2026年AI智能体趋势-客户体验

AIagent

trends

2026

Customer

experienceInteractivereport

Aboutthis

report

Thisreportprovideskeyinsightsforcustomer

experienceleaderstoshapetheirAIagent

strategyfor2026andbeyond.Withineach

trend,youwillfindreal-lifeexamples,technical

resources,andcustomerstoriestosharewith

yourteamsfordeeperlearning.

Thesetrendswereidentifiedusingablend

ofqualitativeandquantitativedata,including

internalGoogleCloudinterviewswithAI

leaders,customercasestudies,andinsights

fromTheROIofAIincustomerexperience

2025report(basedonaglobalsurveyof

3,466enterprisedecisionmakers).

Askthereport

Wanttodigdeeperintothetrends?

NotebookLMisreadytohelp—simplyclickthe

iconforaninteractiveversionofthisreport.

Googlecloud2

AIagentsare

redefiningcustomer

connectionin2026

Whilethesetrendsareuniversal,thisreport

Thedecisiveshiftinpaysparticularattentiontothefinancial

customerexperience(CX)servicesandretailsectors.Theseindustries

ishappeningrightnow.oftenhandlehighvolumeandcomplex

customerrequests,andAIagentsthatoperate

ThatshiftisagenticAI.ThisisAIthatmovesunderhumancontrolandoversight,following

beyondansweringsimplequestionstoestablishedbusinessprocesses,canhelp

understandingacustomer’sgoal,makingameetfast-pacedconsumerdemands.

plan,andtakingactionsacrossapplicationsto

achieveitwithhumanguidanceandoversight.Inthisreport,weexplorefivekeyAIagent

trendsshapingcustomerexperiencein2026.

Duetothiscapability,AIisconnectingUnlockingthevalueofthesetrendsdemands

discovery,commerce,andcustomerservicethatleadersmovebeyondthecontactcenter

intoasingle,seamlessjourney.Ratherthanandunifyfragmenteddatatobuildanintelligent,

losingcustomercontextinthehandoffactiveenginethatprioritizesthecustomerjourney

betweensiloedsystems,AIagentscanacrosseverytouchpoint.

preservepreferencesandintent,delivering

highlypersonalized,proactiveexperiences

atscale.

WhatareAIagents?

Agentsaresystemsthatcombinethe

intelligenceofadvancedAImodelswith

accesstotoolssotheycantakeactions

onyourbehalf,underyourcontrol.

I/O,May2025

KeynotebySundarPichai,CEO,Google

66ForCXleaderschartingtheirAIstrategy,

thefocushasshiftedfromhypetobusiness

impact.Thesuccessfulearlyadoptersare

harnessingagenticAItotransformtheentire

digitalexperience—elevatingcustomer

satisfaction,drivingoperationalefficiencies,

andsustainingbusinessgrowth.”

Darshan

Kantak

VicePresident,Product,

AppliedAI,GoogleCloud

Googlecloud4

5trendsshaping

customerexperience

in2026

1Agentsforeveryemployee

Empoweringindividualsto

achievepeakproductivity

2Agentsforeveryworkflow

Runningyourbusinesswith

groundedagenticsystems

3Agentsforyourcustomers

Delightingcustomerswith

concierge-likeexperiences

4Agentsforsecurity

Advancingsecurity

fromalertstoaction

5Agentsforscale

Upskillingtalentwillbethe

ultimatedriverofbusinessvalue

Googlecud5

Trend12345

Agentsfor

everyemployee

Empowering

individualsto

achievepeak

productivity

1Agentsforeveryemployee2345

Themostsignificantbusiness

shiftof2026isabout

augmentinghumancapability.

Thisnewagenticmodelmovesbeyondsimple

taskmanagementbyempoweringlivecustomer

servicerepresentativeswithateamofAIagents

tomeetcomplexcustomerneedsandimproving

traditionalcustomerchatbotexperienceswith

moretailoredresponses.52%

ofexecutivesinorganizations

usinggenerativeAIhaveAI

agentsinproduction1

66AIagentsrepresentapivotaladvancement,

wheretheycanhelpproactivelyservecustomers

andempowercustomerservicerepresentatives.

Theybridgethegapbetweensimplechatbots

andcomplex,multi-agentsystems.”

Ali

Rana

DirectorofProduct,AppliedAI,

GoogleCloud

1GoogleCloud,TheROIofAIincustomerexperience,2025(Total:n=3466;Questions:(1)HowareAIagentsleveragedacrosstheenterprise?

