Adobe Reports That Businesses Expect Conversational Agents to Handle More Customer Service
Data readiness remains a constraint: reliable automated conversations depend on customer context, consistent information and clear rules.
Reference image: Adobe Customer Engagement Digital Trends. Image source ↗
What happened
Adobe reports that more than three-quarters of surveyed organizations expect agentic AI to handle at least half of customer support interactions within 18 months. Data readiness remains a major barrier.
What changes
The report distinguishes ambitious expectations from the data and operational preparation needed to achieve them.
Why it matters
A support agent needs reliable customer context and a workable escalation process, not just a convincing conversational interface.
Implications for businesses
A U.S. service team should assess its data and escalation processes before setting a target for how many interactions an agent will handle.
Un Rino’s take
Expectations in a survey are not evidence that the same level of automation is already in place.
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