Agentic AI will autonomously resolve 80% of routine customer service issues without human intervention, according to Gartner. The research and consulting firm also predicts this will slash operational costs by 30% and force companies to rethink their entire approach to customer support.
Unlike traditional chatbots that regurgitate scripted responses, agentic AI takes action. It won’t just suggest a solution—it will carry it out, whether that means canceling a subscription, negotiating shipping rates, or troubleshooting technical problems before they even occur. This level of autonomy changes the nature of customer interactions entirely. Instead of customers reaching out to companies for help, AI agents will increasingly handle these tasks on their behalf, meaning the “customers” that service teams interact with won’t always be human.
Daniel O’Sullivan, senior director analyst in the Fartner 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.”
Some concerns remain
For companies, this raises fundamental questions. What happens when the majority of inbound requests come from bots rather than people? How do service models change when AI agents are not just answering questions but proactively resolving problems? And what does it mean for human service representatives when machines handle the bulk of inquiries faster, cheaper, and, potentially, more effectively?
Businesses will need to overhaul their customer service strategies. Service teams will have to redesign workflows to accommodate AI-driven interactions, ensuring they can distinguish between human and AI requests. Self-service channels will need to be optimised for bot traffic, and companies will have to set clear policies on AI interactions, particularly around data privacy and escalation procedures. Security measures will also need to adapt, as AI agents engaging with corporate systems present new risks.
Another key challenge is ensuring that AI-driven customer service doesn’t strip away the human touch entirely. While agentic AI may handle routine issues, complex or emotionally charged situations will still require human intervention.
Whatever the challenges may be, companies that embrace agentic AI may see a 30% reduction in operational costs. For customers, this could mean faster resolutions and fewer headaches.