Connect with us

Technology

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

Published

on

 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.

View original content to download multimedia:https://www.prnewswire.com/news-releases/agentic-ai-poised-to-handle-68-of-customer-service-and-support-interactions-by-2028-302465212.html

SOURCE Cisco Systems, Inc.

Continue Reading
Click to comment

Leave a Reply

Your email address will not be published. Required fields are marked *

Technology

CHINAPLAS 2026 Media Day: Highlights from 8 Exhibitors

Published

on

By

SHANGHAI, April 24, 2026 /PRNewswire/ — On April 19–20, 2026, the global plastics and rubber industry’s top echelon gathered in Shanghai for the CHINAPLAS Media Day, co-hosted by Adsale Exhibition Services and CommNow China. As the definitive curtain-raiser to the main exhibition, this event brought together senior executives from eight industry titans. More than just a press conference, the session acted as a strategic barometer, revealing the high-tech roadmaps, sustainability breakthroughs, and “China-focused” priorities set to reshape the manufacturing landscape.

Evonik opened with a bold vision, “Shaping an Infinite Future,” unveiling material solutions for next-generation industries like NEVs, the low-altitude economy, and green hydrogen.

Chambroad Group showcased a sophisticated portfolio tailored for the rigorous demands of low-altitude economy, NEVs, medical technology, and specialized aviation, emphasizing the power of collaborative innovation in high-growth sectors.

Sustainability was the core theme for BASF, which presented its “Carbon Exploration Journey.” By focusing on the full lifecycle of materials in the footwear and textile industries, BASF proved that performance and environmental stewardship are now twin engines of value-chain growth.

On the machinery front, ENGEL Group addressed production pain points through its dual-brand strategy (ENGEL and WINTEC). Their presentation tackled the primary pain points in modified plastics injection molding, offering integrated, intelligent solutions for sectors ranging from automotive & packaging to medical, LSR and micro-foaming. ENGEL emphasized how smart production can simultaneously drive down costs and carbon footprints.

Kingfa highlighted the intersection of materials and intelligence. Their display covered an expansive range of applications, including consumer electronics, smart home systems, NEVs, low-altitude applications, and the frontier of “embodied intelligence” (robotics). Leveraging its unique “global-local” supply framework, Kingfa continues to set the pace for high-quality growth in the modified plastics sector through deep technical expertise.

Syensqo introduced specialty polymers essential for the “twin transitions”—digital and green—targeting critical nodes in the supply chains of NEVs, green hydrogen, electronics, healthcare, and semiconductors.

ARBURG chose this stage for the Asia debut of its Allrounder Trend electric series, combining high-end German engineering with optimized ownership costs for the competitive electronics and NEV markets.

In a major bio-based breakthrough, CovationBio launched Xatryx®, a non-food-based bio-PTMEG. This “drop-in” replacement for fossil-based alternatives allows manufacturers to slash carbon footprints without any process adjustments, marking a milestone for the circular economy.

Media Contact:
Skyla Feng
skyla.feng@commnow.cn 
+86-13002176919

View original content:https://www.prnewswire.com/apac/news-releases/chinaplas-2026-media-day-highlights-from-8-exhibitors-302752674.html

SOURCE Adsale Exhibition Services and CommNow China

Continue Reading

Technology

Fintech solutions, gov’t collaboration help cushion impact of oil crisis to consumers, says Mynt CEO

Published

on

By

SINGAPORE, April 24, 2026 /PRNewswire/ — As consumers in Southeast Asia face a “triple-hit” of rising fuel costs, inflation, and economic volatility, leaders from some of the region’s major financial and technology companies highlight fintech’s and government’s role to enable economic resilience in a region navigating global shocks.

Talking about the situation in the Philippines, Martha Sazon, President and CEO of Mynt, the parent company of the country’s biggest finance app GCash, shared how the platform has strengthened its role as a primary distribution channel for government relief—taking a page from its playbook on how it helped keep the local economy running and aid flowing when mobility was restricted during the COVID-19 pandemic.

