According to Gartner’s latest study, agentic AI will handle 80% of common customer service issues without human intervention by 2029. This also translates to a reduction of operational costs by 30%.
Unlike earlier AI tools that simply provided answers or summarized interactions, agentic AI can take action. These AI-driven agents will manage service requests, reshaping how businesses and customers interact.
“Agentic AI has emerged as a game-changer for customer service, paving the way for autonomous and low-effort customer experiences,” said Daniel O’Sullivan, senior director analyst at Gartner’s Customer Service and Support Practice. “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.”
This shift means service teams must prepare to support not only human customers but also an increasing number of AI-driven requests. Businesses accustomed to handling direct interactions must adjust as AI agents take over routine tasks.
AI-driven requests
“Organizations will need to rethink their approach to managing inbound service interactions, preparing for a future where AI-driven requests become the norm. In this future, automation will need to become the dominant strategy for all service teams,” O’Sullivan said.
For customers, agentic AI will do more than provide information. It will take action, such as canceling memberships, negotiating shipping costs, or even detecting and fixing issues before they become problems. This change will redefine how service organizations operate and how they gather customer data.
Gartner advises businesses to improve automation by strengthening self-service systems and ensuring infrastructure can support AI-driven interactions. Service models should be adjusted to handle AI requests, with smart routing that differentiates between AI and human inquiries. Clear policies should be established to address privacy, security, and when human agents should step in. Companies should also work with product teams to embed AI capabilities into services, reducing reliance on external AI systems.
“As customers increasingly leverage agentic AI-powered agents to initiate, manage, and negotiate service requests on their behalf, service teams must adapt to this transformative shift, embracing new roles and skills to effectively collaborate with these intelligent systems,” O’Sullivan said.