AGENTIC AI
BY AARON PAINTER, NAMETAG
ILLUSTRATION PROVIDED BY ADOBE STOCK
THE LURKING DANGERS OF AGENTIC AI HOW TO MINIMIZE ITS RISKS TO REAP ITS BENEFITS.
The rise of Agentic AI- what McKinsey calls the“ next frontier of generative AI”( GenAI)- marks a seismic shift in the future of AI: and its related threats.
Here ' s why. While GenAI mostly supports human decision-making through predictive capabilities, Agentic AI acts as its own independent " agent." A technology that can think, pursue complex goals, and make autonomous decisions without waiting for instructions.
The ability to make its own decisions is key to the benefits- and dangers- of Agentic AI.
If AI achieves Agentic abilities, according to Malwarebytes’ 2025 State of Malware Report,“ novel and boundless attacks could be within reach,” taking social engineering scams to new levels.
Social engineering and deepfakes have already created an environment in which you can ' t trust that your agents are talking to the“ right” human.
Agentic AI will mean you won ' t be able to trust that the“ person” you ' re talking with is a human at all.
To protect your contact center against the incoming wave of Agentic AI-powered attacks, start by understanding what Agentic AI is, and how it can be weaponized against contact centers.
Then, research the defensive tools and tactics you have at your disposal. But use your understanding of the threat itself to disqualify products that look promising but fail in practice.
HOW AGENTIC AI WORKS
While GenAI enhances existing capabilities through tools like ChatGPT, Agentic AI introduces entirely new ones. Where ChatGPT acts as an assistant, Agentic AI is more like a virtual peer or colleague.
... AGENTIC AI’ S REAL-TIME ADAPTABILITY AND HYPER- REALISTIC HUMAN-LIKE VOICES ARE POTENT WEAPONS.
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