2025智能体未来竞逐：代理型AI如何变革客户体验研究报告

THERACETOANAGENTICFUTURE:

HowagenticAIwilltransformcustomerexperience

©2025Ciscoand/oritsaffiliates.Allrightsreserved.

3

Foreword

5

Researchmethodology

6

Introduction:AgenticAI-ledcustomer

experienceiscomingatspeed

9

Customerexperiencehasbecome

mission-critical

10

Organizationsarealreadyfeelingthebenefits

ofAIdeploymentwithincustomerexperience

Contents

1

1

Customersareexcitedaboutthepotential

benefitsofAgenticAI

1

2

Awiderangeofusecasesacrossthe

technologylifecycle

1

3

Humanconnectionwillremainacritical

componentofcustomerexperience

1

6

Robustgovernanceandethicalpracticesare

non-negotiableinAgenticAIdeployment

1

8

SuccessfulAgenticAIdeploymentcan

transformrelationshipsanddriverevenuefor

technologypartners

1

9

ExcitementgrowsaboutafuturewhereAgentic

AI-ledcustomerexperiencebecomesthenew

standard

20

AgenticAI-ledcustomerexperienceisnowan

urgentpriorityforB2Btechnologybusinesses

2

1

AboutCiscoCustomerExperience(CX)

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Foreword

BYLIZCENTONI,EVP&CHIEFCUSTOMEREXPERIENCEOFFICER,CISCO

CustomerexperienceisenteringanewerawithagenticAIasthe

transformativeforceleadingtheway.AgenticAIwillfundamentally

changetheverynatureofservices,enablingcustomerexperience

teamstomakeeveryinteractionpersonalized,proactive,andpredictiveacrosseverycustomertouchpoint.Wecannowdeliveronourultimategoal:makingeverycustomerfeelliketheyaretheonlycustomer!

Imagineaworldwherenocustomerneedstorestatetheirissues,whereissuesareresolvedbeforetheyareexperienced,andwhereeveryinteractionfeelstailoredtoindividualneeds,preferencesandbusinessoutcomes.It’snotjustabetterexperience,it’satransformationalone,goingfromfrustrationtodelight.

ForEnterprises,theintegrationofagenticAIintocustomerexperienceworkflowssolvesproblemswehavebeencirclingaround

foryears.Persistentcustomerpainpoints,likeredundantconversationswithcontact

centeragents,networkconfigurationdelays,andmanualcollectionofinfrastructure

requirementsanddesigndocumentation,becomeathingofthepast.

It’snosurprisethenthatthisresearch

uncoversoverwhelmingappetiteand

excitementforagenticAI-ledcustomer

experience.Whatissurprising,isthe

velocity!Businessandtechnicaldecisionmakersareexpectingtheirtechnology

partnerstopivottoanagenticfuturefasterthananyoneanticipated.

Thenumbersspeakforthemselves:

customersexpect56%oftheirinteractionstobehandledbyagenticAIwithinjust12months;andastaggering68%withinthenextthreeyears.

Formanytechnologybusinesses,such

arapidshifttowardsagenticAIpresents

amonumentalchallenge.Thetechnical

complexityisdaunting,andthenifyoulayeronethicalconsiderationsandthecultural

transformationrequiredtointegrateAIintoworkflowsatscale,itraisesthestakes

evenhigher.Youhaveinnovation,precision,responsibility,andfocusonoutcomesthatneedtocometogether.

WhileagenticAIpromisesunparalleled

efficiency,humanconnectionremains

irreplaceable.Complexproblemsolving,

ethicaljudgementandempathyareuniquelyhuman,thatnoalgorithmcanreplace,at

leastnotanytimesoon.Weareallseekingthatbalanceorharmonybetweenagentic

AI’spowerandthehumantouchand

intelligencethatmakescustomerinteractionstrulymeaningful.

©2025Ciscoand/oritsaffiliates.Allrightsreserved.3

©2025Ciscoand/oritsaffiliates.Allrightsreserved.4

Foreword

BYLIZCENTONI,EVP&CHIEFCUSTOMEREXPERIENCEOFFICER,CISCO

Aswithanymajortransformationprogram,thejourneytoagenticAI-ledcustomer

experiencewillundoubtedlyposechallengesandpresentrisksforvendors.Forthose

companiesthatembracethistransformationhead-on,thepayoffisnotjustimproved

customerexperiencemetrics,it’sinmarketleadershipintheAIera.Itwillreshape

customerexperienceintoastrategicdifferentiator,creatingloyaltyatscale.

