66% of Companies Are Boosting AI Agents for Customer Support: Insights from Kapture CX Report
AI agents are transforming customer support by not just responding to issues but actively preventing them. As customers expect faster and more personalized service, businesses are turning to AI to work smarter and more efficiently. A recent survey by Kapture CX highlights a clear trend: AI agents have become a core element of the customer service experience. About 66% of companies are either already using AI agents or planning to adopt them within six months.
This shift confirms that AI is now an essential tool for improving customer experience (CX), not just a future possibility. However, some companies still face hurdles in integrating AI into their support operations.
How Companies Are Adopting AI
The survey breaks down businesses into four groups based on their AI integration progress:
- Innovators (33%): These companies actively use AI agents for real-time customer interactions. They also leverage AI to track performance and coach support teams.
- Fast Followers (33%): These businesses are testing AI concepts and developing workflows for chatbots and voice bots, preparing for full integration.
- Planners (14%): Companies in this group have AI plans but are still aligning budgets and teams, with no execution yet.
- Laggards (19%): These companies haven’t made AI a priority due to challenges like outdated systems, risk concerns, or unclear benefits.
The takeaway: most businesses are at least considering AI adoption.
AI Agents Are Here to Stay
With 66% of companies adopting or planning to adopt AI agents soon, it's clear that AI is no longer a distant concept. More organizations are moving from exploration to actual implementation in their customer service workflows. The gap between early adopters and those who are catching up is closing, accelerating the shift toward autonomous and efficient support systems.
Challenges Still Hold Some Back
Despite growing adoption, nearly one-fifth of companies remain hesitant about AI. Legacy systems that don't integrate well with AI, budget concerns, and unclear returns on investment are common obstacles. These companies risk falling behind in improving CX and operational efficiency.
The Rise of Agentic AI
Kapture CX highlights a new phase in AI’s evolution: Agentic AI. Unlike basic AI that only responds to queries, Agentic AI takes action autonomously. It can manage refunds, resolve issues, and perform tasks without human intervention. This shift enables faster resolutions and reduces wait times.
Gaurav Juneja, Chief Revenue Officer of Kapture CX, explained, “It’s no longer about automating responses. With Agentic AI, we’re talking about systems that solve problems in real time. This proactive approach helps brands build customer trust and loyalty.”
Why Early Adopters Lead the Pack
Companies already using AI agents enjoy clear benefits. Automation of repetitive tasks reduces human error and keeps customers informed, leading to better experiences. Early adopters see improved customer satisfaction and operational gains.
Many report cost savings by automating high-volume queries, speeding up ticket resolution, and freeing human agents for more complex tasks.
From Reactive to Proactive Support
AI is shifting customer support from reactive problem-solving to proactive issue prevention. Instead of waiting for customers to reach out, AI anticipates needs and addresses problems early.
For example, voice AI can confirm cancellations, suggest alternative scheduling, and send notifications without agent involvement. This scalability helps manage surges in customer requests during busy periods.
AI agents also act as co-pilots, providing live suggestions and insights to human agents. This improves accuracy, speeds up resolutions, and supports quality control through conversation analytics.
Looking Ahead
The Kapture CX survey confirms AI is a key part of today’s customer service landscape. Companies delaying AI adoption risk missing out on benefits that improve both customer experience and operational efficiency.
For those in customer support roles, understanding and leveraging AI agents is becoming essential. To explore practical AI training and courses that can help you stay ahead, visit Complete AI Training’s courses for customer support professionals.
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