AI Agents and Agentic AI: What Today’s Service and Support Leaders Need to Know

• Assess the current state of agentic AI in customer service and support, including adoption trends, use cases and business value

• Evaluate organizational readiness for agentic AI across data quality, workflow design, integration and governance

• Understand why many agentic AI initiatives stall before reaching production scale

• Build a step-by-step plan for moving agentic AI from experimentation to sustainable business value

Service and support leaders face growing pressure to capitalize on agentic AI as investment accelerates and customer service emerges as one of the most active enterprise use cases. Yet despite rising interest and vendor enthusiasm, production-scale deployments remain limited, financial returns are often difficult to demonstrate, and most implementations still require significant human oversight.

This webinar will examine the current state of agentic AI in customer service and support, separating market expectations from operational reality. Learn where adoption and business value stand today, why many initiatives struggle to scale, and how leading organizations are assessing readiness across data quality, workflow clarity, integration and governance. Gain practical guidance to help move agentic AI initiatives from pilot projects to scalable deployments that deliver measurable business outcomes.

Return to this web page to watch the webinar. Contact us at gartnerwebinars@gartner.com with questions about viewing this webinar.