Survey Shows Marketers Expect Agentic AI to Handle Majority of Customer Interactions Within 18 Months

Summary

A MediaPost article reports on survey data showing marketer expectations for AI adoption across customer-facing functions. The data distinguishes between generative AI and agentic AI tool adoption, finding that generative AI leads in areas like connecting different systems (72% vs. 37% for agentic AI) and shared customer data platforms (71% vs. 39%). Guidelines for responsible and ethical AI use are being developed for both generative AI (65%) and agentic AI (37%). Notably, marketers expect age