(2)HowmanyAIagentsdoesyourcompanycurrentlyhavedeployedinproductionacrossyourorganization?)

Googlecloud7

1Agentsforeveryemployee2345

Anewintegrated

workingmodel

Inthisnewmodel,the

employee’sroleshiftsfrom

searchingforanswersto

activelysolvingproblems.

Theirprimaryjobisnolongertoperformevery

mundanetaskpersonally—suchasdatagathering

andbespokecustomerdocumentation—but

rathertoorchestrateateamofspecializedAI

agentstoachieveagoal.Thismodelisabout

morethanjustdelegation;it’saboutaugmentation.

Therealpowercomesfromgivingeveryemployee

agentsgroundedinthecompany’sownenterprise

context—itsinternalsystems,knowledgebases,

customerdata,andpastwork—toelevatethe

impactoftheirefforts.

WhatisgroundinginAI?

ItistheprocessofanchoringanAImodel’s

responsestoaspecific,verifiablesetof

facts—its“groundtruth.”Foran

enterprise,thisgroundtruthisitsown

internaldata.

Googlecloud8

1Agentsforeveryemployee2345

Howitworks

The10xcustomer

servicerepresentative

Acustomerservicerepresentative’sjobThelearningassistant

usedtobeaconstantscrambleofsearching

Beforeanewhireeverspeakstoareal

theknowledgebasesandcompleting

customer,theytrainwithasimulationagent.

follow-uptasksandreports.In2026,

ThisAIagentactsasacustomer—simulating

theycanmultiplytheiroutputbyfocusing

scenarioslikealostpackageorbilling

onhigher-qualitywork,suchascomplex

caseresolutionandrelationshipbuilding.dispute—allowingthehumancustomerservice

representativetopracticesoftskillsand

systemnavigationinarisk-freeenvironment.

Thecustomerservicerep’s

specializedagentsystemTherecommendationsagent

TheirnewroleinvolvesoperatingaWhilethecustomerservicerepresentative

consolesupportedbyspecializedAIfocusesonthe1:1interaction,thisAIagent

agentsthatruninthebackground:analyzesmillionsofpastconversations

touncoverbroadertrends—suchasa

Theknowledgebaseagentspikeinreturnsforaspecificitem—and

proactivelyflagsthistothecustomerservice

Insteadofputtingacustomeronhold

representative,empoweringthemtoalert

tofindapolicy,thisAIagentmonitors

thecustomerorofferabetteralternative.

theconversationandsurfacestheexact

answer,productspecification,ornext-

best-actiondirectlyonthecustomer

servicerepresentative’sscreen.

ThequalityagentReadyto10xyourteam?

InsteadofhumansupervisorsrandomlyGeminiEnterpriseAgentPlatform

reviewing1–3%2ofcallsforqualityenablesemployeestobuildandmanage

assurance,anAIagentcanhelpreviewtheirownspecializedAIagents.

interactionsinrealtime.Itdetects

Trynow

compliancerisksorsentimentdrops

instantly,allowingmanagerstointervene

onlywhenitmattersmost.

2Qualtrics,Whatiscallcentermonitoringandwhyisitimportant?,2022

Googlecloud9

1Agentsforeveryemployee2345

CitihasrolledoutinternalAItoolstoover

182,000employeesacross84jurisdictions.

Throughthethirdquarterof2025,Citi

Ctemployeeshavehadapproximately21million

interactionswiththetools,turningworkthat

oncetookhoursintotasksdoneinminutes.

GAPINC.

ByputtingGoogleCloudAIinthehandsofour

employees,wearefreeingGapInc.teamstofocus

oncreativity,culture,andcustomerconnection.”

SvenGerjets

CTO,GapInc.

Datatip

Teamscanusedataagentsas

anintelligencemultiplier.

Learnhow

1Trend2345

Agentsfor

everyworkflow

Runningyour

businesswith

grounded

agentic

systems

12Agentsforeveryworkflow345

Anagenticsystemisa

digitalassemblyline—a

human-guided,multi-step

workflowthatorchestrates40%

multipleagentstorunaoffinancialservicesexecutives

saytheirorganizationshave

businessprocessendtoend.launchedmorethan10AIagents3

Thetruevaluein2026beginswith

augmentingthecapabilitiesofindividuals

andteams,andcontinuestogrowby

makingtheentirebusinessrunmore

intelligentlyandefficiently,24/7,atscale.

