Forethought’s 2025 AI in CX Benchmark Report: The Impact of Agentic AI on Customer Experience Efficiency and Satisfaction
Unlocking Customer Experience: The Power of Agentic AI in CX Operations
In the rapidly evolving landscape of customer experience (CX), the latest 2025 AI in CX Benchmark Report from Forethought reveals a game-changing trend: companies leveraging agentic AI are not just keeping pace; they are outpacing their competitors. This innovative approach to artificial intelligence is transforming how businesses resolve customer service tickets and manage operational costs, leading to enhanced customer satisfaction and retention.
What is Agentic AI?
Agentic AI is defined as a sophisticated form of artificial intelligence that enables autonomous decision-making, allowing it to act on behalf of users. This contrasts sharply with traditional AI solutions, such as basic decision trees and retrieval-augmented generative AI (RAG), which often require more manual intervention and oversight.
Key Findings from the Report
The report, based on a survey of over 600 CX professionals from mid-market companies in the U.S., highlights several compelling statistics:
Increased Efficiency: Companies utilizing agentic AI processed 57% more customer service tickets than those relying on less sophisticated AI solutions.
Higher Deflection Rates: Organizations employing agentic AI achieved an average 33% higher deflection rate. Notably, 73% of these companies reported improved deflection rates within a year, compared to just 40% for those not using agentic AI.
Cost Savings: Implementing agentic AI with dedicated platforms or in-house solutions resulted in an average reduction of $4 per case, translating to over 20% in cost savings.
Customer Satisfaction on the Rise
The report also sheds light on customer satisfaction metrics. A striking 64% of respondents using agentic AI reported higher Customer Satisfaction (CSAT) scores in 2025, compared to 55% for those using RAG-based AI and 49% for companies not employing AI at all. This underscores the tangible benefits of adopting advanced AI solutions in CX operations.
The Role of Help Desk Platforms
Integration is key. The report found that companies leveraging agentic AI alongside popular help desk platforms, such as Freshdesk, Kustomer, and Hubspot, achieved the highest deflection rates—66%, 61%, and 60%, respectively. This highlights the importance of choosing the right tools to maximize the effectiveness of AI in customer service.
Multi-Channel Approach to CX
As customer preferences evolve, so too must the channels through which businesses engage with them. While voice remains the dominant channel for customer interactions, chat is rapidly emerging as the fastest-growing avenue. The report indicates that 60% of respondents believe voice is the most effective channel for resolving issues, while younger generations show a marked preference for chat and text.
Barriers to AI Adoption
Despite the clear advantages, the report identifies several barriers to broader AI adoption in CX:
Integration Challenges: 73% of respondents cited difficulties in integrating AI with existing systems.
Data Privacy Concerns: 59% expressed worries over data privacy and security.
Customer Trust Issues: 58% noted challenges related to customer acceptance and trust in AI solutions.
The Future of CX with Agentic AI
Deon Nicholas, President and Co-Founder of Forethought, encapsulates the essence of these findings: "Companies using AI that can go beyond responding to questions to take action and resolve customer issues are seeing the biggest improvements in satisfaction, retention, and efficiency."
As businesses strive to stay ahead in a competitive landscape, prioritizing agentic AI solutions that resolve customer issues end-to-end will be crucial. The report serves as a clarion call for organizations to embrace this transformative technology, not just as a tool for efficiency but as a means to foster deeper connections with their customers.
Conclusion
The 2025 AI in CX Benchmark Report paints a promising picture of the future of customer experience. With agentic AI leading the charge, companies have the opportunity to enhance their operational efficiency, reduce costs, and most importantly, elevate customer satisfaction. As we move forward, the question remains: will your organization be among those embracing this revolutionary technology, or will you be left behind in the age of traditional AI? The choice is yours.
