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Gartner predicts that by 2029, agentic Al will autonomously resolve 80% of common customer service issues without human intervention, leading to a 30% reduction in operational costs. Get the research that reveals how enterprises are preparing for this transformation and the implementation roadmap they’re following.
How autonomous AI agents go beyond chatbots to handle complex, multi-step service processes without human intervention
The 3 new job roles emerging as companies deploy agentic AI (and what traditional roles are evolving)
Gartner specific recommendations for evaluating vendor claims and avoiding costly deployment mistakes
How early adopters are using agentic AI to reduce operational costs while improving customer satisfaction
Current automation breaks down when situations get complex. Agentic AI bridges that gap by combining reasoning, planning, and execution in a single system. We believe these findings show why enterprises are investing heavily in this autonomous approach.
This report outlines key recommendations for service leaders preparing for this technological shift.
Gartner, What Is Agentic Al and How Will It Impact Customer Service?, By Daniel O’Sullivan, Kathy Ross, Francesco Vicchi, 25 February 2025
GARTNER is a registered trademark and service mark of Gartner, Inc. and/or its affiliates in the U.S. and internationally and is used herein with permission. All rights reserved.
