Executive Summary: The Future of Customer Service: Unlocking Potential with Agentic AI

Customer Service leaders are drowning – with inquiry volumes up 35% since 2021 while staffing remains flat. Meanwhile, 76% of customers now expect personalized service across all channels. This perfect storm is why 87% of enterprise leaders now view autonomous service as a strategic imperative, not just a nice-to-have.

Forget incremental improvements – customer service is about to undergo a seismic shift. While competitors talk about AI assistants, Pega is architecting truly autonomous customer service operations that fundamentally redefine what's possible. We're not just predicting the future; we're building it.

Imagine a customer service operation where 85% of inquiries never reach a human agent, yet customer satisfaction scores are at an all-time high. Where complex issues that once took days resolve in minutes. This isn't science fiction – it's happening today with Pega's agentic AI.