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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:

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Identify the right use cases

See where agentic AI excels—complex, repeatable, and time-sensitive scenarios that drive efficiency, quality, and revenue.

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Ensure Data Readiness

Agentic AI needs clean, connected data. Learn why poor data leads to bad decisions - and how to get your systems ready.
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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.
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“Gartner, When to Use (and When Not to Use) Agentic AI for Customer Service, Francesco Vicchi, Daniel O'Sullivan, 18 September, 2025
GARTNER is a registered trademark and service mark of Gartner, Inc. and/or its affiliates in the U.S. and internationally and is used herein with permission. All rights reserved.”

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