AI-Driven Customer Service Requests From Autonomous Agents To Drastically Increase, Says Gartner

Agentic AI can also help companies proactively detect issues external AI may find, says Gartner.

Much of the focus on artificial intelligence’s impacts on customer service has been on increasing efficiency by having bots address basic questions, but AI agents are set to become much more autonomous, able to handle complex tasks on their own, according to Gartner.

A March report on agentic AI predicts that it will handle 80% of customer service issues without human interaction by 2029, reducing operational costs by 30%.

“Agentic AI has emerged as a game-changer for customer service, paving the way for autonomous and low-effort customer experiences,” Gartner customer service and support practice senior director analyst Daniel O’Sullivan said in a statement. “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.”

Also read: Gartner Says CDAOs Struggle to Demonstrate Impact of AI