IBM Study: Executives Point to Revolution in the Use of AI Agents in Sales and Customer Service by 2027

85% of executives state that AI agents will enable business operations professionals to move beyond simple reporting to perform insightful analysis for real-time optimization.

A study by the IBM Institute for Business Value (IBV), entitled Orchestrating Agentic AI for Intelligent Business Operations, provides insights into the future of artificial intelligence (AI) in the sales and customer service sector, highlighting the growing use of AI agents to transform business operations autonomously and intelligently. The global survey, which surveyed 150 executives from the sales and customer service sector—among other segments—reveals that the adoption of AI agents will be decisive for the competitiveness and efficiency of organizations in the coming years.

Another significant finding is that 711% of executives say AI agents will autonomously execute transactional processes and workflows within the next two years, ensuring 24/7 operations. This evolution goes beyond basic automation, with 85% of executives stating that AI agents will enable business operations professionals to move beyond simple reporting to perform insightful analysis for real-time optimization.

The study also highlights that to capture this competitive advantage, 81% of consumer sector leaders recognize the importance of placing the right people in the right roles, with appropriate incentives. Understanding this synergy between AI agents and human talent will be key to the success of digital transformation.

"We are experiencing a transformative moment for the consumer sector, where AI not only automates processes but also leverages human talent for smarter, more agile decisions. IBM believes that the future of business operations lies in orchestrating this collaboration between AI agents and specialized professionals, ensuring personalization, efficiency, and continuous innovation for consumers," predicts Carlos Capps, vice president and leader of Retail and Consumer Goods at IBM Latin America.

Finally, 85% of executives see the automation of global business services as a strategic priority, with most already exploring or piloting AI agents today.

More information about the study and AI trends in the consumer industry can be found at IBM Institute for Business Value (IBV).