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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 2026, 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 ReportExecutive BlogDigital 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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Global Wisdom, Shared Future: Inaugural Global Energy Storage Colloquium Held in Xiamen

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XIAMEN, China, Nov. 13, 2026 /PRNewswire/ — The inaugural Global Energy Storage Colloquium was held in Xiamen under the theme “Frontiers in Dialogue•Powering Tomorrow’s Storage.” Hosted by HiTHIUM and co-organized by the Energy Storage Application Branch of China Industrial Association of Power Sources (CESA), the colloquium brought together leading international experts, scholars, and industry representatives. Participants discussed battery materials, energy storage technologies, power electronics, system applications and industrial innovation.

As energy storage develops toward longer durations, diverse technologies, larger capacity and greater system integration, the industry faces scientific and technical challenges involving battery materials, lifetime mechanisms, safety limits and power system integration. The colloquium provided a platform for experts to exchange views on these topics and explore how fundamental research and international collaboration can support continued innovation.

Participants came from Imperial College London, the University of Cambridge, Tsinghua University, Xiamen University, Huazhong University of Science and Technology, City University of Hong Kong and other institutions. Maochun Hong, Academician of the Chinese Academy of Sciences from the Fujian Institute of Research on the Structure of Matter, attended the event. Clare Grey, Dame Commander of the Order of the British Empire, Professor of Chemistry, University of Cambridge; Tim Green, Fellow of the Royal Academy of Engineering and Professor at Imperial College London; Shigang Sun, Academician of the Chinese Academy of Sciences and Professor at Xiamen University; Yong Yang, Distinguished Professor at Xiamen University; and Chongqing Kang, Professor at Tsinghua University served as co-chairs. Yunhui Huang, Professor at Huazhong University of Science and Technology served as chief advisor.

Jeff Wu, Founder and Chairman of HiTHIUM; Yong Liu, Vice Chair of CESA; and Kate Harrisson, His Majesty’s Trade Commissioner for China and Hong Kong, delivered remarks at the Colloquium.

According to Jeff Wu, energy storage is a systemic technology spanning multiple disciplines and sectors, and that its development depends on breakthroughs in fundamental research and international collaboration. He said HiTHIUM hopes to build on the colloquium to expand cooperation with leading universities and research institutions worldwide, deepen engagement between academia and industry, and help translate research into practical contributions. The company will continue supporting the colloquium as a lasting platform for exchange and collaboration.

Academic sessions covered battery mechanisms and characterization, degradation and lifetime prediction for grid-scale lithium-ion batteries, power system stability with high penetration of inverter-based resources, and the development of virtual power plants. Experts also discussed real-time, non-destructive battery testing, early warning of thermal runaway, energy storage opportunities at distribution transformer areas, and revenue streams from electricity market participation.

The three-day colloquium also included thematic sessions on energy storage materials and batteries, power and grids, systems and applications. Scholars visited HiTHIUM’s smart factory in Xiamen to learn about advanced manufacturing and industrial practices in China’s energy storage sector.

HiTHIUM looks forward to working with partners worldwide to advance energy storage technology and the industry’s development, supporting the global energy transition and a clean, sustainable future.

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SOURCE HiTHIUM

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Guangdong and Papua New Guinea: Taking roots across the Pacific

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GUANGZHOU, China, Nov. 13, 2026 /PRNewswire/ — A news report from South:

Few places on Earth feel as wild as Papua New Guinea. Spread across more than 600 islands, the Pacific nation is home to extraordinary cultural and biological diversity. But some of what comes from its waters is now travelling much further—all the way to dinner tables in China.

For local seafood exporter Tony Lan, China has transformed the scale of his business. His company buys wild-caught mud crabs from local fishermen before flying them to Chinese cities including Guangzhou.

“We used to sell a few hundred kilos a week to the local market,” Lan said. “But once we started exporting crabs to China, business just exploded. Now we’re moving 20 to 30 tons a week.”

The impact has spread beyond the company itself. Lan said families involved in the crab trade have been able to build better homes and buy televisions and generators.

But the connections between Papua New Guinea and Guangdong go far beyond seafood.

In Port Moresby, 21-year-old Maureen works as a receptionist for a Chinese company. Finding work is far from guaranteed. “A lot of degree holders, they don’t have jobs,” she said. “But you see me, I don’t have a degree, but I have a job.”

Her story leads back to Butuka Academy, the school she graduated from. Built with support from Shenzhen under its sister-city relationship with Port Moresby, the academy now accommodates around 3,000 students. Maureen says the computer skills she learned there—including Microsoft applications, web skills and Excel—are the same ones she now uses at work.

Another connection has taken root in soil.