AtCiscoCustomerExperience,weare

definingthisfuture.Bycombiningcutting-edgeagenticAIwithCisco’swealthofdata,andfourdecadesofhumanexpertise,weareforginganewstandardforcustomer

experience-onethat’spersonalized,

proactive,predictive,andprofoundly

human.Thewinnerswillbetheoneswho

balancespeed,innovationandtrust.Wearereadytoleadthatcharge!

Researchmethodology

Tobetterunderstandcustomerattitudes

towards,andappetitefor,widespread

deploymentofagenticAIwithincustomerexperience,Ciscohasundertaken

comprehensiveglobalresearch,from

board-leveldirectorsandCIOs,throughtoseniorandmid-levelITmanagement.

Thisresearchcomprisedof:

7,950

businesses

Interviewswith7,950businessandtechnicaldecisionmakers,inorganizationswitha

turnoverofatleast$10million.55%of

respondentsworkinorganizationswithaturnoverofatleast$100million.

ResearchconductedinApril2025bySandpiperResearch&Insights.

30

markets

Interviewswereconductedin30markets-Australia,Brazil,Canada,China,France,Germany,HongKong,India,Indonesia,Italy,Japan,Malaysia,Mexico,

Netherlands,NewZealand,Philippines,Poland,Saudi,Singapore,SouthAfrica,SouthKorea,Spain,Sweden,Switzerland,Taiwan,Thailand,UnitedArabEmirates,

UnitedKingdom,UnitedStatesandVietnam.

Respondentsworkedacrossarangeofindustries,includingIT,manufacturing,financialservices,

retail,businessservices,engineering,construction,healthcare,transportation,andmediaand

communications.

Allrespondentsworkedwithinjobroleswherethey

areinteractingwithcustomerexperienceservicesandsupportprovidedbyB2Btechnologybusinesses.

©2025Ciscoand/oritsaffiliates.Allrightsreserved.5

INTRODUCTION

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AgenticAI-ledcustomer

experienceiscomingatspeed

AgenticAIissettobethemosttransformativetechnologytoimpactcustomerexperienceindecades,arguablysincethebeginningofthiscenturyandtheshifttodigitalchannels.

Itsarrivalcouldn’tcomeatabettertime.As

levelsofITcomplexityspiral,companiesin

everyindustryarefacinganever-tougher

challengetokeeptheirITenvironments

andoperationsresilientandsecure;to

acceleratetheirmostimportantstrategicdigitaltransformationprojects;andtomaximizevaluefromtheirtechnologyinvestments.

Asaresult,organizationsareleaningontheirtechnologypartnersmorethanever,andcustomerexperiencehasneverbeenmorecritical.

©2025Ciscoand/oritsaffiliates.Allrightsreserved.7

93%88%

ofrespondentsbelieveagenticAIwillenableB2Btechnologybusinessestodelivermore

personalized,proactive,andpredictiveservices.

feelconfidentthatagentic

AI-ledcustomerexperienceprovidedbyB2Btechnologybusinesseswillhelptheir

organizationachieveitsgoals.

AgenticAIcanprovidetheplatformfor

B2Btechnologybusinessestorespondtoevolvingcustomerneedsinwayspreviouslyunimaginable,helpingorganizationsto

overcometheirmostpressingstrategic

challengesacrossthetechnologylifecycle.

AgenticAIisacategoryofartificialintelligencethatleveragesAIAgentsandacontextualizedinterconnectionamongthem.AgenticAI

requiresagency,meaningtheAIAgentsare

capableofhavingmemory,aretaskawareandpossesstheabilitytotakeactions-orchoosewhatactionstotake-toachieveaparticularoutcomethroughtheabilitytolearnfrom

theirenvironmentandreason,withminimalhumanoversight.

Theresearchpaintsaclearpicture.There

isnowanoverwhelmingsenseofoptimism

surroundingagenticAIanditspotentialto

setanewstandardforcustomerexperience.Businessandtechnicaldecisionmakers

aroundtheworldrecognizehowthisemergingtechnologycandramaticallyenhancethe

supportandservicestheyreceivefromtheirtechnologypartnersand,inturn,deliver

tangiblebenefitstotheirownorganizations.

