118 customer service practitioners at more than 70 NiCE customer organizations describe agent-to-agent collaboration, with more than half employing a multi-agent ecosystem
NiCE today announced the results of a new survey examining how consumers’ personal AI agents are increasingly contacting businesses’ customer service front lines, and how those businesses are already responding. More than 118 customer service practitioners at more than 70 NiCE customer organizations described agent-to-agent collaboration. The findings confirm that as customers’ personal AI agents reach out, businesses are deploying their own AI agent teams to meet them.
Approximately six in ten respondents are employing a multi-agent ecosystem. Respondents describe personal agents scheduling appointments and service agents coordinating with logistics partners’ agents, with more than half citing oversight, auditability and human-in-the-loop controls as what lets them expand automation with confidence.
The survey asked NiCE customers what they are seeing with agent-to-agent interactions, what impact they are having, and how NiCE is helping them manage the shift. Three findings stood out:
- Agent-to-agent AI is already at work inside the enterprise. Respondents say multiple AI agents are working together today within their organizations: one establishes a customer’s intent, another retrieves account data and a third routes the case or triggers follow-up actions. Respondents report faster resolution, less manual effort, and more consistent customer experience.
- Enterprises are engaged with consumers’ personal AI agents. Respondents already see that personal AI agents are already calling and chatting with customer service. Respondents report AI agents acting on behalf of customers and partners, from personal agents scheduling appointments to service agents coordinating with a logistics partner’s agent. Many more are building the orchestration, intent-verification and identity controls needed to handle these interactions securely.
- Visibility and governance enable scale. More than half of respondents cited oversight, auditability, human-in-the-loop controls or unified interaction logs as what allows them to expand automation with confidence.
Respondents also reported measurable results. A propane distributor’s customer-facing agent resolves delivery and billing inquiries by communicating directly with telemetry and routing systems, and a healthcare technology provider says agent-to-agent handoffs have eliminated most after-call work while improving documentation quality and case-closure speed.
Customer Outcomes: Transportation, Healthcare, Building Technologies
“We are increasingly seeing customer-side personal AI agents interacting directly with our front-line virtual agents to negotiate appointments, clarify account details or initiate service requests without a human present on either side. This has dramatically reduced call hold times and human agent handling time for routine queries,” said an engineer at a global transportation company. “NiCE helps us manage this transition by maintaining strict intent-verification workflows, ensuring API security at the routing layer, and providing unified interaction logs so our human supervisors can monitor agent-to-agent dialogue in real time.”
Noted the head of customer experience at a UK energy utility, “We went from 0% of interactions being handled via end-to-end automation to almost 35% of all interactions being effectively contained within an AI agent.”
Said a non-clinical performance manager at a UK urgent and integrated care provider, “What we’re seeing is a shift from AI assistants supporting people to AI agents collaborating with other AI agents to complete end-to-end tasks. That creates significant opportunities around speed, scale and automation.”
“NiCE provides visibility and control over these interactions. It centralizes customer engagement data, tracks automated actions and ensures AI-driven processes remain auditable and aligned to business rules,” said a customer service planner at a global building technologies company. “This gives me confidence that automation is improving efficiency without losing oversight or customer experience.”
“Our customers are telling us something important: agent-to-agent AI is not a future state. It is how work already gets done,” said Sascha Poggemann, COO, NiCE Cognigy. “The organizations scaling fastest are the ones that can see and govern every agent interaction. That is exactly what NiCE is built for: the intelligence, orchestration and oversight that let AI agents work with each other, and with customers’ own agents, at enterprise scale.”
NiCE Cognigy enables enterprises to securely engage customers’ personal AI agents across voice, digital channels and emerging protocols including Agent2Agent (A2A), Model Context Protocol (MCP) and ChatGPT Apps, while maintaining identity verification, governance and human oversight. NiCE CXone is an orchestration platform that brings AI agents, workflows and interaction analytics together in one governed environment.
NiCE is also collaborating with Meta and other partners on the Personal Agent Protocol (PAP), a standard for secure interactions between personal and enterprise AI agents.
