Agentic AI Expected to Revolve 80% of Common Issues by 2029

According to Gartner, agentic AI is projected to autonomously resolve 80% of common customer service issues by 2029, leading to a 30% reduction in operational costs.

Daniel O’Sullivan, Senior Director Analyst in the Gartner Customer Service & Support Practice, said, “Agentic AI has emerged as a game-changer for customer service, paving the way for autonomous and low-effort customer experiences.

Unlike traditional GenAI tools that simply assist users with information, agentic AI will proactively resolve service requests on behalf of customers, marking a new era in customer engagement.”

Unlike traditional AI models that generate text or summarise interactions, agentic AI introduces systems capable of taking independent actions, such as cancelling memberships or negotiating shipping rates. This shift will require service teams to adapt to supporting both human and machine customers.

For businesses, this evolution means adjusting service models to manage increased AI-driven interactions, investing in scalable infrastructure, and implementing policies for secure AI engagements.

“Organisations will need to rethink their approach to managing inbound service interactions, preparing for a future where AI-driven requests become the norm. In this future, automation will need to become the dominant strategy for all service teams,” O’Sullivan said.

Collaboration with product teams will also be essential to integrate proactive AI solutions directly into products, enhancing issue detection and resolution capabilities.

Author: Hannah Swankie
Reviewed by: Jo Robinson