{"id":4861,"date":"2026-01-06T17:20:47","date_gmt":"2026-01-06T17:20:47","guid":{"rendered":"https:\/\/contentgurustg.wpenginepowered.com\/en-us\/?post_type=resource&p=4861"},"modified":"2026-02-19T15:56:34","modified_gmt":"2026-02-19T15:56:34","slug":"half-cx-leaders-expect-routine-queries-fully-automated-agentic-ai-2026","status":"publish","type":"resource","link":"https:\/\/www.contentguru.com\/en-us\/resources\/news\/half-cx-leaders-expect-routine-queries-fully-automated-agentic-ai-2026\/","title":{"rendered":"Over Half of CX Leaders Expect More Routine Queries to Be Fully Automated by Agentic AI in 2026"},"content":{"rendered":"\n\n
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News<\/div>\n

Over Half of CX Leaders Expect More Routine Queries to Be Fully Automated by Agentic AI in 2026<\/h1>\n
Published: January 6th 2026<\/div>\n <\/div>\n <\/div>\n\n \n <\/section>\n\n\n\n\n\n
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Content Guru, Europe\u2019s leading Customer Experience (CX) technology provider, has released research findings that demonstrate how artificial intelligence (AI) will support agents and customers in 2026. The research, carried out at the Contact Centre Expo in London in November 2025, highlighted that over half (58%) of CX professionals believe agentic AI will handle an increased number of routine requests and interactions this year.<\/p>\n

The Role of AI in CX in 2026<\/strong><\/h4>\n

Agentic AI enables AI systems to autonomously understand goals, make complex decisions, and take steps to resolve customer issues without continuous human oversight. As well as handling straightforward requests, around half of respondents believe agentic AI will regularly be used to proactively identify customer needs and suggest next steps (45%) and take on admin tasks such as managing post-interaction activity such as updating systems of record (43%) in 2026.<\/p>\n

The growth of connected Internet of Things (IoT) devices will continue to generate more interactions from digital customers, autonomous entities such as AI assistants, and smart devices, in the coming year. A quarter (24%) of respondents believe agentic AI will integrate with digital customers and provide autonomous CX with human supervision as soon as 2026.<\/p>\n

How AI will impact CX by 2030 <\/strong><\/h4>\n

The rise of AI has raised questions around the long-term role of the agent, and the research highlights that those within CX see AI and human agents working side-by-side by 2030. Just under half (42%) of those asked believe human agents will remain central to CX and AI will streamline admin and suggest next-best actions in real time.<\/p>\n

\u201cAgentic AI is transforming CX, and it will continue to support both agents and customers as we move into 2026,\u201d explained Martin Taylor, Co-Founder and Deputy CEO at Content Guru<\/strong>. \u201cAI is already supporting agents by taking admin work off their hands, such as note-taking and basic follow-up actions, and this year we will see its support become increasingly autonomous. Although agentic AI will change the role of the agent, it won\u2019t make them obsolete, with nearly half of those surveyed confirming humans are best placed to deliver gold-standard service in complex or stressful circumstances even by 2030, when AI systems will have almost certainly increased in maturity.\u201d<\/p>\n <\/div>\n <\/div>\n <\/div>\n<\/div>\n\n \n <\/section>\n\n","protected":false},"excerpt":{"rendered":"

Despite the growth of agentic AI, human agents will still play a key role in handling complex, urgent, or emotional interactions, even by 2030, according to research by Content Guru.<\/p>\n","protected":false},"featured_media":5200,"template":"","meta":{"_acf_changed":true,"inline_featured_image":false},"resource_industry":[],"resource_topic":[39,40,41,38,36,44,43,46],"resource_type":[47],"resource_folder":[73],"class_list":["post-4861","resource","type-resource","status-publish","has-post-thumbnail","hentry","resource_topic-ai-powered-knowledge-management","resource_topic-back-office-optimization","resource_topic-compliance-and-regulations","resource_topic-csat-improvements","resource_topic-cx-at-scale","resource_topic-drive-digital-transformation","resource_topic-employee-engagement-and-empowerment","resource_topic-lead-in-cx-and-ai","resource_type-news"],"acf":[],"yoast_head":"\nOver 50% of CX Leaders Expect AI to Automate Routine Queries by 2026<\/title>\n<meta name=\"description\" content=\"Content Guru has released research findings that demonstrate how agentic AI will support agents and customers with CX in 2026.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.contentguru.com\/en-us\/resources\/news\/half-cx-leaders-expect-routine-queries-fully-automated-agentic-ai-2026\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Over 50% of CX Leaders Expect AI to Automate Routine Queries by 2026\" \/>\n<meta property=\"og:description\" content=\"Content Guru has released research findings that demonstrate how agentic AI will support agents and customers with CX in 2026.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.contentguru.com\/en-us\/resources\/news\/half-cx-leaders-expect-routine-queries-fully-automated-agentic-ai-2026\/\" \/>\n<meta property=\"og:site_name\" content=\"English - 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