“We have been helping in the distribution of government aid, especially fuel subsidies to public transport drivers and to encourage more mobility,” Sazon said.

In partnership with transport officials from the government, GCash facilitates the digital disbursement fuel subsidies to thousands of drivers and operators.

This effort is complemented by direct consumer incentives, such as a 50% fare discount for passengers of Metro Manila main rail lines, who can also pay via the GCash app.

These interventions have kept mobility accessible and domestic consumption steady. She also pointed to the role of GCash in supporting overseas Filipino workers (OFW). Until April 30, 2026, the company is waiving inbound and outbound transaction fees for Filipinos in the Middle East.

Moreover, aside from keeping fair loans accessible, the platform is fostering long-term resilience through livelihood opportunities by promoting digital micro-business tools like GCash Pera Outlet, and gig and employment platform GJobs, which provide alternative income streams for both local residents and repatriated workers. GCash has also ramped up financial literacy efforts to give customers practical knowledge on how to save more—while offering affordable and accessible investment and saving options.

Sazon shared these at the recent CNBC CONVERGE LIVE 2026 event at the Jewel in Singapore, joining other regional leaders: Hans Patuwo of GoTo Group and Huynh Thanh Phong of FWD Group. Patuwo noted Indonesia’s resilience but warned that looming subsidy cuts could trigger inflation and strain household consumption. Phong highlighted the importance of trust, stressing that insurers must help customers avoid emotional decisions that could leave them vulnerable during crises.

View original content to download multimedia:https://www.prnewswire.com/apac/news-releases/fintech-solutions-govt-collaboration-help-cushion-impact-of-oil-crisis-to-consumers-says-mynt-ceo-302752679.html

SOURCE GCash

Continue Reading

Technology

The Steadfastness of a 13-Year Veteran Exchange: Understanding the Risk Control Logic Behind HTX Earn

Published

on

By

PANAMA CITY, Fla., April 24, 2026 /PRNewswire/ — In today’s volatile and unpredictable crypto market, “where to trade” may no longer be the primary concern for investors. Instead, “where assets are truly safe” has become the ultimate deciding factor in capital allocation. According to DefiLlama data, HTX recorded over $54 million in net inflows in a single day at the end of March, ranking first among global exchanges in daily inflows. The market is making its choice with real capital: in a highly uncertain crypto cycle, funds are flowing back to platforms that are “safer, more transparent, and more sustainable.”

As various platforms compete for liquidity, how has HTX emerged as a “safe haven” for global investors? The answer may lie in its underlying security framework, which has been in operation for 13 years, and its unwavering pursuit of “zero risk incidents” for user assets.

From Yield to Trust: Reconstructing the Underlying Logic of Earn Products

From a user perspective, “Earn” is often understood as a low-risk financial management tool: deposit assets and obtain returns. However, from the platform’s perspective, this is essentially a complex exercise of capital management and risk control. The core of HTX Earn products is not a single revenue model, but a comprehensive, layered risk management system:

Simple Earn: Offers flexible and fixed products, supporting subscription and redemption at any time or over fixed terms. These products offer an APY of up to 300%, making them a popular choice for beginners and conservative investors. Among them, flagship stablecoin products offer Flexible Earn options for popular assets such as USDT, USDC, USDD, USDE, USD1, and U, with APYs of up to 15%, outpacing  those of industry peers. VIP Flexible products are tailored for HTX SVIP users at Prime Level 5 and above, offering APYs of up to 9%, reflecting the platform’s commitment to diverse user needs.Structured Products (Dual Investment/Shark Fin): These are yield enhancement tools specifically designed for advanced traders seeking to capitalize on market volatility. They are suitable for capturing gains during market fluctuations, with APYs reaching up to 380%.On-chain Earn: Staking and ETH 2.0 products are designed specifically for on-chain participants, covering a variety of mainstream digital assets with seamless operations and APYs of up to 15%.

