... THE TRUE POWER OF AGENTIC AI CAN ONLY BE UNLOCKED WHEN USED IN COMBINATION WITH WELL-TRAINED HUMAN AGENTS.
In the modern ransomware age, any system used by organizations is vulnerable to cyberattack in one form or another. When implementing new systems, it is vital for the organization to ensure they are properly secured against cyber threats. Developing strong security protocols to protect AI systems from being tampered with is essential. This includes encryption, secure coding practices, and regular security audits.
Additionally, overreliance on autonomous AI systems can lead to a situation where humans lose control or fail to intervene when necessary. Maintaining a balance between autonomous actions and human decision making by keeping humans in the loop ensures that AI can be overridden if needed.
... THE TRUE POWER OF AGENTIC AI CAN ONLY BE UNLOCKED WHEN USED IN COMBINATION WITH WELL-TRAINED HUMAN AGENTS.
Finally, a perceived downside of agentic AI is that it might displace human agents, and lead to employees losing their livelihood.
However, the true power of agentic AI can only be unlocked when used in combination with well-trained human agents. Aiming to replace real people is short-sighted and ultimately would lead to a downgrade in customer satisfaction, as some customers generally prefer to speak to real people over AI chatbots.
Additionally, some queries may require a human agent to understand nuances and complexities that an AI would
AGENTIC AI
struggle with. This means that contact center organizations should utilize both human and AI agents.
A VITAL NEXT STEP FOR BUSINESSES
The business case for agentic AI is clear. By improving CX, operational efficiency, and the human agent’ s job, agentic AI is a highly valuable tool for contact center solutions. AI-powered analysis can also find new ways to improve the business that may have been difficult to see previously.
Any CIO or business leader implementing agentic AI is not merely adopting technology but embracing a business imperative. Organizations that do not implement agentic AI might face difficulties in staying competitive or maintaining their relevance in today’ s dynamic and evolving contact center industry.
Jurgen Hekkink, Head of Product Marketing at AnywhereNow, brings over 25 years’ experience in the telecoms business, specializing in contact centers and customer experience. Previously he has worked as EMEA partner manager for Playvox, product director CCaaS for Enghouse Interactive, product management roles for Siemens Communications, amongst others.
NOVEMBER 2025 33