Universal AI agents, operational management for AI, autonomous AI agent feedback are closer than you might think and may lead us to fully agentic AI-powered customer experiences.
Looking to the future—and perhaps not such a distant one—IT and customer experience (CX) leaders might imagine the day when autonomous virtual agents rule the contact center, running independently to streamline operations and optimize customer interactions, among other tasks. This is the stuff of agentic AI, and its earliest stages are already upon us.
Agentic AI refers to AI systems, based on large language models (LLMs), that autonomously reason, plan, and act, as well as adapt to changing environments. Not only can these systems operate with a high degree of independence, but they can also continuously refine their actions based on context. In essence, agentic AI is the next evolutionary step for conversational and generative AI-based chat/voicebots. For example, agentic-powered AI agents are capable of adapting responses during an interaction based on the customer’s sentiment and intent whereas earlier solutions can only respond based on input prompts—they have no autonomy to do more than execute on predefined, specific tasks.
Agentic AI Solutions to Complement Existing AI
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