Gartner Predicts Agentic AI Will Revolutionize Customer Service by 2029

The future of customer service is here, and it’s autonomous. Gartner’s latest prediction that agentic AI will autonomously resolve 80 percent of common customer service issues without human intervention by 2029 is a game-changer for businesses and customers alike. This breakthrough technology represents a shift in how customers engage with service teams, allowing for multi-faceted questions and proactive issue resolution.

According to Daniel O’Sullivan, Senior Director and Analyst at Gartner, agentic AI is paving the way for autonomous and low-effort customer experiences. This shift towards automation will require organizations to rethink their approach to managing inbound service interactions and prepare for a future where AI-driven requests become the norm.

As customers begin to utilize AI agents to contact businesses, service teams must adapt to this transformative shift. Gartner advises customer service and support leaders to prepare for automation, revise service models, set AI interaction policies, and collaborate with product teams to integrate agentic AI into products.

For service leaders looking to embrace the world of AI agents, strategic technology integration and strong partnerships with IT and data departments are essential. Developing essential skills such as AI literacy, data analysis, and emotional intelligence will enable leaders to optimize workflows and foster collaboration between AI systems and human employees.

As the relationship between businesses and customers continues to evolve, service leaders must focus on developing a forward-thinking mindset and staying up-to-date with advancements in AI and related domains. By engaging in industry forums and networks, sharing insights, and adopting best practices, service leaders can guide their organizations through this period of significant transformation.

In addition to the rise of agentic AI, Gartner’s recent findings suggest that customers are increasingly choosing third-party customer service experiences over traditional ones. By 2028, 70 percent of customer service journeys are predicted to begin and end with third-party conversational assistants on mobile devices.

The future of customer service is autonomous, proactive, and AI-driven. Service leaders must embrace this shift, adapt to new technologies, and prepare their teams for ongoing technological advancements to stay ahead in the ever-evolving world of customer service.