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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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uSMART Securities Singapore Marks Third Branch Opening in Bugis with Lion Dance and K-pop

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SINGAPORE, Nov. 14, 2026 /PRNewswire/ — uSMART Securities Singapore officially opened its third branch at 516 North Bridge Road, #01-00, Singapore 188740 expanding its physical presence in Singapore with a new uSMART Investor Hub. The opening was marked by a private ceremony featuring a speech, a traditional lion dance and a K-pop dance performance, bringing together the uSMART team, esteemed guests and partners.

The Bugis opening marks another milestone in uSMART’s expansion in Singapore, following the launch of its first local branch at Robinson Road in July 2025 and its Somerset branch in October that year. The new branch reflects the company’s approach of combining digital trading with face-to-face support, offering clients an additional location to make enquiries, receive assistance with account opening and engage directly with the team.

Speaking at the ceremony, Mr Eng Thiam Choon (TC Eng), Chief Operating Officer of uSMART, highlighted the importance of maintaining physical branches alongside digital brokerage services. Clients may appreciate the opportunity to discuss opening their first investment account, gain a better understanding of products available on the app or receive assistance with any issues.

“Customers should have a choice in how they deal with us. If they’re comfortable doing everything on the app, that’s fine. If they’d prefer to come in and talk, we want to make that possible too,” said Mr Eng.

Drawing on its experience operating branches in Hong Kong, uSMART has tailored this approach to the Singapore market through ongoing engagement and conversations with local clients.

Mr Eng also highlighted the importance of understanding different trading rules, currency exposure and diversification as investors explore more markets. Seminars and conversations with the branch team will support these learning opportunities, equipping clients with the knowledge and information they need to make informed investment decisions.

“You don’t need to come with a decision already made. You can come with a question,” said Mr Eng.

Beyond the opening celebrations, Mr Eng highlighted the importance of consistent client service through attentive listening, clear communication and following through on commitments.

About uSMART Securities (Singapore) Pte. Ltd.

Established in March 2021, uSMART Securities (Singapore) Pte. Ltd. is the Singapore entity of uSMART Group, which holds a Capital Markets Services licence issued by the Monetary Authority of Singapore (MAS) (Licence No. CMS101161).

Through the uSMART platform, the company provides access to stocks across global markets, as well as ETFs, options, futures, funds, Contracts for Difference (CFDs) and forex products. Its services include digital trading tools and client account support.

In addition to its digital trading platform, uSMART offers structured investment solutions, including Fixed Coupon Notes (FCNs), catering to investors with different investment objectives and risk preferences. Through its growing network of physical branches, the company also provides face-to-face assistance, investor education and account support, complementing its digital services.

Branch Address

uSMART Securities – Bugis Branch
516 North Bridge Road, #01-00
Singapore 188740

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SOURCE uSMART Securities (Singapore) Pte. Ltd.

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Chinese Team Drops a “Game-Changer”: Motphys Launches MotrixSim 1.0, Sparking Industry Buzz

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BEIJING, Nov. 14, 2026 /PRNewswire/ — If the global expansion of Chinese-made robots defined the hardware boom in the first half of the embodied AI race, the second half will be won by those that can bring down the high cost of real-world trial and error and make robot training more universal and accessible. In this underlying physics engine race long dominated by Western players, a Chinese team is now bringing a potential game-changer to the field.

Recently, Chinese company Motphys was invited to attend CoRL 2026, where it showcased its fully in-house embodied intelligence simulation engine—MotrixSim 1.0. In extreme benchmark tests against leading international physics engines, MotrixSim 1.0 demonstrates extraordinary capabilities: overwhelming established open-source engines in the contact and grasping test and vastly surpassing mainstream GPU-accelerated simulation platforms in training efficiency.

In the past, simulation was primarily used for error-proof verification at the end of the design phase. But in the era of embodied AI, AI requires massive amounts of interaction experience.

“Simulation once served to validate how machines perform. Now, it is where they learn how to perform,” said Zhang Heng, co-founder and CTO of Motphys. Simulation has evolved from a “post-design validation tool” into a “physical experience production system”. To power this system, Motphys builds its physics engine entirely in-house, developing the core from the ground up in Rust rather than building on existing open-source engines. This equips MotrixSim 1.0 with strong memory safety and computation power, enabling it to compete with established international players at the underlying architecture level.

True technical strength is proven in extreme tests.

