The use of the word ‘partner’ does not imply a partnership relationship between Cisco and any other company.

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SOURCE Cisco Systems, Inc.

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Jtibot Showcases Autonomous Outdoor Sweeping Innovation at Interclean Amsterdam 2026, Accelerating European Market Expansion

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AMSTERDAM, April 24, 2026 /PRNewswire/ — Jtibot, a developer of autonomous outdoor cleaning solutions, concluded a successful showcase at Interclean Amsterdam 2026, highlighting its focus on large-scale, AI-driven sweeping for industrial, municipal, and campus environments.

At Hall 8, Booth 538, Jtibot presented its autonomous outdoor sweeper designed for environments exceeding 10,000 sqm. Positioned between traditional equipment and emerging robotics, the system addresses the growing demand for more efficient and less labor-dependent outdoor cleaning operations.

During the exhibition, Jtibot attracted strong interest from European distributors and facility management professionals seeking scalable solutions for large-area maintenance. The company was also featured in an official media interview at the event, reflecting increasing attention toward autonomous technologies in the cleaning industry.

Jtibot’s approach centers on human-machine collaboration. By reducing repetitive manual work while maintaining operational flexibility, its systems support more sustainable and efficient facility management practices. This aligns with broader ESG (Environmental, Social, and Governance) priorities, including improved resource efficiency and enhanced working conditions.

Building on its presence at Interclean, Jtibot is currently advancing discussions with multiple European partners for regional distribution and deployment. The company is also in the final stage of a fleet procurement agreement valued at approximately $1.4 million, signaling early commercial traction in large-scale applications scenarios.

“As outdoor environments continue to grow in scale and complexity, automation is becoming essential,” said Steven, VP at Jtibot. “Our goal is not to replace people, but to empower them—making operations more efficient and labor more sustainable.”

Following Interclean Amsterdam 2026, Jtibot is actively expanding its European partner network and preparing for broader market deployment across key regions, as it accelerates its global commercialization strategy.

About Jtibot
Jtibot specializes in autonomous outdoor sweepers designed for large-scale environments. By combining AI-driven navigation with industrial-grade hardware, the company enables efficient, scalable, and sustainable cleaning operations worldwide.

Photo – https://mma.prnewswire.com/media/2965027/PR_image.jpg

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2U Refinances and Raises Growth Capital

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ARLINGTON, Va., April 24, 2026 /PRNewswire/ — Many education technology companies spent 2024 and 2025 scaling back. New university partnerships slowed as institutions built internal capacity. Against that backdrop, 2U completed a growth recapitalization, with its existing owners putting growth capital into the business alongside a refinancing of its current credit facilities.

The question worth asking is: why now, and what did they see?

2U operates edX, a global online learning platform originally co-founded by Harvard and MIT that now reaches more than 100 million people through over 5,300 programs with 250-plus institutional and enterprise partners. Employees from more than 60% of Fortune 500 companies use edX for professional development. To date, over 76,000 people have graduated from 2U-powered degree programs from leading institutions, including UC Berkeley, Howard University, and Georgetown. The company has been privately held since completing a financial reorganization in 2024, and Kees Bol has served as CEO since January 2025.

Lincoln International, which advised 2U on the transaction exclusively, described the refinancing outcome: extended credit maturities, improved capital structure, and financial flexibility to continue executing on 2U’s long-range plan. Managing Director Alex Stevenson said the deal “reflects the confidence of 2U’s owners in the long-term value of the business.”

Confidence in what, exactly? The AI workforce training market. Skills in AI-affected roles are evolving 66% faster than average according to PwC research, and IDC has estimated that unfilled AI skills gaps could cost the global economy $5.5 trillion. Universities and enterprises are both trying to solve that problem, and both are looking for platforms with the breadth and accreditation backing to do it credibly.

2U’s partnerships are designed for exactly that. IBM’s six technical microcredentials on edX train the engineers and data scientists who build AI systems. Microsoft’s CxO Edge program, launched in late 2025, targets the C-suite executives who need to move from AI pilots to enterprise-wide adoption, part of a Microsoft presence on edX that has drawn over 40,000 learners in the past six months alone.. Oxford’s Faculty of Law program addresses governance: what board members and legal advisors need to understand about AI liability, compliance, and fiduciary responsibility. UC Berkeley’s Master of Information and Data Science (MIDS) online program prepares learners to shape the future of AI and data science with human-centered values and focuses on solving the world’s most pressing data challenges. Each program exists because a specific employer community identified a specific gap.

That’s the differentiation investors are backing. Generic online courses are abundant. Programs designed in partnership with IBM, Microsoft, UC Berkeley, and Oxford’s Faculty of Law and delivered on a platform with proven Fortune 500 adoption are not.

Credentials earned on 2U’s edX platform carry the academic standing of the issuing partner institutions. Its programs span executive education, professional certificates, microcredentials, and accredited online degree programs, all powered by 2U’s infrastructure but conferred by partner universities and institutions with their own accreditation.

HolonIQ data puts the broader trend in context: microcredentials grew from 7% of global online program offerings in 2022 to 19% by 2025. The shift toward stackable, job-aligned credentials, in addition to traditional degrees,  is real and accelerating. The global online education market is projected to exceed $200 billion as that trend matures. 2U’s decision to build depth in short-form, employer-designed AI training aligns directly with where learner demand is heading.

