According to Gartner, agentic AI will be one of the most important technology trends of 2025 – with enormous potential for digital commerce and customer service. Agentic AI will be a game changer, especially in customer service. By 2029, it is predicted that up to 80% of all standard requests will be able to be handled independently.
But what exactly is agentic AI and how is it changing the way companies work in digital commerce and customer service? This article provides an overview of the technology, its applications and the immense potential for your business.
What is Agentic AI?
Agentic AI is an advanced form of artificial intelligence that makes independent decisions and performs tasks without human intervention.
This means it can not only optimise predefined processes, but also develop entirely new strategies as requirements change. This means that the small smart helpers are capable of autonomously handling not only simple tasks, but also complex scenarios.
Special features of agentic AI
- Proactivity: Agentic AI is not limited to simply reacting to input. It independently initiates processes and actions to achieve pre-defined goals.
- Autonomous decision making: Unlike rule-based systems, agentic AI learns from experience and can make complex decisions on its own.
- Versatility: Agentic AI can be used in a wide range of areas, from digital commerce and customer service to logistics and industrial automation.
Gartner forecast: Agentic AI will revolutionise industries
Gartner sees agentic AI as one of the most important technology trends for 2025. The projections are impressive: by 2028, 15% of all daily work decisions are expected to be made autonomously by agentic AI – up from 0% in 2024.
This development will not only take place in specialised applications. Gartner expects agentic AI to be embedded in AI assistants, SaaS platforms, IoT devices and robotics. While many start-ups are already positioning themselves as platforms for creating AI agents, hyperscalers such as Amazon, Microsoft and Google are increasingly integrating agentic AI into their existing solutions.
Facts, figures and data
- 2025: According to the ECC Club Study 2025 ‘Intelligence Rising – Into the future with data, AI and mindset’, 82% of companies are looking at implementing AI, with 53% hoping to increase efficiency.
- By 2028: At least 15% of all work decisions will be made autonomously by agentic AI, according to Gartner forecasts.
- By 2029: According to Gartner, agentic AI will solve 80% of all common customer service enquiries without human intervention.
These figures emphasise the importance of agentic AI as a key driver of innovation. The ability to make independent decisions opens up new opportunities for companies to optimise their processes and strengthen their market position in the long term.
Applications and benefits of agentic AI
Agentic AI can be applied in a wide range of areas, enabling entirely new use cases that were previously considered too complex or too time-consuming.
Digital commerce
Agentic AI is an exciting new approach in digital commerce. Companies can use AI agents to automate and optimise a wide range of processes.
- Shopping Assistants: Support with product recommendations, pricing, personalisation and content automation.
- Product translations & categorisation: By automating complex processes, resources can be saved and the market launch of new products accelerated.
Customer service
Agentic AI will bring about a significant change, particularly in the area of customer service: from reactive processing to proactive, intelligent customer support.
Agentic AI can already perform routine tasks as well as an additional employee, leaving more time for the important things.
Advantages of agentic AI
- Increased efficiency: By automating routine tasks, employees can focus on value-adding activities.
- Cost savings: Reduced need for human intervention reduces operating costs.
- Flexibility: Agentic AI is customisable and can be used in a wide range of industries and scenarios.
Challenges and risks
As promising as agentic AI is, is it possible to implement AI agents that make the wrong decisions? This issue presents companies with new ethical and legal challenges. As systems become more connected, so do the demands for privacy and security. This is particularly important in highly regulated industries. The integration of agentic AI into existing systems also requires specialised expertise and careful planning. Companies must ensure that their infrastructure is suitable for the implementation of agentic AI.
Another important factor is the EU AI Act, which defines the legal framework for the use of artificial intelligence in Europe. It takes a risk-based approach, requiring companies to meet specific requirements depending on the risk class of their AI applications – for example, in terms of transparency or traceability. Agentic AI systems, which may pose a higher risk due to their autonomy, are likely to be subject to stricter regulation. It is therefore advisable for companies to familiarise themselves with the regulatory requirements at an early stage.
Conclusion: Agentic AI as a game changer for companies
Agentic AI will become a key technology in digital commerce and customer service. Companies that take advantage of this trend can significantly improve their efficiency and strengthen their market position.
Autonomous decision making and process optimisation without human intervention is increasingly becoming a key competitive advantage. Companies that prepare their systems for agentic AI at an early stage will be ahead of the game in the long term.
Want to know how agentic AI can benefit your company and how our hard-working AI agents can relieve you of tedious customer service tasks? Find out more about our solutions and talk to our experts.