Global investment in artificial intelligence (AI) agents designed to manage customer experience is projected to grow over the next two years, as enterprises increasingly adopt autonomous systems to automate service delivery and improve operational efficiency.
A new report released by Juniper Research forecasts that worldwide spending on AI agents for customer experience will reach $6.6 billion by 2027, rising significantly from $1.3 billion expected in 2025.
The research attributes the anticipated increase primarily to rapid improvements in AI model capabilities alongside the emergence of prompt-based development tools that simplify how organisations design, deploy and manage AI agents. These innovations are lowering technical barriers and enabling companies to realise returns on investment more quickly than earlier automation technologies allowed.
According to the report, enterprises are increasingly shifting from traditional automation systems toward autonomous, goal-oriented AI platforms capable of handling complex workflows with minimal human supervision.
Molly Gatford, senior research analyst at Juniper Research, noted that continuous advancements in AI models are reshaping enterprise demand patterns.
She explained that iterative improvements in AI technologies, combined with specialised tools built for targeted business applications, are accelerating adoption of autonomous systems across industries. As competition intensifies among vendors entering the AI agent market, platforms that simplify development and deployment processes are likely to capture a larger share of enterprise spending in the near term.
Early adoption is currently concentrated among large organisations operating in relatively unregulated industries, where AI agents are being deployed to manage high-volume and repetitive customer interactions. These deployments often focus on automating routine support requests, streamlining service workflows and reducing operational costs.
However, the report emphasises that wider adoption among heavily regulated sectors such as finance, healthcare and telecommunications will depend largely on improvements in security and compliance frameworks.
To attract these higher-spending enterprise clients, AI platforms are expected to introduce stronger governance mechanisms, including immutable audit trails and robust data-residency controls that regulate how AI agents access and process sensitive information. Such safeguards play a critical role in building trust and enabling organisations to automate more complex customer engagements without compromising regulatory compliance or service standards.
Gatford added that the next phase of market growth will hinge not only on technological capability but also on measurable business outcomes. Vendors, she said, must demonstrate tangible value beyond workforce cost savings by providing data-backed proof of improvements in customer satisfaction, revenue performance and operational effectiveness.
