Customer experience faces a profound shift in 2026, with AI agents emerging as the primary gateway for brand interactions, bypassing traditional websites and apps. Vinod Muthukrishnan, VP and GM of Webex Customer Experience at Cisco, outlines this evolution in a detailed analysis, predicting that consumers will initiate engagements through AI-powered assistants, demanding brands prepare their systems for seamless third-party integration.

In his article for C-Suite Quarterly, Muthukrishnan explains, “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 convergence of consumer and enterprise environments, exemplified by recent ChatGPT advancements, forces companies to ensure their data and processes align with external AIs while preserving brand voice and security.

Recent Cisco predictions reinforce this trajectory. Muthukrishnan states in a Cisco Newsroom release, “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 agentic systems, powered by protocols like A2A (Agent-to-Agent) and MCP (Model Context Protocol), promise to remember every interaction across the customer journey, delivering hyper-personalized resolutions.

Concierge Agents Reshape Engagement

Concierge AI agents represent the vanguard of this change, evolving into sophisticated entities using domain-specific small language models (SLMs). Muthukrishnan highlights their ability to orchestrate multi-agent collaborations involving humans and machines, granting faster backend access and elevating workforce efficiency. By 2026, these agents will handle complex tasks autonomously, transforming routine support into proactive, context-aware service.

Industry observers note accelerating adoption. A CX Today report details Cisco’s push for agentic AI in service, where Muthukrishnan spotlights capabilities allowing teams to leverage AI for decision-making beyond simple automation. This aligns with broader trends, as CX Dive identifies AI’s persistent march despite consumer skepticism over eroded human support.

Transcom’s 2026 report, Paradoxes Leaders Can’t Ignore, warns of tensions like scaling AI without losing trust, advocating co-intelligent models blending human oversight with automation to resolve paradoxes in efficiency versus empathy.

Interoperability Unlocks Seamless Workflows

CX platforms must adopt a common language by 2026, enabling true interoperability through emerging standards. Muthukrishnan envisions deeper integrations embedding CX into core business workflows, dismantling silos via A2A and MCP for quicker resolutions and adaptability to regulatory shifts. Cisco’s Webex innovations, including multi-agent design patterns set for general availability early 2026 per a Webex blog, exemplify this shift toward connected intelligence.

Human agents, meanwhile, transition to strategic roles. As AI manages routine queries, humans focus on sensitive issues and relationship-building, augmented by real-time AI coaching. Muthukrishnan notes this evolution makes roles more rewarding, with AI tools enhancing quality management and scheduling.

Security emerges as non-negotiable. With evolving global privacy laws, “security by design” demands auditable journeys, observability across AI tools, and transparent data choices, as emphasized in the C-Suite Quarterly piece. Cisco’s platform underscores this, embedding security from the ground up in its contact center solutions.

Human-AI Symbiosis Drives Outcomes

Forward-thinking brands view AI as complementary to human elements, fostering connected intelligence. Muthukrishnan predicts success for those prioritizing interoperability, people investment, and layered security, setting standards for intelligent, seamless CX that boosts business results. Webex Contact Center’s growth, detailed in a Webex blog, reflects this momentum, with AI anticipating needs and automating workflows.

Broad industry consensus builds around these themes. Zoom‘s analyst predictions highlight agentic AI, unified data, and intelligent self-service reshaping engagement. Ada’s outlook in its blog forecasts voice AI as a strategic priority, handling complex resolutions with empathy while shifting to identity-driven journeys.

Gartner’s foresight via Liveops stresses proactive value delivery, with AI preventing issues amid rising executive pressure for automation. Economic pressures persist, per CX Dive, pushing CX leaders to innovate loyalty amid value prioritization.

Navigating Paradoxes and Data Challenges

Transcom identifies five AI paradoxes, from automation versus human insight, urging governance to scale effectively. CX Today’s trends analysis flags data infrastructure as AI’s bottleneck, predicting 2026 focuses on fixing foundations over flashy features, with governance as a compliance layer.

Muthukrishnan’s background bolsters his insights: co-founder of CloudCherry, acquired by Cisco in 2019, and former Uniphore executive, he leads Webex CX’s product management and go-to-market. His vision positions Cisco at the forefront, with innovations like AI-powered management blending contact centers for touchpoint improvements.

As 2026 unfolds, brands mastering AI as the entry point—while harmonizing technology with human elements—will dominate. Preparation involves interoperable ecosystems, secure designs, and agent empowerment, turning potential disruptions into competitive edges.