37%

ofretailandCPGexecutivessay

theirorganizationhaslaunched

morethan10AIagents4

66We’reshiftingbeyondsimpledigitalinteractions

andpassivetoolstoAIagentsthatarecapable

ofexecutingcomplex,multi-stepactions

autonomouslyacrosseveryconsumertouchpoint.”

Darshan

Kantak

VicePresident,Product,

AppliedAI,GoogleCloud

3GoogleCloud,TheROIofAIinfinancialservices,2025(FSexecutives:n=556;Question:HowmanyAIagents

doesyourcompanycurrentlyhavedeployedinproductionacrossyourorganization?)

4GoogleCloud,TheROIofAIinretailandCPG,2025(RetailandCPGexecutives:n=585;Question:Howmany

AIagentsdoesyourcompanycurrentlyhavedeployedinproductionacrossyourorganization?)

Googlecloud12

12Agentsforeveryworkflow345

Digitalassemblyline:

Orchestratingagentic

systems

Thisdigitalassemblylineworksbecauseofnewdifferentframeworks,orownedbydifferent

industrystandards—likeAgent2Agent(A2A)organizations.MCPallowsLLMstoeasilyconnect

andModelContextProtocol(MCP)—thatallowwithvariousdatasourcesandtools,suchas

differentAIagentsto“talk”toeachother,evenmanageddatabases(e.g.,CloudSQL,Spanner)

iftheyarefromdifferentdevelopers,builtonanddataplatforms(e.g.,BigQuery).

A2Aprotocol

LocalagentsLocalagents

GeminiEnterpriseAgentPlatform

LLM

(API,3P)

AgentDevelopmentKit(ADK)Agentframework

MCPOrganizationalorMCP

technological

boundaries

APIsandenterpriseapplicationsAPIsandenterpriseapplications

Googlecloud13

12Agentsforeveryworkflow345

SalesforceisworkingwithGoogleCloudtocreate

AIagentsthatworkacrossbothplatformsusingthe

newlylaunchedAgent2Agent(A2A)openprotocol,

aleapforwardinbuildinganopen,interoperable

foundationforagenticenterprises.

Datatip

Discoverhowyourdatateams

cangroundAIinyourbusinessdata.

Getstarted

12Agentsforeveryworkflow345

Howitworks

Agenticcommerce

inaction

Today’spaymentsystemsAnagentinitiatingapaymentwithahuman’s

oversightandguidanceunderanewframework

assumeahumanisdirectlylikeAgentPaymentsProtocol(AP2)breaksthis

initiatingthepurchase.assumption.Thisraisescriticalquestionsfor

retailersandpaymentprocessorsabouthow

toproveuser-givenauthorityforapurchase,

Thisposesafundamentalchallengeforsecurity:

Whathappenswhenanon-humanentity(thehowamerchantcanbesureanagent’srequest

isaccurateandnotahallucination,andwhois

agent)ismakingthefinaltransactiondecision

withpre-approvalfromahuman?ultimatelyaccountableincaseoffraudulentor

incorrecttransactions.

12Agentsforeveryworkflow345

AP2isdesignedasanoptionalextensionfor

protocolslikeA2A,MCP,andUniversalCommerce

Protocol(UCP).Forexample,itextendstheA2A

protocolformulti-agentpaymenttransactions

betweenactorslikeshoppingagents,merchants,

andcredentialsproviders.

Forexample,acustomerisplanningathemed

birthdayparty.Insteadofmanuallysearching

foradozendifferentitemsacrossmultiple

categories—likedecor,tableware,andparty

favors—thecustomercansavetimebyusing

ashoppingagent:

MultimodalinputActionableintelligence

ThecustomeruploadsascreenshotofTheagentprovidestailoredsuggestions,

aninspirationboardandasks,“Canyousuchasapersonalizedcaketopperora

findpartysupplies,decorations,andfavorpopularpartygamethatcomplementsthe

bagitemsthatmatchthisexactthemetheme,organicallyboostingthebasketsize.

fora7-year-old’sbirthday?”

Consentedaction

ContextualreasoningUpontheshopper’sapproval,theagent

Theagentanalyzestheimageforcolorexecutesthetransaction,including

schemesandthemes,checksreal-timeconfirmingdeliverywellbeforethebigday.

inventory,andcuratesacohesivepackage

ofitemsthatalignwiththecustomer’s

budgetandpastbrandpreferences.

TryGeminiEnterprise

forCustomerExperience

Getstarted

PayPaliscreatingagenticshoppingandcommerce

experiencesthroughadoptionofindustry-leading

protocolssuchasGoogle’sAgentPaymentsProtocol

(AP2),asecure,open,scalablesolutionpavingthe

wayforthefutureofagenticcommerce.

