This week saw major developments in AI-powered customer service, with Cisco predicting that 68% of customer interactions will be handled by agentic AI by 2028. Companies believe AI will make services more personalized and efficient, with 93% of business leaders saying it will improve productivity.

Big tech companies like Google and Microsoft announced new AI tools to help businesses answer customer questions faster. Experts say these tools could save companies money while making customers happier through 24/7 support and quick problem-solving.

The biggest surprise came from Cisco’s research, showing 89% of customers still want human connection mixed with AI help. This means companies will likely use AI for simple tasks while keeping human agents for complex issues.