In a “devil-level” disturbance-rejection grasping test where a Franka arm grasps objects of different shapes, MotrixSim 1.0 is the only engine to achieve a 100% pass rate at both 2 ms and 10 ms simulation step sizes. In the microscopic critical friction point test, MotrixSim exhibits hold-and-slip behavior near the critical friction consistent with Coulomb’s law, achieving 0mm slip distance.

In terms of compute and training efficiency. Through its unique pipeline supporting CPU/GPU parallel computation, MotrixSim can achieve a physics simulation throughput of millions of physics steps per second across 4,096 parallel environments. In a controlled comparison conducted on the G1 whole-body tracking task, under the same task environment configuration and the same RL algorithm, MotrixSim reaches the current tracking score in about 10.2 minutes of end-to-end time, while the Isaac Sim-based solution takes 130.8 minutes—a gap of about 12.8×.

Furthermore, for the Strandbeest complex closed-loop mechanism with 92 linkages, when traditional engines fail to maintain the stability of the mechanism at a large time step of 5ms, MotrixSim solves closed-loop constraints together with the multibody dynamics in generalized coordinates, so the mechanism maintains its assembly relationships during motion.

Beyond extreme physical conditions and compute, MotrixSim 1.0 has achieved breakthroughs in multimodal perception and developer experience: LiDAR simulation throughput reaches 124 million rays per second; visual synthesis maintains stable throughput even when resolution surges 16 times. In terms of developer experience and industrial deployment, MotrixSim 1.0 streamlines development with high-speed solving in a single line of code (98.42% success rate) and a “zero-conversion + AI auto-modeling” workflow. Forge is also launched as the industry’s first Blender-based extension tool, enabling AI Agents to automatically generate physics scenes.

Zhang Heng emphasized that the core proposition of Physical AI is to transform expensive and slow “real-world physical experience” into digital learning resources that can be generated at scale.

Motphys’s relevant research has been accepted to top international conferences such as RSS and CoRL, and the company has built a simulation and real-robot training center for embodied AI in China. Currently, the world’s leading physics engines primarily include Google’s MuJoCo and NVIDIA’s Isaac Sim.

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SOURCE Motphys

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HiTHIUM Partners with the University of Cambridge to Advance International Industry-Academia Collaboration in Long-Duration Energy Storage

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XIAMEN, China, Nov. 14, 2026 /PRNewswire/ — On November 12, the Global Energy Storage Colloquium was held in Xiamen. During the colloquium, HiTHIUM and the University of Cambridge signed a memorandum of understanding (MoU), establishing a strategic partnership. The two parties will collaborate on frontier scientific research, key technology innovation and industrial applications in battery energy storage, bringing academic research into closer alignment with industry needs and exploring new models for international industry-academia collaboration. The partnership aims to contribute to the advancement of global energy storage technology and the industry.

The UK has a strong track record in the development of modern battery technologies and fundamental research. The University of Cambridge is one of the world’s leading universities, with internationally recognized expertise in engineering, materials science and fundamental research. As a leading global energy storage technology company, HiTHIUM has long focused on energy storage technology development and commercialization. It continues to advance integrated research and innovation across the value chain, from high-capacity energy storage cells to long-duration energy storage systems and grid integration technologies.

The collaboration is intended to bring internationally leading academic research into closer engagement with innovation across China’s energy storage industry. The University of Cambridge’s strengths in fundamental science, materials research and engineering will offer new perspectives and approaches to key scientific questions and emerging technologies in energy storage. HiTHIUM will bring its experience in long-duration energy storage (LDES), product development and large-scale deployment, connecting research with real industry needs and application scenarios, and supporting the engineering validation and commercialization of research outcomes. By drawing on the strengths of both research and industry, the partnership will strengthen the links between frontier innovation and practical applications.

Under the cooperation plan, the two parties will establish joint management and research collaboration mechanisms, bringing together academic resources and corporate R&D capabilities. They will work together to plan research projects, facilitate scientific exchange and support the translation of research outcomes, strengthening connections between fundamental research, technology development and industrial applications so that innovation in energy storage can better serve industry needs.

The partnership also marks an important step in HiTHIUM’s efforts to expand its international innovation network. Building on this collaboration with the University of Cambridge, HiTHIUM will further strengthen academic exchanges and research partnerships with leading universities and research institutions around the world. By bringing together international research resources and talent, the company aims to encourage collaboration across disciplines and technology fields, explore the development of technologies such as LDES from a global perspective, and bring technical challenges and application needs from the front lines of industry into research and innovation. This will help research and industrial practice reinforce one another.

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SOURCE HiTHIUM

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