None of this is abstract for the organizations that use edX at scale. When a company needs to certify 500 engineers on AI development, or prepare its entire C-suite for a board presentation on AI governance, the platform’s reach and credential quality both matter. A certification backed by IBM and a degree from institutions such as Berkeley carries weight with hiring managers in a way a generic online course does not.

The refinancing extends 2U’s ability to keep building that catalog and the partnerships behind it. Stevenson framed it as giving the management team “the financial foundation to keep executing on its mission.” The mission, under Bol’s leadership, is straightforward: help universities and enterprises close the AI skills gap by meeting learners where they are, at the pace the market demands.

The investors who contributed growth capital made a bet that a platform that reaches 100 million people and has 250-plus partners, including IBM, Microsoft, UC Berkeley, and Oxford in its program portfolio, is better positioned to close that gap than any platform that would need to build from scratch.

Media Contact:
Kees Bol
social@2u.com 

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Autonomous Resource Corporation and Oak Ridge National Laboratory Partner to Accelerate AI-Enabled Defense Manufacturing at National Scale

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Strategic partnership combines ORNL’s supercomputing and advanced manufacturing expertise with ARC’s autonomous production platform to address critical defense industrial base shortfalls

OAK RIDGE, Tenn. and NEW YORK, April 24, 2026 /PRNewswire/ — Autonomous Resource Corporation (ARC), a Delaware corporation, and Oak Ridge National Laboratory (ORNL), the U.S. Department of Energy’s largest multi-program science and energy laboratory, today announced a Memorandum of Understanding (MOU) establishing a strategic public-private partnership to accelerate the on-demand manufacture of qualified, mission-critical components for U.S. national security applications.

The partnership combines ORNL’s HPC and manufacturing capability with ARC’s ARCNet distributed AI-manufacturing platform

The partnership — known as the Exascale Foundry — will combine ORNL’s computing and manufacturing capabilities with ARC’s ARCNet distributed manufacturing platform to create a closed-loop system for AI-enabled materials and manufacturing qualification and autonomous production at defense-relevant scale.

“The United States faces an urgent need to rebuild its manufacturing capacity for critical defense components,” said Bryan Wisk, CEO of ARC. “By combining ORNL’s world-leading computational, materials science, and manufacturing capabilities with our autonomous production infrastructure, we can compress manufacturing and qualification timelines from years to months and deliver manufactured parts at the volumes the warfighter needs.”

Partnership Highlights

Under the MOU, ARC will deploy advanced manufacturing equipment organized into seven production nodes connected to ORNL via ARC’s secure ARCNet infrastructure. ARC will expand capability through ORNL’s high-performance computing (HPC) resources.

ORNL will provide access to HPC expertise for simulation-driven materials characterization and qualification, along with technologies developed at the Manufacturing Demonstration Facility (MDF), the Department of Energy’s only large-scale, open-access advanced manufacturing facility. ORNL’s Peregrine AI software, which has analyzed over 1.9 million additive manufacturing layers, will be integrated into ARC’s production nodes for real-time adaptive control and quality assurance.

This partnership also supports DOE’s Genesis Mission, a national initiative to build the world’s most powerful scientific platform to accelerate discovery science, strengthen national security and drive energy innovation. ARC and ORNL’s collective capabilities will help reenvision advanced manufacturing and industrial productivity, accelerate defense production and qualification, and secure critical supply chain elements.

“ORNL’s advanced manufacturing and computing capabilities are uniquely positioned to help accelerate the transition of laboratory-proven technologies into production-scale defense manufacturing,” said Moe Khaleel, ORNL associate laboratory director for National Security Sciences. “Partnering with ARC ensures we are transitioning our research into real production outcomes.”

The initial implementation will focus on high-temperature nickel superalloy turbine components for autonomous air vehicle engines using metal binder jetting technology, directly addressing demonstrated production bottlenecks in the U.S. defense supply chain.

ORNL Chief Manufacturing Officer Craig Blue added, “This partnership exemplifies the type of relationship necessary to build and grow domestic supply chains for our national security.”

About Autonomous Resource Corporation

ARC is a New York–headquartered corporation building and operating an AI-enabled, autonomous manufacturing platform for national security and critical infrastructure applications. ARC’s Autonomous Resource Controller Network (ARCNet) connects distributed production cells into a secure, federated manufacturing grid capable of producing qualified components at scale. ARC’s leadership team brings deep experience across defense technology, capital markets, materials science, and additive manufacturing at production scale.

About Oak Ridge National Laboratory

Oak Ridge National Laboratory is the largest U.S. Department of Energy science and energy laboratory, conducting basic and applied research to deliver transformative solutions to compelling problems in energy and security. DOE’s Manufacturing Demonstration Facility at ORNL partners with more than 300 companies, spurring over $5.5 billion in economic growth. ORNL is managed by UT-Battelle, LLC for the U.S. Department of Energy’s Office of Science.

Media Contacts:

ARC: Bryan Wisk, Chief Executive Officer | bryan@autonomousresource.com | 929-523-3953

ORNL: Eric Swanson, National Security Sciences Communications Lead | swansonej@ornl.gov | 865-206-5794

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SOURCE Autonomous Resource Corporation

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