GARTNER® Report: Agentic AI for Customer Service
When Agentic AI can truly improve your chatbot - and when it can’t.
This complimentary Gartner report describes how agentic AI delivers measurable business impact for customer service, and when to rely on simpler automation or human agents instead.
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Our key takeaways from the report:
Identify the right use cases
See where agentic AI excels—complex, repeatable, and time-sensitive scenarios that drive efficiency, quality, and revenue.
Ensure Data Readiness
Agentic AI needs clean, connected data. Learn why poor data leads to bad decisions - and how to get your systems ready.
Gain a competitive edge
Cut through the AI hype. Learn how customer service leaders can create a phased roadmap, prove quick wins, and scale with confidence.
“Gartner, When to Use (and When Not to Use) Agentic AI for Customer Service, Francesco Vicchi, Daniel O'Sullivan, 18 September, 2025
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