The Future of Customer Service: How Agentic AI Will Transform the Industry by 2029

Agentic AI to Automate 80% of Customer Service Queries by 2029

By 2029, agentic AI is predicted to autonomously manage 80% of standard customer service queries without human intervention, according to a Gartner study. This new wave of AI is designed to perform specific tasks independently, unlike previous models that were limited to text generation or conversation summarization.

Gartner has forecasted a major shift in customer service by 2029, thanks to the increasing prevalence of agentic AI. (Photo: Shutterstock)

The Shift Towards Autonomous Customer Service

Gartner's research suggests that the rise of agentic AI could also lead to a 30% decrease in operational expenses. This technology is expected to change how service interactions are managed, particularly in an industry known for its repetitive tasks that are too complex for standard machine learning platforms.

“Agentic AI has emerged as a game-changer for customer service, paving the way for autonomous and low-effort customer experiences,” said Daniel O’Sullivan, Gartner's Customer Service & Support Practice senior director analyst. Unlike traditional GenAI tools that merely assist users with information, agentic AI will proactively resolve service requests on behalf of customers, ushering in a new era of customer engagement.

Adapting to Machine Customers

Service teams will need to adapt to supporting not just human users but also an increasing number of machine customers powered by these advanced AI tools. This transition may present challenges for teams that are used to reacting to human customer demands.

For customers, the service experience will significantly change as AI agents will not only provide information but also perform actions—like navigating websites to cancel memberships or negotiating shipping rates for business clients. Moreover, agentic AI could proactively identify and resolve issues before they escalate.

Gartner emphasized that service organizations must prepare for changes in the nature and volume of interactions, which will redefine customer relationships and create new opportunities for value delivery.

Industry Responses to the AI Shift

In response to this shift, Salesforce has introduced Agentforce 2dx, a platform designed to integrate autonomous AI agents into workflows. Additionally, Amazon Web Services (AWS) has launched a new division focused on agentic AI to enhance user and customer automation.

Embracing AI in Customer Service Roles

A separate study by Gartner revealed that 85% of customer service leaders plan to explore or pilot conversational GenAI solutions by 2025, indicating AI's increasing role in the sector. The study, which surveyed 187 customer service leaders, found that many leaders are taking on strategic roles traditionally held by IT. Nearly 47% of respondents believe their organization should identify new AI opportunities.

40% of respondents indicated that customer service teams are leading AI evolution roadmapping, showcasing a significant shift in responsibilities within organizations.