Conversational and generative AI-based technology has transformed the way businesses operate, empowering teams to streamline processes, improve productivity, and cut costs. And as these technologies have become more commonplace the road to innovation has continued to accelerate, bringing agentic AI into the limelight, especially within contact centers.
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Within the contact center environment, AI-powered systems have made it possible for businesses to deliver efficient, cost-effective, and high-quality customer interactions. And while AI-driven channels such as chatbots can meet customer demands for self-service and personalized interactions, these applications have also enabled contact center teams to reallocate resources, so human agents can focus on high-priority tasks while bots field time-consuming and routine queries.
Agentic AI has the capability to take customer experiences to the next level. Instead of simply answering questions or responding to queries, agentic AI can autonomously make decisions and execute actions with limited human intervention. This technology opens the door for a range of applications and benefits for your CX teams and contact center tech stack. Understanding agentic AI is the first step to leveraging it within your organization.
What is Agentic AI?
Chatbots have become a staple of many CX strategies. Basic, foundational bots can respond to customer queries based on pre-defined instructions and rules. Then, there is a category of more advanced bots built with large language models (LLMs), for example, with the capacity to understand what your customers are saying and generate responses based on massive amounts of training data.
There’s no denying the role generative AI has played in helping businesses innovate and scale operations, but LLM-based bots are limited by the prompts humans create and assign to them.
This is where agentic AI takes this technology a step further. An agentic AI-powered system is autonomous, meaning it can execute and complete ongoing, continuous, and complex tasks with only limited human activity. Instead of relying on a human to prompt an action, agentic AI can make its own decisions and complete specific tasks based on large datasets instead of simply following strict, pre-defined rules.
Agentic AI vs. AI Agent
Because agentic AI and AI agents both have the ability to gather data, make decisions, and perform tasks automatically without human intervention, it can be difficult to understand the difference between these systems.
Simply, AI agents are designed to handle specific tasks such as responding to customer queries. These systems operate autonomously within predefined, outlined guidelines. Meanwhile, agentic AI boasts advanced decision-making capabilities, allowing these systems to learn and adjust its activities in real time. This allows agentic AI to be more proactive and autonomous, able to perform on a broader scale on more complex, multi-step tasks.
How are Businesses Using Agentic AI-Powered Systems?
Agentic AI has many practical uses thanks to its ability to make data-driven decisions and manage complex tasks without the need for human oversight. Generally, businesses that use agentic AI benefit can improve productivity and efficiency, so human staff members can resolve high priority and more complex tasks.
Here are a few ways businesses in different industries are integrating and benefiting from agentic AI:
- Cybersecurity: Your agentic AI-powered system can proactively monitor your network traffic in real-time and identify ongoing patterns. If there is a disruption that hints at a potential vulnerability or breach, it can automatically initiate processes to mitigate impact and protect your business.
- Human resources: This type of AI agent can automatically conduct tasks such as screening resumes and applications, scheduling interviews, predicting how well a candidate will align with the open role, answering common HR questions, and beginning onboarding processes.
- Finance: Agentic AI-driven tools can analyze data and market trends, which can then be used to create financial strategies, detect fraud, and optimize transactions to best suit your customers.
In these cases, agentic AI is valuable for executing tasks without any additional human prompting. Based on the data, the system gains an understanding of what actions should be taken to optimize results and streamline time-consuming processes.
Agentic AI for CX: Leverage Automated, Self-Service Support
Already, many businesses have seen the positive impact AI-driven CX channels can have on their reputation and bottom line. When optimized and assured, this technology makes it possible for brands to exceed expectations and ensure customers are satisfied at every step.
There are many potential applications for agentic AI within the contact center space. For example, agentic AI can provide a human agent with necessary insights and customer history to help resolve an issue faster and more efficiently, making it possible for the agent to handle a higher volume of queries in a fraction of the time. These systems can also route customers to the correct department for their needs and answer common or routine questions without requiring an agent.
Overall, agentic AI accelerates processes and eliminates inefficiencies, so you can deliver better interactions faster.
Businesses looking to leverage agentic AI should consider following best practices such as:
- Promote transparency with AI governance strategies: Build stronger customer relationships built on trust and transparency by taking precautionary steps to outline your business’ AI usage and mitigate unnecessary risk.
- Find the balance between humans and AI: Understand that humans and AI-based systems both have a place within your contact center. Your AI-powered bots are not a substitute for human agents; they are meant to improve efficiency and empower your human team members to deliver better quality CX.
- Innovate responsibly and ethically: Avoid potential reputational, financial, and operational risk by ensuring your innovations align with your team’s scale and bandwidth. Deploying all your projects at once can lead to disruptions, failures, and costly risks.
Innovate Your CX Tech Stack with Cyara
Innovation is key to unlocking the true potential of your CX channels and delivering the high-quality interactions your customers demand and rely on. That’s why Cyara is committed to driving AI-led CX innovation and eradicating bad customer experience with our AI-Led CX Transformation Platform.
Ready to get started? Visit cyara.com for more information or schedule a personalized demo to learn more.