AI news ·
Agentic AI delivers ROI for customer service teams, Deloitte Digital finds
Agentic AI is cutting customer support costs, with 39% of service leaders reporting lower cost per contact, per a Deloitte Digital report. But Gartner warns AI resolution costs could exceed $3 per contact by 2030.
Agentic AI is delivering measurable returns in customer support
Customer support organizations are seeing real financial gains from agentic AI systems, according to a Deloitte Digital report released in March. Nearly two-thirds of service leaders reported higher agent productivity, while 39% reported lower cost per contact.
The improvements stem from better AI models and agentic systems that can handle complex cases using natural language and coordinate work across multiple agents. Forty-three percent of organizations surveyed believe AI will cut contact center costs by at least 30% within three years.
Where the efficiency gains are happening
Service teams cite faster response and resolution times as a top benefit. Just over half of support leaders point to this advantage, according to an Intercom report. Other gains include round-the-clock support coverage, scaling operations without hiring more staff, and lower per-contact costs.
These benefits are pushing more businesses to expand their AI for Customer Support investments.
Maturity matters for ROI
Organizations with mature service capabilities-defined service delivery models, solid personalization, and low employee turnover-see better results from agentic AI. Nearly half of organizations with mature capabilities are using agentic AI, compared with only one-quarter of those with low maturity, Deloitte Digital found.
The difference is clear: businesses with the most developed AI deployments tend to experience the most benefits.
The cost question ahead
One uncertainty remains. Gartner predicts AI resolution costs will rise to over $3 per contact by 2030-potentially more expensive than offshore human agents. The economics of AI support may shift as the technology scales.
For now, organizations using AI Agents & Automation in contact centers are seeing productivity gains that justify the investment. Whether those gains hold as costs rise will depend on how quickly the technology improves.