Service leaders expect AI to handle 50% of cases by 2027. How?

Pressure to “do something with AI” keeps growing because challenges in customer support operations haven’t gone away despite applying automation everywhere that seemed possible. Volume spikes still overwhelm agents, customers bypass self-service to expensive channels, experienced agents burn out and quit, and their knowledge leaves with them.

Agentic AI breaks this cycle. AI agents take action — they access systems, apply business rules, make decisions, execute multi-step processes, and deliver outcomes autonomously.

Inside this guide:

  • 6 use cases where agentic AI autonomously handles complex multi-step workflows across support operations including case management, orders, and knowledge capture
  • Real business impact from deployments: reduced handle time, fewer escalations, and higher CSAT scores
  • How to identify which support processes are ready for AI agents

This guide shows you what actually works. If you're evaluating agentic AI for customer support, start here.

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