You’ve probably heard the buzz: artificial intelligence is changing everything. And in the world of customer service, the next big wave is something called agentic AI. It promises to revolutionize how businesses interact with customers—but if you’re running a small business, you might be wondering: Is this a threat or an opportunity?
The answer is both. Let’s talk about how.
What Is Agentic AI?
According to a recent Cisco report, agentic AI is more than just a chatbot with good grammar. It’s AI that can initiate, manage, and complete tasks on its own—without needing to hand things off to a person. (Hopefully no one is thinking they should use this in the military! Cue Terminator music.)
Cisco claims, “Agentic AI is poised to handle 68% of customer service and support interactions by 2028.” Think about that. In just a few years, nearly 7 out of 10 customer service interactions could be handled by AI, not by humans. That’s a massive shift, especially for large corporations already investing heavily in automation.
When Efficiency Trumps Empathy
Let’s be honest—big-box retailers and national brands are already jumping on the agentic AI bandwagon. And for them, it makes financial sense. Fewer customer service representatives mean lower costs, and automated systems don’t need vacation or bathroom breaks.
But here’s the catch: while these companies say AI will work hand-in-hand with human support to preserve empathy and problem-solving, that’s not how it usually plays out. In reality, the “human touch” often gets reduced to an outsourced call center or a last-ditch option buried under five layers of phone menus.
If you’ve ever tried to resolve an issue with a large company and felt like you were shouting into the void, you already know how this goes. Customers can sense when they’re being pushed away instead of welcomed in—and they remember it. Agentic AI is likely to exacerbate this issue, not fix it.
Humans Still Matter
Here’s where you have the edge: Most small businesses can’t afford to roll out cutting-edge AI systems tomorrow—and frankly, they don’t need to. Your strength has always been in the relationships you forge with your employees and your customers. You know your regulars by name. You remember their preferences. You smile, you listen, and you care.
And that’s something no AI—no matter how “agentic”—can truly replicate.
As large companies move toward more robotic, faceless service models, your ability to provide real, personal connections becomes even more valuable. You’re not just selling a product or a service. You’re offering an experience built on trust, warmth, and loyalty.
Adapt But Don’t Lose Your Soul
Of course, we’re not saying you should ignore technology altogether. Automating appointment confirmations? That sounds great. Offering a helpful FAQ on your website? Smart.
But when it comes to the heart of your customer experience—the conversations, the problem-solving, the human warmth—don’t rush to replace that. That’s your differentiator. That’s your brand identity.
Stay Human—and Sharp—with The Brandt Group
No matter what tools you choose to adopt, one thing will always matter: how your customers feel about doing business with you. That’s where we come in.
At The Brandt Group, we specialize in helping small businesses like yours stay competitive by measuring and improving their customer service and sales. With over 30 years of experience and an A+ rating from the Better Business Bureau, we use mystery shopping programs, employee feedback tools, and leadership training seminars to help you keep your customer service sharp—not matter how the world changes around us all.
Agentic AI might be the future—but the customer experience is still your secret weapon. Let us help you protect it by contacting us today.
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