Agentic AI is transforming contact centres by enabling systems to act autonomously, adapt to new situations, and proactively achieve goals – much like a human agent. But how does it differ from traditional automation, and why should contact centre leaders take notice?
What is Agentic AI?
Unlike rule-based automation, Agentic AI makes independent decisions, learns from interactions, and anticipates needs. It personalises experiences at scale, optimises workflows, and proactively resolves customer issues.
How Does Agentic AI Differ from Traditional Automation?
Traditional automation handles repetitive tasks, but Agentic AI excels in managing complex, high-value interactions.
Why Contact Centre Leaders Should Care
- Redefining Customer Support: Move from reactive issue resolution to proactive service, predicting and preventing problems before they arise.
- Driving Competitive Advantage: Deliver seamless, personalised experiences that differentiate your brand.
- Empowering Your Workforce: Free agents from repetitive tasks, allowing them to focus on meaningful, high-value interactions.
- Enhancing Efficiency: Automate complex workflows and decision-making, reducing operational costs and improving scalability.
Agentic AI in Action
Example 1: Insurance Policy Updates
An AI system collects new car details, verifies data in real-time, provides updated quotes, and ensures compliance. The process is streamlined with proactive follow-ups, enhancing customer satisfaction.
Example 2: Social Housing Maintenance
Agentic AI detects potential issues like water leaks, contacts tenants proactively, diagnoses problems, and dispatches engineers—preventing disruptions before they escalate.
Managing Risks & Implementation
While Agentic AI offers immense potential, careful governance is required to mitigate risks like regulatory non-compliance, bias, and transparency issues. Organisations should establish AI governance frameworks, ensure explainability, and maintain human oversight where necessary.
Conclusion
While Agentic AI offers immense potential, careful governance is required to mitigate risks like regulatory non-compliance, bias, and transparency issues. Organisations should establish AI governance frameworks, ensure clarity, and maintain human oversight where necessary.
Want to learn more? Watch our webinar: 5 Signs Your Contact Centre Needs to Go Digital First.
