A new survey from Kapture CX reveals that artificial intelligence (AI) is fast becoming a cornerstone of customer service strategies across industries. Approximately 66% of companies are either already using AI agents or plan to deploy them within the next six months, signaling a major shift toward smarter, more proactive customer support.
AI Integration: Where Companies Stand
Kapture CX’s survey categorizes companies based on their level of AI adoption:
Innovators (33%): Already using AI agents for real-time customer interactions, performance tracking, and agent coaching.
Fast Followers (33%): Actively implementing AI through proofs of concept and developing workflows for chatbots and voice bots.
Planners (14%): Early-stage adopters preparing budgets and aligning teams, but yet to implement.
Laggards (19%): Businesses that have not prioritized AI adoption, facing barriers like outdated systems, risk aversion, or unclear ROI.
The findings reflect that a majority of businesses recognize AI’s potential, while a significant minority still lags behind.
From Future Promise to Present Reality
The Kapture CX report underscores that AI is no longer “future tech.” Companies are now actively implementing AI to create autonomous customer service systems. The gap between early adopters and late movers is narrowing as more businesses integrate AI agents into their roadmaps for operational efficiency and enhanced customer experience.
Challenges Slowing Down AI Adoption
Despite the rapid adoption rates, nearly 19% of companies continue to hesitate. Challenges include legacy infrastructure, cost concerns, and uncertainty about measurable returns. Kapture CX’s report cautions that companies delaying AI adoption risk losing competitive advantages associated with faster, smarter service delivery.
The Rise of Agentic AI
Kapture CX also highlights the growing importance of Agentic AI—systems that don’t just respond but act. AI agents can autonomously resolve inquiries, initiate refunds, and manage tasks without human intervention, improving resolution times and reducing operational bottlenecks.
“It’s no longer about automating responses. With Agentic AI, we’re talking about systems that solve problems in real time,” said Gaurav Juneja, Chief Revenue Officer of Kapture CX. “This proactive approach helps brands build customer trust and loyalty.”
Also read: 80% of Indian Firms Exploring Agentic AI: Deloitte
Proactive Customer Service: The New Norm
AI is transforming customer service from a reactive to a proactive model. Voice agents, for instance, now manage cancellations, send proactive alerts, and offer rescheduling options automatically, minimizing customer frustration and enhancing operational efficiency. AI-driven co-pilots also guide human agents during conversations, accelerating resolution and improving quality assurance.
Competitive Edge for Early Movers
Early AI adopters are already realizing tangible benefits—shorter resolution times, reduced operational costs, and improved customer satisfaction. The survey indicates that companies embracing AI agents are not only meeting evolving customer expectations but also gaining a sustainable competitive advantage.
The Kapture CX survey makes it clear: AI is no longer optional in customer service. Companies that embrace AI now are better positioned to improve efficiency, deliver superior customer experiences, and lead in an increasingly digital business landscape.
