AI to handle 68% of tech vendor customer support by 2028 Cisco predicts
A Cisco report forecasts that 68% of tech vendor customer support will be automated by AI by 2028, highlighting the growing role of agentic AI in Silicon Valley.
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A new report from Cisco reveals that 68% of customer support interactions with tech vendors will be handled by AI agents by 2028. The study, titled "The Race to an Agentic Future: How Agentic AI Will Transform Customer Experience," surveyed nearly 8,000 business leaders across 30 countries, highlighting the rapid adoption of AI in customer service.
Key Findings:
- 93% of respondents believe AI will make customer interactions more personalized and efficient.
- 89% still emphasize the importance of human involvement in customer service.
- 96% value human-to-human relationships in this context.
The Rise of AI Agents
The success of ChatGPT in 2022 sparked a surge in generative AI investments. Recently, the focus has shifted to AI agents, which combine conversational abilities with tool interaction capabilities. Major tech companies are leading this charge:
- Google released Jules, an AI agent for coding, in public beta.
- Microsoft showcased new AI agent features at its Build 2025 conference.
A separate survey by Ernst & Young (EY) found that nearly half of tech leaders are already using AI agents for internal operations.
Urgency for Tech Vendors
The report warns that vendors lagging in AI adoption risk:
- Reputational damage
- Customer churn
- Lost competitive edge
Conversely, 81% of respondents believe early adopters will gain a significant advantage.
Data Security Concerns
Despite the enthusiasm, 99% of leaders stress the need for robust governance strategies to address data security risks as AI agents become more prevalent.
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About the Author

David Chen
AI Startup Analyst
Senior analyst focusing on AI startup ecosystem with 11 years of venture capital and startup analysis experience. Former member of Sequoia Capital AI investment team, now independent analyst writing AI startup and investment analysis articles for Forbes, Harvard Business Review and other publications.