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

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11 months ago

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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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HashKey Cloud Partners with EAG to Support the Ethereum Application Ecosystem through ETH Staking

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5 minutes ago

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April 20, 2026

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HONG KONG, April 20, 2026 /PRNewswire/ — HashKey Cloud, the digital asset infrastructure service platform under HashKey Group, announced a partnership with the Ethereum Applications Guild (EAG) during the Hong Kong Web3 Festival. The collaboration introduces an ETH Staking support solution for the EAG community.

The initiative aims to provide EAG community members and the broader community of Ethereum builders with transparent and verifiable staking infrastructure. While ensuring users maintain full autonomous control over their assets, the solution uses a specific contribution program to direct a portion of staking rewards toward supporting the growth of EAG and the native Ethereum application ecosystem.

This partnership represents an extension of HashKey’s long-term commitment to the Ethereum ecosystem and provides a new pathway for supporting the development of the application layer.

Reinvesting ETH Staking Rewards into the Ecosystem to Build Long-term Support Mechanisms

EAG is a global non-profit collaborative organization dedicated to driving innovation, adoption, and real-world impact for Ethereum-native applications. By connecting developers, institutions, and various participants, EAG explores and builds open, transparent, and sustainable collaboration mechanisms for the application layer.

The concept of EAG originated from three years of continuous practice by ShanHaiWoo centered around AI, the Ethereum ecosystem, and public goods. The core mission is to establish a sustainable support mechanism for the growth and real-world implementation of native applications. This partnership leverages ETH Staking infrastructure to allow participants to support network operations while simultaneously contributing to ecosystem building.

Launching the EAG Contribution Pool to Meet Staking Needs

According to the cooperation plan, HashKey Cloud will provide the underlying technical architecture and a dedicated frontend interface for the EAG Contribution Pool (DAPP). This DAPP will serve as the interaction interface embedded within the EAG official website or other partner wallets and platforms, making it easy for users to participate directly in ETH Staking.

Node Model: Supports the 0x02 withdrawal credential node model.Capacity: Minimum 32 ETH per node, supporting up to 2048 ETH.Asset Control: Users maintain constant control over their assets. HashKey Cloud does not touch, control, or withhold user funds. It only provides node operation and technical support.Reward Mechanism: When a node has not reached the 2048 ETH limit, rewards are not withdrawn. Once it exceeds 2048 ETH, rewards flow into the user’s exclusive Withdrawal Vault. Users can manually claim rewards or use the Claim & Contribute mechanism to automatically distribute rewards based on preset parameters.

Connecting Infrastructure to the Application Ecosystem

This partnership aims to bridge infrastructure capabilities with community needs. It provides professional, verifiable ETH Staking services while shifting ecosystem support from one-time donations or short-term grants toward more sustainable, ongoing contribution mechanisms.

Moving forward, both sides will continue to collaborate on Ethereum application layer construction, encouraging more developers, communities, and institutions to participate in the long-term development of native applications.

About HashKey Cloud
HashKey Cloud is an institutional-grade staking infrastructure under HashKey (3887.HK). It focuses on providing secure, auditable multi-chain staking services for global institutions, asset managers, and professional investors. Its services include ETF/DAT Staking, Prime Staking, VIP Staking, API Staking, and Prime Yield, helping clients efficiently manage on-chain assets and returns.

About Ethereum Applications Guild (EAG)
The Ethereum Applications Guild (EAG) is a global non-profit organization dedicated to accelerating Ethereum-native applications with real-world impact. EAG connects developers and institutions to build transparent collaboration mechanisms. Through application acceleration, open co-creation, ecosystem partnerships, sustainable funding, and global events, EAG connects builders, institutions, and ecosystem stakeholders to foster the sustainable growth and broader reach of the Ethereum applications ecosystem.

View original content:https://www.prnewswire.co.uk/news-releases/hashkey-cloud-partners-with-eag-to-support-the-ethereum-application-ecosystem-through-eth-staking-302747026.html

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Step inside Efficient, Healthy, Sustainable Buildings at the 2026 Passive House Network Conference

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6 minutes ago

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April 20, 2026

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Hotel Marcel will host building science experts from around the world on June 4th & 5th in an event that showcases why Passive House is the building-performance gold standard.

NEW HAVEN, Conn., April 20, 2026 /PRNewswire-PRWeb/ — The 2026 Passive House Network Conference, held on June 4th & 5th in New Haven, CT, invites Passive House architects, designers, developers, and other building enthusiasts from around the world to exchange ideas, share experience, and accelerate the adoption of the world’s most rigorous building efficiency standard. Hosted by The Passive House Network (PHN), the conference highlights the Passive House standard as a solution to the variety of housing, climate, and cost challenges facing the building industry today.

