{"id":68217,"date":"2025-03-05T16:49:47","date_gmt":"2025-03-05T16:49:47","guid":{"rendered":"https:\/\/www.cxtoday.com\/?p=68217"},"modified":"2025-05-06T15:20:03","modified_gmt":"2025-05-06T14:20:03","slug":"agentic-ai-gartner-predicts-80-of-customer-problems-solved-without-human-help-by-2029","status":"publish","type":"post","link":"https:\/\/www.cxtoday.com\/contact-center\/agentic-ai-gartner-predicts-80-of-customer-problems-solved-without-human-help-by-2029\/","title":{"rendered":"Gartner Predicts that Agentic AI Will Solve 80 Percent of Customer Problems by 2029"},"content":{"rendered":"

Gartner has predicted that agentic AI will autonomously resolve 80 percent of common customer service issues without human intervention by 2029.<\/span><\/p>\n

According to the research firm, this will lead to a 30 percent reduction in operational costs.<\/span><\/p>\n

Unlike earlier AI models that were confined to text generation or interaction summaries, agentic AI represents a breakthrough by enabling autonomous task completion.\u00a0<\/span><\/p>\n

The technology also allows customers to ask multi-faceted questions, fundamentally redefining how customers engage with service teams.<\/p>\n

In expounding on the prediction, Daniel O\u2019Sullivan<\/strong>, Senior Director and Analyst in the Gartner Customer Service & Support Practice<\/strong>, said:<\/p>\n

Agentic AI has emerged as a game-changer for customer service, paving the way for autonomous and low-effort customer experiences.<\/span><\/p><\/blockquote>\n

In addition to handling assigned tasks, agentic AI <\/span>has the capacity <\/span>to<\/span> proactively identify and resolve issues before a customer reaches out.\u00a0<\/span><\/p>\n

Soon, such pre-emptive customer service – not proactive customer service – will become the gold standard.<\/p>\n

Customers Will Utilize AI Agents, Too<\/h2>\n

Just as businesses use AI agents to engage with customers, customers will increasingly use their own forms of AI to contact businesses in the near future.<\/p>\n

Recent innovations from Google seem to have brought this future closer<\/a>.<\/p>\n

This transition presents a “potential challenge” for customer service teams accustomed to handling reactive demand from human customers.<\/span><\/p>\n

O\u2019Sullivan explained that organizations will need to “rethink their approach” to managing inbound service interactions, preparing for a future where AI-driven requests “become the norm.”\u00a0<\/span><\/p>\n

“In this future, automation will need to become the dominant strategy for all service teams,” O\u2019Sullivan said.\u00a0<\/span><\/p>\n

In order to<\/span> prepare, Gartner advises <\/span>customer service and support leaders<\/span> to take the following actions:<\/span><\/p>\n