Acrossthetechnologylifecycle,from

strategyandplanning,anddesignand

deployment,throughtoadoption,operationsandcontractrenewals,thereisaseeminglyendlesssetofusecasesandworkflows

whereagenticAIisexpectedtoincrease

productivity,drivetimeandcostsavings,anddelivermorepersonalized,proactiveand

predictiveexperiencesthaneverbefore.

ButnotonlyistheregreatexcitementaboutthepotentialofagenticAIwithincustomerexperience;thereisalsonowaserious

senseofurgency.Customersarelooking

fortheirtechnologypartnerstodramaticallyacceleratetheiragenticAIprograms,

andthey’reexpectingmorethanhalfof

interactionswithpartnerstobehandledbyagenticAIwithinthenext12months.

Thissuddenaccelerationofappetitemay

comeasashocktosometechnology

vendors,andforthosestillintheearlystagesofthinkingaboutagentic,itrepresentsa

majorchallenge.However,thisgrowing

urgencyisnotsomethingtheycanignore.

AstheracetoharnessthecapabilitiesofagenticAIintensifies,technologybusinessesmustnotoverlooktheneedtoapproachitsdeploymentin

aresponsibleandethicalway.Thisresearchhighlightsrespondents’

concernsaroundthetechnicaldeploymentofagenticAI,andtechnologybusinessesneedtopayattention.Thismeansputtinginplacetheright

governancestructurestoensurethesecurityandprivacyofsensitive

customerdata,andtoeliminatedatabiasandavoidunfairordiscriminatoryoutcomes.Thesestructurescanalsohelpensurethatthereishuman

89%

ofrespondentsbelievethat

B2Btechnologypartnersmustcombinehumanempathy

andconnectionwithagenticAIefficiencytooptimize

customerexperience.

oversightwhereneeded,forexample,whenmultipleagentsaremakingdecisionsthatcouldimpacthumanrightsorhumansafety.Therisks

forbusinessesthatfailtoimplementrobustgovernancestructureswillbecatastrophic.

TheotherimportantconsiderationinthispivottoagenticAI-ledcustomerexperienceisthecontinuingneedforhumanconnection.Thisresearchrevealstheextenttowhichcustomersvaluethehumanrelationships

theyhavewiththeirtechnologypartners,andthecriticalmomentswheretheycontinuetofavorhumaninteraction.Technologybusinessesneedtoensurefrictionlessexperiences,wherehumanworkersandAIagentsareoperatingeffectivelyandharmoniouslyalongsideeachother.

Weareenteringaneweraincustomerexperience.ForB2Btechnologybusinesses,thisisadefiningmoment.

ThosevendorsthatsucceedinimplementingagenticAI-ledcustomerexperienceinaneffectiveandethicalway,andmeetthetimelines

setbytheircustomers,willdrivesignificantcompetitiveadvantage.Enhancedcustomerloyaltyandtrust,theabilitytoscaleservicesatspeed,andincreasedcustomerspend,arejustsomeofthebenefitsthattechnologybusinessesaresettoenjoy.

Ultimately,whendeployedstrategically,agenticAIhasthepotentialtotransformrelationships,positioningvendorsasessential,strategicpartnerstotheircustomersformanyyearstocome.

©2025Ciscoand/oritsaffiliates.Allrightsreserved.8

Customerexperiencehasbecomemission-critical

92%

ofrespondentsstatethatthecustomerexperiencesupportandservicesprovidedby

B2BtechnologypartnersarebecomingmorecriticalasITcomplexityincreaseswithintheirorganizations.

Organizationsarerelyingontheirtechnologypartnersmorethanever

before.AsITcomplexityskyrockets–drivenbyaccelerateddigital

transformation,theongoingshifttocloudandhybridcomputing,the

racetoharnessthecapabilitiesofAI-driventechnologies,andarapidlyevolvingregulatorylandscape–respondentsreportthattheyareleaningmoreheavilyonpartnerstohelpnavigatethesechallenges.

Acrosstheboard,customerexperienceisnowregardedasessential,and72%ofrespondentsdescribethesupportandservicesprovidedbyvendorsas‘veryimportant’.

