A new study by global tech strategists Juniper Research has forecast spend on AI agents for customer experience will reach $6.6 billion globally by 2027; rising from $1.3 billion in 2025.
This substantial growth is driven by improvements in AI models and new prompt-based tools that make AI agents easier to build and deploy; enabling faster returns on investment.
“Iterative advances in AI models and the emergence of tools designed to leverage these in specific use cases are accelerating enterprise demand toward autonomous, goal-oriented systems. As more vendors enter the AI agent market to meet this demand, those offering easy development and deployment will be best placed to capitalise on rising spend over the next two years,” said Molly Gatford, Senior Research Analyst at Juniper Research.
Preparing AI Agents for Broader, Enterprise‑wide Adoption
Large enterprises in unregulated industries are among the first to adopt AI agents to automate high-volume, repetitive tasks. However, to attract higher-spending enterprises in regulated sectors and support more advanced use cases, platforms must prioritise security through immutable audit trails and data‑residency controls that govern AI agents’ access to data. These measures will foster confidence in automating more complex customer interactions, without compromising compliance or service quality.
“As AI capabilities move beyond basic automation, AI agent vendors must not only strengthen compliance, but also provide data-driven evidence of returns on investment beyond workforce efficiency. Demonstrating measurable improvements in customer satisfaction and revenue generation will be critical to increasing adoption,” Gatford concluded.
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An extract from the report, AI Agents for Customer Experience Platforms 2025-2030, is available as a free download.
Banking 4.0 – „how was the experience for you”
„To be honest I think that Sinaia, your conference, is much better then Davos.”
Many more interesting quotes in the video below:
