How Agentic AI is Transforming Customer Service

Agentic AI systems can act autonomously, making decisions and pursuing goals without human intervention. Gartner predicts that by 2029 these systems will resolve 80% of common customer service issues, reducing operational costs by 30%. The global agentic AI tools market is projected to reach $10.41 billion in 2025 with a CAGR of 56.1% (SuperAGI report).

What is Agentic AI?

Agentic AI refers to AI capable of goal‑oriented behaviour, decision‑making and autonomy. Unlike task‑specific AI, agentic systems perceive their environment, reason about the current state and execute plans to achieve their goals (SuperAGI report).

Implications for Customer Service

By handling routine queries and troubleshooting autonomously, agentic AI frees human agents to focus on complex issues. Early adopters such as IBM and SS&C Blue Prism are demonstrating tangible efficiency gains (SuperAGI report).

Conclusion

As agentic AI continues to evolve, customer service operations can expect greater automation, improved response times and lower costs. However, ethical and governance considerations remain crucial.