A survey by Cisco highlights the enduring importance of human relationships in technology partnerships, revealing that 96% of respondents prioritize human interaction. While agentic AI is expected to grow significantly in customer service, with predictions of 68% of interactions being AI-driven by 2028, the technology's current limitations necessitate a blend of empathy and efficiency. Moreover, over 99% emphasize the need for robust governance to ensure ethical AI deployment, underscoring the importance of transparency and security in technological advancements.
Respondents believe that human relationships are, and will continue to be, hugely important in how their organizations engage with technology partners throughout the technology lifecycle.
Ninety-six percent of respondents reported that human relationships are very important when interacting with their technology partners.
Cisco believes that 68% of customer service and support interactions will be conducted using agentic AI by 2028.
More than 99% of survey respondents said that organizations need to employ robust governance arrangements to deliver ethical use of agentic AI.
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