AGENTIC AI
BY JURGEN HEKKINK, ANYWHERENOW
ILLUSTRATION PROVIDED BY ADOBE STOCK
THE NEXT STEP IN CONTACT CENTER EVOLUTION HOW AGENTIC AI CAN IMPROVE THE CX.
Customer experience( CX) has become a vital differentiator across industries, pushing businesses to constantly enhance their services. AI technology is at the forefront of this transformation, revolutionizing organizations in various sectors.
The growth of AI-driven customer service is set to soar through 2025 and beyond. According to Gartner, in 2025, an impressive 85 % of customer service leaders plan to explore or pilot conversational generative AI( GenAI) solutions.
TAKING CONTACT CENTERS TO THE NEXT LEVEL
Agentic AI encompasses GenAI-powered tools that can understand objectives, make decisions, and take action. These tools streamline processes, automate tasks, and provide intelligent insights to aid in quick decision-making.
The integration of agentic AI into contact centers is transforming CX by enhancing service delivery, improving operational efficiency, and redefining the role of human agents.
In contact centers, AI can be used to design CX assistants that augment and enhance the human experience.
OVER TIME, AGENTIC AI-ENABLED CX ASSISTANTS CAN ASSUME INCREASING RESPONSIBILITIES AND EVENTUALLY
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MANAGE CUSTOMER INTERACTIONS.