What is Agentic AI for Customer Service?
The last few years have brought major advances in AI, and these are changing the way we live, work, and interact. In just the last two years, we’ve seen three generations of AI, and the field continues to advance at a fast pace. What is coming next? Agentic AI, and we’ll see a lot of it in 2025.
What makes this new wave of AI different? It all comes down to autonomy, adaptability, and flexibility. The innovative approach of Agentic AI is focused on these three things. As a result, it can be more autonomous than prior wave AI tools. It can act with greater flexibility based on the context. And it can be more adaptable.
Agentic AI is still in its early stages. But if the past few years of advancement are our guide, soon it will be everywhere. What is it, how does it work, and what is its potential in Contact Centers and for customer service? In this article, I’ll answer these questions as I share what I’ve learned on this subject.
Since this technology is so new, the exact definition and scope can vary depending on who you ask. But the main concept is an AI tool that can do a task with little to no human intervention. It should be autonomous to some degree and proactive.
