Agentic AI is poised to redefine customer experience in ecommerce, with 68% of all support interactions with technology vendors expected to be handled by AI agents by 2028, according to new global research released by Cisco.
The report highlights a dramatic acceleration in the use of intelligent, autonomous AI across digital commerce platforms and warns that companies failing to adopt technology risk falling behind.
The study surveyed 8,000 business and IT decision-makers across 30 countries. It reveals a fast-approaching tipping point in ecommerce support, with 56% of tech vendor interactions projected to involve agentic AI within the next 12 months alone.
What is agentic AI in ecommerce?
Agentic AI — systems that can learn, reason, and act independently — promises to elevate the ecommerce experience by delivering real-time, personalized, and initiative-taking customer service. Nearly all respondents (93%) said they believe the technology will make digital customer journeys more predictive and seamless. Meanwhile, 88% are confident it will directly help them achieve business goals such as streamlining operations and boosting customer retention.
“As online shopping grows in volume and complexity, ecommerce businesses must scale their service capabilities while preserving speed and personalization,” said Liz Centoni, executive vice president and chief customer experience officer at Cisco. “Agentic AI gives digital commerce leaders the tools to meet rising expectations and make every interaction smarter and more meaningful.”
The shift is driven by rising IT complexity and customer demand for frictionless experiences. Many ecommerce leaders now view support services as critical. 92% say vendor-provided support is more important than ever, and 81% believe AI-led service will be a competitive differentiator.
Still, human connection remains a vital part of the equation. While AI promises efficiency, 89% of respondents emphasized that combining AI with human interaction is key to optimizing customer satisfaction in ecommerce environments.
Cisco also found support for responsible AI deployment. A near-unanimous 99% of those surveyed stressed the importance of robust governance and ethical use of AI in customer-facing roles.
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