“We’re inviting everyone to profit by experience, because there is nothing more valuable than shared experience,” said Ken Levenson, Executive Director of PHN. “Practitioners around the world are finding that Passive House is the way forward for comfortable, sustainable, and resilient buildings.”

The event will take place at Hotel Marcel, the first Passive House Certified Hotel in the country–an ideal building to act as both host and exemplar for this event. Opened in 2022, the all-electric building features EV charging stations, a solar-paneled parking lot, and a gas-free kitchen. The brutalist masterpiece was originally completed in 1970 as a corporate headquarters by Marcel Breuer before its renovation to the Passive House EnerPHit standard and rebirth as an award-winning hotel. Experts involved in the renovation will attend the conference and present on the process, including Bruce Becker, the architect, developer, and owner of the building.

“It seemed to me that this was a perfect opportunity to build a hotel that really was part of the solution to the climate crisis,” Becker said. “I’m happy to take what I’ve learned and share it with architects and developers who have the same goals, and the 2026 PHN Conference is the perfect place to do that.”

Other highlights of the conference program include a showcase of Passive House buildings from around the world, including Senior Housing in Spain, Social Housing in Ireland, and a New York University student residence retrofit. The conference will showcase developments in building materials, like adobe and mass timber, and highlight how Passive House makes financial sense by increasing value and providing climate resilience.

“We’re inviting everyone to profit by experience, because there is nothing more valuable than shared experience,” said Ken Levenson, Executive Director of PHN. “Practitioners around the world are finding that Passive House is the way forward for comfortable, sustainable, and resilient buildings. This conference will celebrate that and share these discoveries so everyone can benefit from a better built environment.”

Over 30 expert speakers will share their perspectives during the two-day event. Registration is now open, and a full program is available to view on the Conference Webpage.

For more information on The Passive House Network, visit https://passivehousenetwork.org/ or email kim@passivehousenetwork.org.

Media Contact

Kim Ravold, The Passive House Network, 1 6094101308, kim@passivehousenetwork.org, https://passivehousenetwork.org/

View original content:https://www.prweb.com/releases/step-inside-efficient-healthy-sustainable-buildings-at-the-2026-passive-house-network-conference-302746459.html

SOURCE The Passive House Network

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PEPSI MAX® RECRUITS GLOBAL STARS TO CREATE THE ‘PEPSI FOOTBALL NATION’: WHERE FANS DEFINE THE RULES

Published

6 minutes ago

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April 20, 2026

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Sir David Beckham, Mohamed Salah, Vini Jr., Lauren James, Alexia Putellas and Florian Wirtz star in Pepsi MAX’s latest brand film – along with a cameo appearance from chef Gordon Ramsay.The campaign is anchored in the rituals of football, from legendary chants to the shared passion of the global community.Pepsi MAX will launch a browser extension to ensure Rule #1 ‘It’s Football, Not Soccer’ is correct across the web and kicks off a fan-debate with Reddit.

LONDON, April 20, 2026 /PRNewswire/ — Ahead of a summer of sport, Pepsi MAX® has brought together football legends in a brand-new film to celebrate the traditions, rituals and shared passion of fans beyond the 90 minutes.

Following the launch of the Pepsi Football Nation platform, a multi-year global platform designed to bring football culture into everyday life for fans across the globe, the campaign film is inspired by the conversations that keep the spirit of the game alive.

The film opens with Sir David Beckham handing the playbook to the fans, inviting them to dictate the “rules” of the Pepsi Football Nation. Viewers are taken on a high-octane journey through a world where fan debate reigns: from local hangouts to unexpected matchups, Florian Wirtz speed parking with accuracy, to the disbelief of a referee who checks it on VAR, Lauren James teaching a university lecture on breaking the offside trap, and blockbuster movies starring Vini Jr., Alexia Putellas, and Mohamed Salah.

Fans throughout unveil the “rules” that are central to the Pepsi Football Nation, brought to life by the Pepsi global roster: Rule #7: Superstitions are Sacred, Rule #33: Who is the “King of Skill”? Rule #84: You Must Wear Your Winning Jersey to Work. Rule #100: Everything Gets Settled on the Pitch.

To celebrate the film, Pepsi MAX is supporting fans tackle Rule #1 of the Pepsi Football Nation: “It’s called Football, Not Soccer”. Fans will soon be able to download a free web extension that automatically replaces every mention of the word “soccer” with “football.” Whether reading global news or scrolling through searches, fans can ensure the “beautiful game” is always described in the best possible way.

