AGENTIC AI
BY JON ARNOLD, J ARNOLD & ASSOCIATES
ILLUSTRATION PROVIDED BY ADOBE STOCK
AI AGENTS AND HUMAN AGENTS – BETTER TOGETHER?
CAN AGENTIC AI HELP THEM LIVE HAPPIER EVER AFTER?
AI is well on its way to transforming the contact center, but no more so right now than with Agentic AI. I was the first analyst to write about this emerging trend last year, and my prediction about this being a leading trend for 2025 is very much coming to pass.
The concept isn’ t quite mainstream yet, so let’ s cover that ground before reviewing the implications for contact center leaders.
14 CONTACT CENTER PIPELINE
As with all technologies, AI is jargon-heavy, and the terms AI Agent and Agentic AI are often used interchangeably. Both refer to a form of automation that most of us think is still a few years out. But first we need to zero in on why AI is getting the attention it is.
WHAT IS AGENTIC AI?
A primary reason why AI is transformational – everywhere, not just for contact centers – is the speed of change.
We all know that AI is coming at us quickly, but less understood is how AI itself is enabling this.
AI can analyze data faster and cheaper than humans. This means that AI models are now being trained and built by AI rather than by human coders, developers, programmers, etc.
This reality is quite recent, and the good news for contact centers is that innovation is coming now at a faster pace than ever before.
A PRIMARY REASON WHY AI IS TRANSFORMATIONAL – EVERYWHERE, NOT JUST FOR CONTACT CENTERS – IS THE SPEED OF CHANGE.