The vision of HTX Earn is to “fuel the steady growth of every digital asset.”At present, HTX Earn covers 300+ assets and 390+ products, serving nearly 600,000 users. Its extensive product matrix meets the needs of users with different risk preferences, and the adoption rate  continues to grow. But the truly critical factor is not the scale, but rather—how this capital is managed safely.

Merkle Tree Proof of Reserves (PoR): Making Transparency the First Line of Defense for User Asset Security

A sense of security does not come from empty promises, but from the clear verifiability of every asset. HTX publishes regular public disclosures of its Merkle Tree–based Proof of Reserves (PoR), which have continued uninterrupted for 42 months to date.

The latest April Proof of Reserves report shows that HTX has maintained asset reserve ratios at or above 100% across all assets. Among them, the BTC reserve ratio is 101%, the ETH reserve ratio is 100%, and the TRX reserve ratio reaches 108%. This means every user asset deposited on the platform is backed by more than 100% in real reserves, eliminating any possibility of fund misappropriation.

Notably, a key highlight of this disclosure is the upgrade to the USDs display, offering a more “user-friendly” approach to asset presentation. By displaying all USD-pegged stablecoins (including USDT and USDC) in a unified view of USDs, HTX has further enhanced the clarity and readability of the asset structure. This persistent commitment to transparency is a core driver behind HTX attracting over $54 million in net inflows within 24 hours.

13 Years of Stable Operations: A Three-Layer Risk Control Framework

If the Merkle Tree Proof of Reserves (PoR) serves as the externally visible “ledger”, the risk control system embedded within HTX Earn functions as an “armored shield” safeguarding asset security.

Professional Risk Control and Asset Segregation: HTX Earn adopts an institutional-grade security architecture. Through asset segregation and an intelligent tiered risk control system, user assets are strictly segregated from platform operational funds.Ongoing Enhanced Security Infrastructure: Since November 2023, HTX has further strengthened its compliance and security standards, maintaining over 30 consecutive months of zero security incidents. Such long-term, high-intensity stable operations are regarded as an industry benchmark.Dual Drivers of Technology and Compliance: Relying on the platform’s advantage of 13 years of stable operation, HTX has built a comprehensive service system featuring a professional investment research team, 24/7 customer support, zero trading fees, and hourly interest calculation, delivering comprehensive protection for user asset security.

Conclusion: Security is Not a Cost, but a Growth Engine

The flow of capital is the most intuitive vote of market confidence. HTX’s top position in DefiLlama net inflows is driven not only by its diverse product offerings and competitive yields, but also by market recognition of its 13year track record in security.

At the current stage, competition among crypto platforms is returning to fundamentals: those that can manage risk more stably will be better positioned to attract long-term capital. With 13 years of operational experience, HTX has set out a clear path forward:

Making trust verifiable with Merkle Tree Proof of Reserves (PoR)Using product matrices to structure returns and risksTransforming security into brand equity via long-term track records

When “Earn” evolves from a product into an entry point for asset management, the risk control logic behind it truly becomes the platform’s deepest moat. In the marathon of crypto finance, running fast is certainly important, but running steadily is the only way to survive. HTX Earn will continue to strengthen its risk control framework through transparency, making security the strongest foundation for every investor.

About HTX

Founded in 2013, HTX (formerly Huobi) has evolved from a virtual asset exchange into a comprehensive ecosystem of blockchain businesses that span digital asset trading, financial derivatives, research, investments, incubation, and other businesses.

As a world-leading gateway to Web3, HTX harbors global capabilities that enable it to provide users with safe and reliable services. Adhering to the growth strategy of “Global Expansion, Thriving Ecosystem, Wealth Effect, Security & Compliance,” HTX is dedicated to providing quality services and values to virtual asset enthusiasts worldwide.

To learn more about HTX, please visit https://www.htx.com/ or HTX Square , and follow HTX on X, Telegram, and Discord.

View original content to download multimedia:https://www.prnewswire.com/news-releases/the-steadfastness-of-a-13-year-veteran-exchange-understanding-the-risk-control-logic-behind-htx-earn-302752681.html

SOURCE HTX DAO

Continue Reading

Trending