What is agentic AI, as defined in the survey?

The article defines agentic AI as systems that take a goal, reason through it, and act across systems. Only 24% of organizations use this type of AI.

What separates CXA Leaders from Agentic Scalers?

CXA Leaders have both agentic and cross-system autonomous execution capabilities, while Scalers have only one of the two. CXA Leaders are roughly four times more likely to report major CSAT or NPS gains, 22% versus 5%.

What are the top barriers to automating customer experience?

Respondents cited compliance (50%), security (48%), disconnected systems (45%), legacy infrastructure (44%), and insufficient skills (41%), with none of the top barriers stemming from AI models.

Large Language ModelsAI Business & IndustrySiliconANGLE AI3m agoOct 3, 2026, 04:00 JST

Talkdesk: 98% use AI in CX, only 15% resolve end to end

Send on LINE

3 Key Points

What happened
Talkdesk's survey of 252 director-level-and-above leaders found 98% use some form of AI in customer experience, but only 15% pair agentic AI with the orchestration to resolve a customer need end to end.
Why it matters
Adoption is no longer a differentiator, and execution is the new battleground, per Talkdesk's benchmark.
What to watch
The outcome hinges on whether IT fixes fragmented data and knowledge before adding more agents. Only 2% of organizations report fully unified data.

WHO IT HITSIT leaders and CX operations teams at midmarket and enterprise organizations are the ones who must connect systems, ground knowledge, and govern autonomy, since the survey's top blockers are compliance, security, and disconnected systems rather than AI model limitations.

Not sure about something? Ask the AI

Questions and answers are published on this page.

Summaries like this, in your inbox every morning.

Get news like this every morning, free

FAQ

What is agentic AI, as defined in the survey?: The article defines agentic AI as systems that take a goal, reason through it, and act across systems. Only 24% of organizations use this type of AI.
What separates CXA Leaders from Agentic Scalers?: CXA Leaders have both agentic and cross-system autonomous execution capabilities, while Scalers have only one of the two. CXA Leaders are roughly four times more likely to report major CSAT or NPS gains, 22% versus 5%.
What are the top barriers to automating customer experience?: Respondents cited compliance (50%), security (48%), disconnected systems (45%), legacy infrastructure (44%), and insufficient skills (41%), with none of the top barriers stemming from AI models.

SiliconANGLE AIRead Original Article

Send on LINE

AI news that matters for your work, delivered every morning.

Pick your industry and the AI tools you use, and get news related to your work every day.

Get it free

Free · 30 seconds with Google · unsubscribe anytimeWhat is AIToday? →

Ask AI

Ask AI anything about this article. The AI reads this article, earlier AIToday articles, and Wikipedia, and cites its sources. Q&As are published on this page for other readers too.