Hampshire, UK – 9th February 2026: 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.
An extract from the report, AI Agents for Customer Experience Platforms 2025-2030, is available as a free download.
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.
The new market research suite offers the most comprehensive assessment of the AI Agents for Customer Experience Platforms market to date; providing analysis and forecasts of over 26,000 datapoints, across 61 countries, over five years. It includes a ‘Competitor Leaderboard’ and examination of future market opportunities. Download a free sample.
About Juniper Research
Juniper Research is a global tech strategist firm providing research, data, and forecasting across the fintech, telecoms, and IoT sectors. For over 20 years, Juniper Research has delivered actionable insights that help industry leaders navigate disruption, seize opportunities, and make confident strategic decisions. https://www.juniperresearch.com
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