AI AGENTS CAN QUICKLY SUMMARIZE THE SUBJECT MATTER OF THE CALLS, RECAP CUSTOMERS’ NEEDS, AND PROVIDE THE HUMAN AGENTS WITH A FEW BEST-CASE SCENARIOS TO HELP RE- SOLVE THE SITUATIONS. the interactions behind the scenes. This is seamless to the customer.
ARTIFICIAL INTELLIGENCE
And for those customers whose questions require human intervention, it’ s now possible to instruct AI agents on specific cases or customers’ behavior that results in call handovers. They may even be able to give human agents a“ heads up” about the emotional state of the callers before they get on the line.
Instead of clunky handoffs from AI agents to human agents that may result in lengthy hold times or require the customers to repeat themselves, today’ s AI agents can significantly improve this process. AI agents can quickly summarize the subject matter of the calls, recap customers’ needs, and provide the human agents with a few best-case scenarios to help resolve the situations.
Call summarization and the extraction of valuable customer information( such as a customer ID or a summary of the complaint) can be performed more rapidly and accurately using GenAI. This enriched context ensures that human agents receive comprehensive briefings, ultimately enhancing the CX.
The human-in-the-loop approach enables customer care representatives to resolve customer issues with the help of AI agents. In some cases, the calls continue using the artificial voice of the AI agents, while the human agents control
AI AGENTS CAN QUICKLY SUMMARIZE THE SUBJECT MATTER OF THE CALLS, RECAP CUSTOMERS’ NEEDS, AND PROVIDE THE HUMAN AGENTS WITH A FEW BEST-CASE SCENARIOS TO HELP RE- SOLVE THE SITUATIONS. the interactions behind the scenes. This is seamless to the customer.
We are only in the early days of the myriad ways agentic AI will revolutionize customer service. Leaders in the GenAI era are making it possible for customer service organizations to provide a personalized AI agent for every customer. But in order to make this a reality, they’ ll need to be able to scale.
These agents, powered by GenAI and conversational AI, will have the ability to compile historical data on customers, quickly analyzing their past purchasing behaviors and preferences in real time.
Using this exciting technology, companies will finally be able to make significant improvements to the customer service experience with personalized, sophisticated contact center automation that ensures each unique customer is heard.
Maik Hummel is the Principal AI Evangelist for Parloa, a leader in AI-powered automation and assistance for customer service.
We hope you have a fabulous Customer Service Week this month. If you are looking for inspiration to keep the celebration going beyond the week, please check out our Customer Service Week special issue.
From insiders, industry voices, and from the pages of Contact Center Pipeline you will find ideas and suggestions for enhancing your celebrations.
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