Fan debate also lives in chats, fan pages and blogs. That’s why Pepsi MAX is bringing the debate to Reddit, the world’s fastest-growing hub for football discourse. This activation will allow fans to define their own rules and rituals, empowering the community to dictate how the game is celebrated worldwide.

Eugene Willemsen, Chief Executive Officer, International Beverages at PepsiCo, says: “Football has always gone beyond what happens on the pitch during the 90 minutes. It lives in conversations, rivalries, and traditions that bring fans together every day, across communities, markets, and generations. Pepsi Football Nation celebrates that culture and the many ways fans experience the game beyond the match itself. For decades, Pepsi MAX has been at the heart of the game; now, we’re honoring the shared experiences and ‘rules’ that unite fans worldwide.”

The Pepsi Football Nation celebrates the culture of football on and off the pitch. Fans worldwide can watch the full film on Pepsi MAX’s social channels, including:   X (Twitter),  Instagram, Facebook, TikTok, and YouTube.

Player Quotes

Mohamed Salah: “Fans are what makes the beautiful game great, so having a world where they write the rules just feels right. Love being part of the Pepsi Football Nation and celebrate football’s rituals.”

Vini Jr.: “For me, football is about joy and expression, so joining the Pepsi squad to celebrate the game’s culture and passion was easy. I regret not asking the fans sooner!”

Lauren James: “I’ve always had my own approach to big games, whether playing or watching. So to see all these football culture quirks come together in one campaign was great.”

Alexia Putellas: “There’s something special about football culture beyond the pitch. Rituals that are shared by players and fans. I jumped at the chance to help Pepsi bring those traditions centre stage.”

Florian Wirtz: “Football is so much more than a game. There’s passion, there’s debate, there’s traditions. So, it was fun to tell the rules that fans live by every day.”

Notes to Editors

Browser extension privacy

The web extension will work locally in your browser to replace the word “soccer” with “football” on the webpage you are currently viewing. It does not collect, store, or transmit any personal data. No browsing history, cookies, form inputs, or account information is accessed. The permission to “access data on all websites” is required solely so the extension can read the text on the page you are viewing and make the word replacement. No data leaves your device.

About PepsiCo

PepsiCo products are enjoyed by consumers more than one billion times a day in more than 200 countries and territories around the world. PepsiCo generated nearly $94 billion in net revenue in 2025, driven by a complementary beverage and convenient foods portfolio that includes Lay’s, Doritos, Cheetos, Gatorade, Pepsi-Cola, Mountain Dew, Quaker, and SodaStream. PepsiCo’s product portfolio includes a wide range of enjoyable foods and drinks, including many iconic brands that generate more than $1 billion each in estimated annual retail sales.

Guiding PepsiCo is our vision to Be the Global Leader in Beverages and Convenient Foods by Winning with pep+ (PepsiCo Positive). pep+ is our strategic end-to-end transformation that places sustainability at the center of our business strategy, seeking to drive growth and build a stronger, more resilient future for PepsiCo and the communities where we operate. For more information, visit www.pepsico.com, and follow on X (Twitter), Instagram, Facebook, and LinkedIn @PepsiCo.

Credit List:

PEPSI IB

Head of Production: Kane Phillips

Senior Producer: Eleanor Fitzgerald

BIG TIME CREATIVE

Production Lead: Inas Nagy

FILM

SAUVAGE.TV

Director: Ernest Desumbila

Executive Producer: Eva Laffitte

Producer: Isidor Arjona

Post Producer: Yukio Montilla

SOCIAL

SAUVAGE.TV

Director: Pere Sala

Executive Producer: Eva Laffitte

Producer: Pablo Gershuni

Post Producer: Yukio Montilla

SOUND DESIGN

Immersus 

Sound Designer: Alex Nicholls-Lee

PHOTOGRAPHY

Madeleine Penfold Studios

Photographer: Madeleine Penfold

Executive Producer: Rhiannon Reid

Video – https://mma.prnewswire.com/media/2959969/Pepsi_Football_Nation.mp4
Photo – https://mma.prnewswire.com/media/2959970/Pepsi_Football_Nation_1.jpg
Photo – https://mma.prnewswire.com/media/2959971/Pepsi_Football_Nation_2.jpg
Photo – https://mma.prnewswire.com/media/2959973/Pepsi_Football_Nation_3.jpg
Logo – https://mma.prnewswire.com/media/2665176/5923853/Pepsi_Logo.jpg

 

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