The realities of using AI agents for the helpdesk

AI agents are no longer experimental – they're where CX budgets are heading. In 2026, research from CX Network found 40 percent of practitioners expect their spending on AI agents to increase this year, while PwC has found 79 percent of companies are actively adopting AI agents, and 88 percent of executives expect agentic AI to increase AI-related budgets over the next 12 months. 

However, the integration of this powerful technology is not without challenge. Whether it's workforce planning, costing or model design, practitioners must understand the capability gap they're trying to solve, then build agents that will enhance, not break, the support experience.

This CX Network report explores how practitioners are overcoming the three challenges of AI agent integration. Featuring insights from workforce, service and product specialists at Roche Pharmaceuticals, LG Electronics, PowerPay, J.P. Morgan Chase & Co., New York Life and Botpress, as well as a case study from Super Dispatch, it explains how to build for complex tickets and real-world scenarios, how to reduce overheads without reducing headcount, and how to implement the guardrails that are essential to success. 

Download this report to discover:

• How to navigate the three biggest obstacles standing between a pilot and a profitable deployment.
• Four critical guardrails that can ensure the actions your AI agent takes align with customer expectations and brand values.
• How to build agents that don't just serve customers, but act as a real-time diagnostic layer across operations.