迈向人工智能未来的竞赛（英）

© 2025 Cisco and/or its affiliates. All rights reserved.1© 2025 Cisco and/or its affiliates. All rights reserved.How agentic AI will transform customer experienceTHE RACE TO AN AGENTIC FUTURE:© 2025 Cisco and/or its affiliates. All rights reserved.2Contents3Foreword5Research methodology6Introduction: Agentic AI-led customer experience is coming at speed9Customer experience has become mission-critical10Organizations are already feeling the benefits of AI deployment within customer experience11Customers are excited about the potential benefits of Agentic AI12A wide range of use cases across the technology lifecycle13Human connection will remain a critical component of customer experience16Robust governance and ethical practices are non-negotiable in Agentic AI deployment18Successful Agentic AI deployment can transform relationships and drive revenue for technology partners19Excitement grows about a future where Agentic AI-led customer experience becomes the new standard20Agentic AI-led customer experience is now an urgent priority for B2B technology businesses21About Cisco Customer Experience (CX)© 2025 Cisco and/or its affiliates. All rights reserved.3© 2025 Cisco and/or its affiliates. All rights reserved.3Imagine a world where no customer needs to restate their issues, where issues are resolved before they are experienced, and where every interaction feels tailored to individual needs, preferences and business outcomes. It’s not just a better experience, it’s a transformational one, going from frustration to delight.For Enterprises, the integration of agentic AI into customer experience workflows solves problems we have been circling around for years. Persistent customer pain points, like redundant conversations with contact center agents, network configuration delays, and manual collection of infrastructure requirements and design documentation, become a thing of the past.It’s no surprise then that this research uncovers overwhelming appetite and excitement for agentic AI-led customer experience. What is surprising, is the velocity! Business and technical decision makers are expecting their technology partners to pivot to an agentic future faster than anyone anticipated.The numbers speak for themselves: customers expect 56% of their interactions to be handled by agentic AI within just 12 months; and a staggering 68% within the next three years.For many technology businesses, such a rapid shift towards agentic AI presents a monumental challenge. The technical complexity is daunting, and then if you layer on ethical considerations and the cultural transformation required to integrate AI into workflows at scale, it raises the stakes even higher. You have innovation, precision, responsibility, and focus on outcomes that need to come together. While agentic AI promises unparalleled efficiency, human connection remains irreplaceable. Complex problem solving, ethical judgement and empathy are uniquely human, that no algorithm can replace, at least not