Intoday’senvironment,organizationsaren’tsimplylookingfortechnologypartnerstohelpwithtroubleshootingandmaintaininguptimeofsystemsandapplications.Thesepartnershaveakeyroletoplaythroughoutthewholetechnologylifecycle,fromstrategyandplanning,anddesignanddeployment,throughtoadoption,operations,andcontractrenewals.

Respondentspointtoawiderangeofareaswheretechnologypartnerscanunlockvaluefortheirorganizations,includingmaximizinginvestmentsintechnology,supportinginnovation,anddeliveringtailoredsolutions

whichdirectlyalignwithkeybusinesschallenges.

CUSTOMERVIEW

Topsixwaysinwhich

B2Btechnologypartnerscandelivervaluethroughcustomerexperience

1.Helptogetadeeper

understandingoftechnology

2.Helptomaximizeinvestmentsintechnology

3.Providestrategiccounselfrom

expertsineachtechnologydomain

4.Reducedowntime,issueresolution

time,andimproveoperationalefficiency

5.Deliverpersonalizedsolutionstailoredtospecificneedsofthecustomer

6.Provideupdatesonthelatest

technologytrendsandbestpractices

©2025Ciscoand/oritsaffiliates.Allrightsreserved.9

©2025Ciscoand/oritsaffiliates.Allrightsreserved.10

OrganizationsarealreadyfeelingthebenefitsofAIdeployment

withincustomerexperience

Inresponsetothisgrowingdemandfor

enhancedcustomerexperience,technologybusinesseshavealreadystartedtointroduceAI-poweredtechnologiestoimprovetheir

supportandservices.

Theresearchrevealsnotonlythatcustomersareawareofthisshift,buttheextentto

whichtheyarealreadyengagingwiththeseAI-drivenservicesandexperiencing

notablebenefits.

Morethantwothirds(68%)ofrespondentshaveusedatleastoneAI-poweredcustomerexperienceserviceprovidedbyaB2B

technologypartner,andateverystageofthetechnologylifecycle,morethan50%have

encounteredanAI-poweredservice.

Mostcommonly,theyareconsumingAI-

driveninsightsandanalytics,orengagingwithchatbotsandvirtualassistants.Morethana

thirdhavealsousedAI-poweredworkflowautomation,automatedtroubleshootinganddiagnostics,andpredictiveanalyticsfor

issueresolution.

Significantly,morethan80%ofthose

respondentsthathaveengagedwithAI-

poweredsupportandservicesfromtheirB2Btechnologypartnersreportthattheyhavehadpositiveexperiences;comparedwithonly4%whohavebeenleftfeelingdisappointed.

TopusecasesforAI-poweredcustomerexperiencetodate

1.AI-drivencustomerinsightsandanalytics

2.Chatbotsandvirtual

assistantsforsupport

3.Chatbotsandvirtualassistantsforcustomersuccess

4.Chatbotsandvirtualassistantsforprofessionalservices

5.Workflowautomation

6.Automatedtroubleshootinganddiagnostics

7.Predictiveanalyticsforissueresolution

8.Automatedsupportticket/supportcasesystems

9.Documentationgeneration

10.Recommendationsfornextbestaction

CustomersareexcitedaboutthepotentialbenefitsofagenticAI

93%

ofrespondentsbelieveagenticAIwillenableB2Btechnologyvendorstodelivermore

personalized,proactive,andpredictiveservices.

88%

areconfidentthatagentic

AI-ledcustomerexperiencewillhelptheirorganizationtoachieveitsgoals.

OnthebackoftheirpositiveexperienceswithAI-poweredsupportandservices,customersarenoweagerfortheirtechnologypartnerstodrivefurtherimprovementsincustomerexperiencethroughwiderandmoresophisticateddeploymentofAItechnologies.

Inparticular,theyareawarethatsometechnologybusinessesare

nowlookingtoenhancetheircustomerexperienceofferingsthroughdeploymentofagenticAI.

MostrespondentsarealreadyfamiliarwithagenticAI,with33%reportingthattheyhaveadeepunderstandingofthetechnologyanditsapplications,and46%statingthattheyhaveagoodgraspofthebasics.

BusinessandtechnicaldecisionmakersrecognizethatagenticAIrepresentsthenextwaveofinnovationwithinAI,andmanywillbeinvolvedininitiativestodesignanddeployagenticAItechnologieswithintheirownorganizations.Asaresult,they’reeasilyableto

understanditsgame-changingpotential.

Acrosseveryregionandeveryindustry,respondentsbelievethat

agenticAIhasthepotentialtotransformcustomerexperienceoverthecomingyears.

Thetopperceived

benefitsforcustomersofagenticAI-led

customerexperience

1.IncreasedITproductivity

2.Costsavings

3.Greateraccuracyinsupportandservices

4.Moreproactivecustomer

experienceservicesandsupport

5.Increasedup-time

6.Timesavings

7.Abilitytoscalecustomer

experienceservicesandsupport

8.Morepersonalizedcustomer

experienceservicesandsupport

©2025Ciscoand/oritsaffiliates.Allrightsreserved.11

©2025Ciscoand/oritsaffiliates.Allrightsreserved.12

Awiderangeofusecases

acrossthetechnologylifecycle

RespondentsbelievethatagenticAIissettoplayacriticalrolethroughoutthetechnologylifecycle,withmorethan80%pointingto

potentialbenefitsateverystage.

Customerandtechnicalsupport,technology

strategyandplanning,andoperationsare

viewedasthegreatestopportunitiesforagenticAItodelivervalue,butsignificantnumbers

ofrespondentsalsoseeopportunitieswithindesignanddeployment,contractrenewalsandadoption.

LookingatamoregranularlevelatdeploymentofagenticAIateachstageofthetechnologylifecycle,ITproductivityisseenasthe

numberonebenefitforcustomersacrosstheboard,followedcloselybytimesavings,andcostsavings.

TheresearchalsoindicatesthatagenticAI-ledsupportandservicescandrivewiderbenefitsatspecificstagesofthetechnologylifecycle.Forinstance,greateraccuracyiscitedasapotentialadvantageforcustomersduringdesignand

deployment,whileinoperations,technologistsbelievethatagenticAIcanleadtotechnologypartnersdeliveringmoreproactivesupport.

Asyouwouldexpectwithsuchagenerationaltechnology,respondentsbelievethatagenticAIhasthepotentialtodelivertransformationforcustomersacrossawiderangeofuse

casesandworkflows.

Aboveallelse,theypointtoopportunitiestoimprovedataanalyticsandinsightsforbetterdecisionmaking;aidtroubleshootingand

issueresolution;aligntechnologyinvestmentwithdigitaltransformationgoals;andsupportwithadoptionandtrainingontherolloutof

newtechnologies.

TopfiveusecasesforagenticAI-ledcustomerexperiencetodelivervaluetocustomers

1.Enhancingdataanalyticsandinsightsforsmarterdecision-making

2.Acceleratingtroubleshootingandissueresolution

3.Aligningtechnology

investmentstrategywith

digitaltransformationgoals

4.Supportingadoptionandtrainingfornewtechnologyrollouts

5.Optimizingtheuseofproductfeatures

55%

ofrespondentsexpecttheintroductionofagenticAItosignificantlyimprovevendorperformanceinsupportticket/caseresolutiontimes.

©2025Ciscoand/oritsaffiliates.Allrightsreserved.13

Humanconnectionwill

remainacriticalcomponentofcustomerexperience

DespitetheirenthusiasmforagenticAI,customersstillwanttomaintainhumaninteractionwiththeirB2B

technologypartners.

Respondentsbelievethathuman

relationshipsare,andwillcontinuetobe,hugelyimportantinhowtheirorganizationsengagewithtechnologypartners

throughoutthetechnologylifecycle.

Theyfeelthatpersonalrelationshipsarevitalforvendorstobuildtrustanddemonstratereliability,drivecustomersatisfaction,optimizecommunication,andresolveissuesinatimelyway.

©2025Ciscoand/oritsaffiliates.Allrightsreserved.14

96%

89%

76%

ofrespondentsconsiderhumanrelationshipstobeveryimportantwheninteractingwiththeirB2Btechnologypartners.

statethattechnologybusinesses

mustcombinehumanempathyandconnectionwithagenticAIefficiencytooptimizecustomerexperience.

believethatagenticAIiscurrently

unabletoreplicatehumanempathyincustomerexperience.

