Agentic AI Transforms Customer Service Operations

Consulting and vendor reports from 2025–2026 show agentic AI systems are automating customer-service workflows, using memory, reasoning, and tool execution to detect, resolve, and escalate issues without human intervention. Early adopters report reductions in time-to-resolution of 50% and automation rates up to 90%, while vendors like SAP and Cisco roll out agents and forecasts predict widespread adoption by 2028. Firms must rebuild stacks, governance, and roles to capture value.