Do Chatbots and Agentic AI really deliver enhanced Customer Experience?

Abstract

This paper examines the accelerating deployment of Agentic AI and chatbots within IT Service Management (ITSM) platforms and juxtaposes this trend against substantial evidence of user dissatisfaction and even hatred of having to interact with these. Despite surveys indicating that up to 73% of users dislike interacting with chatbots, many organisations continue investing heavily in automated agents. Drawing on recent research and surveys, we argue that prioritising upskilling of IT support and help desk personnel, focusing on customer experience and value, yields superior results in user satisfaction and operational effectiveness. The article concludes with strategic recommendations for IT leaders and their teams

Introduction

The ITSM landscape is undergoing rapid transformation as platform vendors integrate Agentic AI and advanced chatbots, promising heightened efficiency, proactive issue resolution, and 24/7 availability. Indeed, industry analyses highlight the “Agentic AI race” in service management, with vendors emphasising autonomous decision-making and self-healing workflows (forrester.com, hcl-software.com). However, a growing body of research signals significant user frustration with automated interactions: a notable percentage of customers report negative experiences with chatbots, feeling misunderstood or encountering dead ends (forbes.com, linkedin.com). This tension raises critical questions: Are ITSM platforms over-relying on automation at the expense of human-centric support? Might investments in human upskilling deliver greater value? Let’s take a stab at answering these questions.