HowhumanrelationshipswithB2Btechnologyvendorsdelivervalueforcustomers

1.Increasedtrustandreliability

2.Enhancedcustomersatisfaction

3.Improvedcommunication

4.Fasterresolutionofissues

5.Adeepunderstandingofthecustomer’sbusinessneeds

6.Strongnetworkandcontacts

7.Accesstotechnicalexpertise

8.Personalizedservices

Theresearchhighlightsspecifictimeswhere

therewillbeacontinuingneedforhuman

interactionwithtechnologypartners.These

includecomplexproblem-solving,tasksthat

requireahighlevelofcustomization,regulatorycomplianceoversight,andissueswhichrequireseriousethicalconsideration.

Customerswanttheirtechnologypartners

tomaximizethemanybenefitsthatagenticAIcandriveacrosstheirsupportand

services,buttheydon’twantthistocome

attheexpenseofmeaningfulandrewardingpersonalrelationships.Intheirhasteto

transitiontoanagenticfuture,technology

vendorsmustnotneglectthecriticalneedtomaintainhumanempathyandengagement.

Interestingly,respondentsanticipatethat

thebalancebetweenagenticAI-ledsupportandservices,andhumanengagement,will

changeovertime.72%predictthattheroleofhumaninteractionincustomerexperiencewilldiminishasAItechnologyadvancesoverthecomingyears.

Thisinturnwillenablehumanworkersto

maximizetheirimpact.WorkinginconcertwithAIAgents,customerexperienceprofessionalswillbeabletofocusonhighervaluetasks,

utilizingtheirexpertise,experienceand

uniquecapabilitiestoforgedeeper,strategicrelationshipswithcustomers.

Respondentsseeadvantagestothisshift,

recognizingthatagenticAIcanaddress

someoftheshortcomingsthattheycurrentlyencounterintheireverydayinteractionswithB2Btechnologybusinesses.

Mostnotably,respondentspointtofrequent

personnelchurnwithincustomerexperience

teamsastheirbiggestfrustrationwithvendors.60%reportthattheyareconstantlyoroften

havingtodealwiththistypeofchurnwhich

canbehugelydisruptive,exposinggapsin

knowledgeamongstnewteammembersandslowingdowndeliveryof

projects.in

knowledgeamongstnewteammembersandslowing

downdeliveryofprojects.

©2025Ciscoand/oritsaffiliates.Allrightsreserved.15

Otherchallengeswithintheserelationshipsincludemiscommunicationbetweenparties,customershavinglimitedaccesstorequiredexpertise,andinconsistenciesinthe

quality-of-servicedelivery.

Theneedforclosecooperationbetween

ThebiggestchallengesinhumanrelationshipswithB2Btechnologybusinesses

humansandAIagentsishighlighted

throughouttheresearch.Respondents

1.Personnelchurnandhavingtodealwithfrequentchangesincustomerexperienceteams

2.Miscommunicationormisunderstandings

3.Limitedaccesstospecificexpertise

4.Availabilityofcustomer

experienceteammembers

5.Knowledgegapswithincustomerexperienceteams

6.Inconsistentservicequality

7.Theneedtorepeatinformationduetolackofnotetaking

stressthatAIagentsneedtobeabletoworkalongsideandprovidefrictionlesshandoverstohumancolleagues.AndthesameapplieswhenpeoplehandofftoAIagents.

Respondentshaveclearideasaboutthe

characteristicsandcapabilitiesthatAIagentsdeployedbyB2Btechnologyvendorsshouldpossess.TheywantAgentstobeable

tohandledatasecurelyandcompliantly,andtoproactivelyidentifyandsolve

issuesinatimelyway.Otherkeyattributesincludeadaptingtonewinformation

andchangingcircumstances,providing

personalizedresponsesbasedonindividualcustomerneeds,andcommunicatingin

multiplelanguages.

TenkeycharacteristicsforAIAgentswithin

customerexperience

1.Securityandprivacy:Ensuresdataprotectionandregulatorycompliance

2.Proactiveproblem-solving:Identifiesandaddressesissuesbeforetheyescalate

3.Abletoworkalongsidehumans:

Seamlesslyintegrateswithhumanteamstoenhancecollaborationandefficiency

4.Providesreal-timeinsights:Offers

immediatedataandanalyticstoinformde