Googlecloud16

12Trend345

Agentsfor

yourcustomers

Delighting

customerswith

concierge-like

experiences

123Agentsforyourcustomers45

Forthelastdecade,customer

serviceautomationoftenmeant

pre-programmedchatbots

answeringsimplequestions

anddeflectingsupporttickets.

Theywereefficient,buttheylackedtheability

tounderstandintentorcontext.

WithadvancesinagenticAI,2026willdeliver

morehelpfulconcierge-styleagents.TheseAI

agentsconnectenterprisesandcustomersby

rememberingpreferencesandpastconversations,

groundedinenterprisedata,tooffertruly

one-to-oneexperiences.Theydon’tjustanswer

questions;theyprovidetailoredsuggestions,

basedonacustomer’suniqueneeds.

49%

ofexecutiveswhoseorganizationsare

usingAIagentshavedeployedthem

forcustomerserviceandexperience,

with36%*alreadyseeingROI5

*Ofthosewhohavedeployedcustomerserviceandexperienceusecases

5GoogleCloud,TheROIofAIincustomerexperience,2025(Totalglobal:leveragingagents:n=1,814,reportingROIonagents:n=1802;Question:

(1)WhatusecaseshasyourcompanydeployedAIagentsfor?(2)WhichoftheAIagenttypesthatyourcompanyhasdeployedhaveseenROI?)

Googlecud18

123Agentsforyourcustomers45

Wearewitnessingafundamentalshiftfrom

customersusingstaticchatbotstointeracting

withreasoningAIagents.Thedifferenceisno

longerjustaboutunderstandinglanguage;

itisaboutunderstandingintentandcontext.

Thisisn’tjustcustomerservice;itisthe

modernizationoftheclientrelationship

atscale.”

Georgina

BDirector,uFinanclialSkervicees,ley

GlobalStrategicIndustries,GoogleCloud

Googlecloud19

123Agentsforyourcustomers45

Personalization

atscale

Thedifferenceisn’tjusttheAI,it’sthedata.

YourcustomernolongerhasTheagenticconciergesucceedsbecauseit’s

tostarteveryconversationgroundedinyourenterprisecontext—purchase

byprovingwhotheyareorhistory,logisticsdatabases,andCRMdata.

re-explainingtheirproblem.

ChatbotAgenticconcierge

“Pleaseenteryour12-digit“Hi,Elizaveta.

ordernumber.”Iseeyou’reaskingaboutthe

bluesweateryouboughtlast

week.Oursystemshowsitwas

justdelivered.Areyoucallingto

startareturnoranexchange?”

HomeDepotbuiltMagicApron,anAIagent

thatoffersexpertguidance24/7,providing

detailedhow-toinstructions,product

recommendations,andreviewsummaries

tomakehomeimprovementeasier.

Googlecloud20

123Agentsforyourcustomers45

Howitworks

Insightfuland

always-onhelp

Customerserviceis

definedbyitshelpfulness.

TryGeminiEnterprise

Anagenticconciergedoesn’twaitforaforCustomerExperience

complaint.Itmonitorssystemsfortriggers

andresolvesproblemsusingreal-timeGetstarted

datatoprovideinsightsandtakeactions

withhumanguidanceandoversight.

Googlecloud21

123Agentsforyourcustomers45

Buildingtrustthrough

proactivecustomerservice.

Imaginethisscenario:Acustomer,John,3Notifiesthecustomerviatext:“HiJohn,this

signedupfora30-dayfreetrialofa“Premiumisyourbank’sautomatedassistant.Justa

gymapp”amonthago.Hestoppedusingheads-up:Yourfreetrialfor“Premiumgym

itafterthreedaysbutforgottocancel.app”issettoauto-renewfor$150tomorrow.

Tomorrow,theappwillautomaticallychargeWenoticedyouhaven’tusedthiscardfor

hiscard$150forafullyear’smembership.thatservicerecently.Reply‘CANCEL’ifyou

wantmetoblockthischargeandendthe

Theagenticconciergecouldscanthesubscriptionforyou,orreply‘AGENT’to

upcomingscheduledpaymentsandmerchantspeakwithahuman.”

authorizationdataandflagthepotential“bill

shock”bytakingthefollowingsteps:4AfterJohnreplies“CANCEL,”theagent

blocksthemerchantID,sendsacancellation

noticetothevendorviaAPI,andconfirms

1Checksthebackendandidentifiesa

pendingauthorizationfor“$150:PremiumtoJohn:“Allset.Youwon’tbecharged

gymapp”scheduledfortomorrow.$150.I’veremovedthismerchantfrom

yourapprovedlist.”

