Customer service is going through a profound transformation, driven by rising expectations and technological advancements. Over the past few years, automated tools and chatbots have revolutionized customer service by becoming a trusted digital partner of human agents. And now, there has been a groundbreaking shift in customer support brought by Agentic AI.
Agentic AI has played a pivotal role in creating intelligent conversational companions that deliver human-like responses. As companies are changing gears to move away from traditional contact centers, they are increasingly looking to implement advanced AI tools that can proactively and autonomously handle customer queries. In this context, agentic AI emerges as the ultimate game changer and the perfect autopilot for your human agents.
With agentic automation, companies get the capability to automate entire workflows and minimize human intervention because agentic AI even resolves complex customer queries. Let's dive in to understand more about the technology and how it can transform modern customer support.
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Agentic AI is like an AI with its own brain and initiative. It doesn’t wait for directions – it figures things out, makes decisions, and takes action all on its own. Agentic AI is emerging as a powerful innovation in customer service, enabling a more dynamic and effective collaboration between humans and AI to enhance customer interactions. Ever since generative AI transformed chatbots, it’s been gaining traction and creating exciting new opportunities for businesses to grow.
As businesses are rethinking their customer service approach in a bid to elevate customer experience, new Cisco research reveals overwhelming demand for agentic AI. By 2028, 68% of all customer service and support interactions with technology vendors are expected to be handled by agentic AI. This transformation is going to be driven by agentic AI’s potential to perform seamless interactions and create a more efficient and resilient support environment by assisting human agents.
How will it be possible? Generative AI-powered large language models (LLMs) are the core technology behind agentic AI. It has cognitive capabilities and is built on an architecture that mimics human behavior. Just like a human agent would do, agentic AI follows a similar process of first understanding a query, then gathering necessary data to apply reasoning, and using certain tools to execute the activities.
Since customer queries are often lengthy and complex, agentic AI utilizes its memory modules to store and retrieve conversational data. And, to further ensure human intervention remains minimal, the guardrails set within the models stay within defined limits and only perform actions that are approved by human agents. Such smooth functioning streamlines customer conversations so that human agents can get the assistance they require to only focus on highly empathetic tasks.
Technology that thinks and acts on its own is reshaping how businesses operate. This ability helps companies make quicker decisions and deliver more personalized service. As a result, industries can stay ahead of the curve and keep customers satisfied. Here is a glimpse into how agentic AI is rewriting the rules across the board.
Agentic AI is designed to solve complex and unique problems on its own, and it does it through some exceptional capabilities that it possesses.
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Advanced AI makes your customer service profitable! There are numerous strategic benefits which businesses can experience which we will explore below.
Companies are weaving the technological brilliance of agentic AI with human agents’ creative capabilities. This combination creates a sophisticated system for customer support, which amplifies customer satisfaction through personalized and proactive support. OwlForce empowers support teams with a powerful combination of conversational AI, process automation, and intelligent data processing to make customer service processes efficient and autonomous. Businesses can automate customer dialogues and business processes to create an intelligent service environment. Explore solutions by ThinkOwl, and feel free to book a demo!