Customer experience is poised for a significant transformation by 2026, as AI agents are projected to become the primary interface for consumer-brand interactions, effectively replacing traditional websites and apps. Vinod Muthukrishnan, VP and GM of Webex Customer Experience at Cisco, elaborates on this trend in a recent analysis, emphasizing that consumers will increasingly turn to AI-powered assistants for assistance, compelling brands to adapt their systems for seamless integration with third-party technologies.
In his article for C-Suite Quarterly, Muthukrishnan notes, “By 2026, it won’t be unusual for customers to start their engagement and search for help with a brand using AI-powered assistants, instead of going straight to a company’s website, app or calling directly.” This shift reflects a convergence of consumer and enterprise landscapes, a trend underscored by advancements in platforms like ChatGPT. Companies will need to ensure their data and processes align with these external AI systems while maintaining brand integrity and security.
Recent predictions from Cisco validate this trajectory. Muthukrishnan highlights, “In 2026, the rapid evolution of AI multi-agent collaboration and orchestration will enable a new level of automation and the creation of brand concierge agents.” These sophisticated AI systems, utilizing protocols such as A2A (Agent-to-Agent) and MCP (Model Context Protocol), are designed to remember every interaction throughout the customer journey, delivering highly personalized solutions.
Concierge AI agents stand at the forefront of this shift, evolving into advanced entities that leverage domain-specific small language models (SLMs). Muthukrishnan points out their capability to orchestrate collaborations between humans and machines, resulting in faster backend responses and improved workforce efficiency. By 2026, these agents are expected to autonomously manage complex tasks, transforming routine support into proactive, context-aware service.
Industry observers have noted a swift increase in adoption rates. A report from CX Today highlights Cisco’s initiatives in agentic AI for service, where Muthukrishnan emphasizes capabilities that allow teams to utilize AI for decision-making that extends beyond mere automation. This aligns with broader trends identified by CX Dive, which acknowledges AI’s persistent growth despite consumer concerns regarding diminishing human interaction.
Transcom’s 2026 report, titled “Paradoxes Leaders Can’t Ignore,” warns of potential tensions such as scaling AI without compromising trust, advocating for co-intelligent models that combine human oversight with automation to address challenges in balancing efficiency with empathy. Muthukrishnan envisions that by 2026, CX platforms will need to adopt a common language to facilitate true interoperability through emerging standards.
This approach will enable deeper integrations that embed customer experience into the fabric of core business workflows, breaking down silos through A2A and MCP for quicker resolutions and adaptability to regulatory changes. Cisco’s Webex innovations, including multi-agent design patterns expected for general availability early in 2026, exemplify this move toward connected intelligence.
As AI takes over routine queries, human agents will transition into more strategic roles, focusing on sensitive issues and relationship-building, enhanced by real-time AI coaching. Muthukrishnan asserts that this evolution will make roles more fulfilling, with AI tools boosting quality management and scheduling efforts. However, security will be paramount, especially in light of evolving global privacy regulations. “Security by design” will demand auditable journeys, observability across AI tools, and transparent data choices, as highlighted in the C-Suite Quarterly article.
Brands that strategically integrate AI with human elements will emerge as leaders in customer experience. Muthukrishnan predicts that success will favor those prioritizing interoperability, investing in people, and implementing layered security, ultimately establishing standards for an intelligent and seamless customer experience that enhances business outcomes. The growth of Webex Contact Center, as detailed in a Webex blog, illustrates this momentum, with AI playing a pivotal role in anticipating customer needs and automating workflows.
There is a growing consensus across the industry regarding these developments. Analyst predictions from Zoom indicate that agentic AI, unified data, and intelligent self-service will redefine engagement methods. Ada’s insights forecast that voice AI will become a strategic focus, adept at handling complex resolutions while facilitating identity-driven customer journeys. Gartner’s analysis via Liveops underscores the importance of delivering proactive value, with AI designed to preempt issues as companies face increasing pressure for automation.
Transcom identifies five critical AI paradoxes, including the balance between automation and human insight, urging companies to implement governance structures that enable effective scaling. Meanwhile, CX Today emphasizes the need for robust data infrastructure, predicting that the focus in 2026 will shift toward strengthening foundational elements rather than merely pursuing flashy features.
Muthukrishnan’s expertise lends weight to his insights, as he co-founded CloudCherry, later acquired by Cisco in 2019, and has held significant roles at Uniphore. He leads product management and go-to-market strategies for Webex CX, positioning Cisco at the forefront of innovations such as AI-driven management systems that enhance customer touchpoints.
As the year 2026 approaches, brands that successfully harness AI as a primary customer engagement tool—while balancing technology with human interaction—will likely emerge as market leaders. The path forward will require building interoperable ecosystems, implementing secure designs, and empowering agents, transforming potential disruptions into competitive advantages.
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