Juncao, a grass-based agricultural technology developed in China, was introduced to Papua New Guinea in the 1990s. Initially used for mushroom cultivation, it has since found applications ranging from livestock feed to fibers and bioenergy. Over three decades, the technology has spread to more than 9,000 farming households, benefiting around 30,000 people.

For Georgina, whose family was among the early adopters, Juncao has shaped both family life and career. After struggling to find a job for two years, she returned to mushroom farming and helped local farmers find markets. That experience eventually led to her current work with a Shenzhen company exploring new uses for the grass.

“I want everyone to know about Juncao, the benefits of it,” she said. “It’s part of me.”

For National Capital District Governor Powes Parkop, such exchanges are part of Papua New Guinea’s wider development journey.

“Being a rural-based, traditional economy, now trying to become a modern economy, we can only learn from China,” Parkop said. He also stressed the importance of APEC for smaller economies, saying PNG does not always have the means to engage with economies across the Pacific individually, “and we have the opportunity at APEC.”

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SOURCE South

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Longsys and Lexar Showcase Industrial, Automotive and Edge AI Storage at electronica 2026

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MUNICH, Nov. 13, 2026 /PRNewswire/ — Longsys (301308.SZ/09976.HK) and its International high-end consumer storage brand Lexar are exhibiting at electronica 2026 in Munich, Germany, from November 10 to 13. Under the theme “Integrated Storage Empowering Edge AI,” Longsys is launching an industrial-grade wide-temperature mSSD and showcasing automotive storage and Edge AI solutions for industrial equipment, intelligent vehicles and smart devices.

Industrial Wide-Temperature mSSD

The new XP2390Mi industrial-grade wide temperature mSSD targets demanding edge applications such as industrial AI inspection, edge control, outdoor devices and embodied robotics. Supporting -40°C to 85°C and featuring PCIe Gen4×4 and NVMe 2.0, it offers 128GB to 1TB capacities, with sequential read/write speeds of up to 7,400/6,200MB/s.

Its SiP (System-in-Package) design integrates the controller, NAND flash and passive components in one package, reducing board-level solder joints and associated failure risks. It features IP57-rated dust and water resistance, shock and vibration resistance, anti-sulfuration protection, firmware-level power-loss protection and security features. The 1TB version delivers an endurance rating of 600–800 TBW. The product offers optional thermal management extensions and M.2 form factors, including 2230, 2242 and 2280, providing customers with greater flexibility for different device space and mechanical integration requirements.

Automotive Storage for Intelligent Vehicles

Longsys presents automotive-grade UFS, eMMC and LPDDR, as well as industrial/automotive-grade SPI NAND Flash. UFS 4.1 features Wisemem’s self-developed 5nm WM7400 controller, delivering sequential read/write speeds of up to 4,200/4,000MB/s and capacities from 128GB to 512GB. The portfolio supports in-vehicle systems, data logging and future onboard AI applications.

Longsys’ automotive storage capabilities are supported by AEC-Q100 reliability qualification, in-house packaging and testing, and collaboration with more than 20 chipset platforms, 20 automakers and 60 Tier 1 suppliers. Lexar is showcasing dashcam USB drives, memory cards and industrial-grade SD/microSD cards for sustained in-vehicle recording, including sentry-mode use.

Storage and Memory for Edge AI

For AI PCs, AI Boxes and other edge AI devices, Longsys is demonstrating an AMD-platform AI host powered by XP2380MA AISSD™ and AIDIMM™. The AISSD combines a 128GB Static SLC tier for demanding AI workloads with a 512GB/1.5TB QLC tier for models, applications and general data. With the iSA™ Storage Agent, it enables on-demand MoE expert loading and SSD-based data orchestration, helping extend model deployment beyond limited DRAM/VRAM capacity. AIDIMM, based on LPDDR5x, provides a 256-bit interface and bandwidth of up to 307.2GB/s.

Other highlights include AILPBGA™, a high-bandwidth embedded memory solution; HLCache™ UFS, co-optimized with Allwinner to improve multitasking on memory-constrained devices; and UFS 4.1 with iSA, adapted for Qualcomm’s 6th-generation Snapdragon 8 Super Edition platform. At the Snapdragon Summit, the solution powered local end-to-end inference for a 30B-parameter MoE assistant.

From industrial and automotive applications to AI computing at the edge, Longsys continues to advance integrated storage through product innovation and platform collaboration.

About Longsys

Founded in 1999, Longsys (301308.SZ/09976.HK) is a globally leading branded semiconductor memory enterprise, integrating R&D, design, packaging and testing, manufacturing, and sales services. For more information please visit https://www.longsys.com/, and follow Longsys on LinkedIn and Facebook .

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