Agentic AI in CX How Self-Directed AI Is Changing Customer Support

Agentic AI in CX: How Self-Directed AI Is Changing Customer Support

AI isn’t coming for your contact center’s operations; it’s already here.

Customers now not only expect; they clearly want fast, accurate, and first-call resolutions. Alongside, businesses are also having constant pressure to reduce costs, while upholding CX quality. In all this chaos, a new breed of automation is rising, known as Agentic AI.

Unlike rule-based bots that follow scripts, Agentic AI is a self-directed team member who learns, reasons, and acts with autonomy across channels. However, there are some additional challenges to using this technology responsibly, ethically, securely, and strategically.

And, in this blog, we’re going to break down every essential Agentic AI aspect, leading enterprises towards real-world success.

What is Agentic AI?

In a recent research report, Cisco revealed that Agentic AI will handle 68% of all customer service and support interactions.

In addition, Agentic AI in customer experience means:

• Simultaneously managing omnichannel conversations with multiple customers
• Automatically resolving support tickets without human intervention/ escalation
• Taking real-time decisions, like rebooking travel and processing refunds/returns
• Learning from past and current interactions to optimize future responses

Agentic AI is more like a digital teammate, that’s always on and knows how to personalize experience per customer needs.

Why Agentic AI is a Game-Changer for CX

Nowadays, businesses are required to curate personalized customer experiences, if they want to covert, and retain. And it’s only possible with intelligent CX operations, powered by Agentic AI, which transforms CX in measurable ways:

• Faster Resolutions: AI agents quickly and accurately resolve Tier 1 tickets, both general and technical, which reduced wait times and improved NPS.
• Lower Operating Costs: By offloading repetitive tasks from human agents, especially the operations department, enterprises save up to 30 – 60% of the operational costs.
• Scalable Personalization: AI remembers preferences, tailors the outcomes in real-time, and ensures the resolution aligns to brand guidelines.
• Omnichannel Fluidity: Agentic AI can work across all voice and non-voice channels, including IVR, chat, email, social media, and community platforms.

Gartner also revealed that Agentic AI will resolve 80% of customer inquiries while saving up to 30% operational costs by 2029.

The Untold Truth: Agentic AI Can’t Do It Alone

Yes, you read that right.

Agentic AI can process, reason, and act on its own. But it’s not a plug-and-play solution. In fact, deploying it without proper strategy and oversight can create more problems instead of measurable CX metrics.

Lack of emotional intelligence, privacy issues, and inconsistent brand voice are some of the significant Agentic AI challenges. Let’s look at them more thoroughly:

Emotional Blind Spots

Regardless of the high volume data sets, AI still struggles with empathy. There’s always a possibility of misreading tone and escalate sensitive issue inappropriately, harming the customer relationship.

Data Privacy Risks

In regulated industries like healthcare, finance, and energy, Agentic AI poses compliance risks. Additionally, there can be instances when AI reveals sensitive information, leading to chargebacks. That’s why it’s always recommended to outsource trusted CX partners like ContactPoint360.

Inconsistent Brand Voice

AI can’t always uphold brand tone and voice, especially in cases where services are being provided across regions. If you want your Agentic AI to culturally align, it requires a lot more investment, time, effort, and computational resources.

Escalation Gaps

Without smart orchestration, agentic AI often fails to recognize when to stop, defer, or escalate. It all depends on the data sets used for training and the machine learning model running behind them. As a result, agentic AI can continuously lead to breakdown, such as false confidence and missed escalation signals.

In short, agentic AI is not completely independent, as it is showcased. It needs humans, and more importantly, strategic orchestration. And, if you are transitioning from one service provider to another, you need that too.

Industry Use Cases: Where Agentic AI is Already Winning

Agentic AI has made its space really quick in the retail, telecom, healthcare, travel and hospitality industries. However, currently it only handles repetitive tasks or tier-1 issues, requiring basic compliance.

Travel & Hospitality

Self-directed AI updates guests about booking, reissues itineraries, and supports multilingual travelers across all time zones. This 24/7 available digital agent improves customer satisfaction and overall NPS score.

Conclusion: What’s the future of Agentic AI?

Agentic AI offers extraordinary capabilities as a digital teammate. From improving operational excellence, to reducing costs, it ace in every aspect. However, having a human in the loop is still a necessity to deploy it. Enterprises has to move fast, and outsource faster to leverage agentic AI to achieve faster resolution, deeper loyalty, and smarter scalability, without quality, and trust compromise.

So, don’t wait and fall behind, partner ContactPoint360 today and move ahead.

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