2AccessesJohn’stransactionhistory

Theproblemisresolvedquickly.Crucially,theAI

andseeshehasn’thadanyinteractions

orsmallin-apppurchaseswiththisagentistransparentaboutitsidentityandoffers

animmediateoff-ramptoahumanrepresentative

merchantsincetheinitialsign-update.

atanytime.Theagentisdesignedtoexecutea

Thepatternsuggests“abandonment,”

smarthandoffwithafullsummaryforcomplexor

not“activeuser.”

emotionallychargedissues.Humanstaffcanstep

inifthecasebecomesmuchmorecomplex.

COMMERZBANK上

AgenticAIwillenableustodeliverhigher-quality

servicestoawidercustomerbasewithgreater

costefficiency.”

OliverDörler

ChiefDataandAIOfficer,Commerzbank

Googlecloud22

123Trend45

Agents

forsecurity

Advancing

securityfrom

alertsto

action

1234Agentsforsecurity5

Inamodernsecurity

operationscenter(SOC),

humananalystsface

aconstantstreamofdata

andalerts.

Infact,82%ofleadersareconcernedorveryAsAIagentshandlemoresensitivetasks—from

concernedthattheymaybemissingrealprocessingreturnstomanagingfinancialdata—

threatsorincidentsduetoalertfatigue.。CXleadersmustensurethatagentsoperate

byusingstrictguardrailsandhumanoversight,

Whilesecurityorchestration,automation,andprotectingcustomerdatafrombadactorsor

remediation(SOAR)solutionsdeliversomeunauthorizedaccess.Forexample,theexpanded

automation,theymayofferonlyincrementalSecureAIFramework2.0canhelpaddressthe

benefits.Butwiththeirabilitytoreason,act,rapidlyemergingrisksposedbyautonomous

observe,andadjustactionsacrosssystemsAIagentsandagenticcommerce.

thathandlesensitivecustomerdata,under

theguidanceofasecurityoperationscenterIn2026,AIagentswillincreasinglyhelpwith

analyst,AIagentshavethepotentialtotaskslikevulnerabilitydiscovery,aswellas

helpsecurityteamsidentifyandrespondtoalerttriageandinvestigation.

threatsmoreeffectively.

Duringhigh-trafficperiodslikeBlack

Friday,thesurgeinweborapptrafficand

transactionvolumecancreateperformance

bottlenecksthatleadtooutagesorprovide

coverforbadactorstomaskmalicious

activityamonglegitimatecustomerdata.

Whensecuritymeasuresprotectthe

digitalstorefrontseamlessly,theybuildthe

confidencenecessaryforlong-termloyalty.46%

ofexecutivesatorganizationswith

AIagentsinproductionreport

adoptingagentsforsecurity

operationsandcybersecurity7

6Forrester,ThreatIntelligenceBenchmark:Stopreacting;startanticipating,2025

7GoogleCloud,TheROIofAI,2025(ExecutiveswhoseorganizationisleveragingagenticAI:n=1814;

Questiontext:WhatusecaseshasyourcompanydeployedAIagentsfor?)

Googlecud24

1234Agentsforsecurity5

Today’sCISOislaser-focusedonachieving

thegreatestdecreaseofriskperdollarspent.

Agentsareessentialtothis,astheydetect

andrespondfastertoenterpriserisks.More

importantly,theyelevateourSOCanalystsfrom

tacticalresponderstostrategicdefenders.”

Jon

Ramsey

VicePresident&GeneralManager,

Security,GoogleCloud

1234Agentsforsecurity5

Thesemi-autonomous

securityoperationscycle

AnagenticSOCorchestratesasystemof

task-basedAIagents,eachwithaspecificrole,

toachieveacommonsecurityoutcome.

Afterreceivingasecurityalert,theagenticSOC

cyclesthroughaprocess,engagingvariousagents.

Thisdynamicprocessofevaluating,acting,MultipleSOCagentsneedcommonenterprise

andre-evaluatingenablesthesystemtocontextandcansharethesamesecuritydata

adapttoachangingsecurityenvironmentsources(e.g.,securitytelemetrydata),regularly

inrealtime,whilefreeinguptimeforhumancommunicate,andadapttheiractionsthrough

analyststo