Gartner research predicts that by 2028, 33% of enterprise software applications will integrate agentic AI, thus enabling 15% of day-to-day work decisions to be made autonomously. As AI technology continues to evolve, businesses across industries are feeling pressure to introduce innovative ways to leverage AI for improved CX — from chatbots and virtual assistants to AI-driven workflows.

The key to success, however, lies not just in automating for the sake of convenience. But strategically deploying AI to enhance the accuracy, completion, and accessibility of service offerings.

How customer service is transforming

Consumers are now accustomed to interacting with AI more often, and leveraging the technology for more streamlined experiences. But the quality and accuracy of these conversational tools when displayed in call centers is imperative. In fact, a recent study by Forethought revealed that 50% of consumers expect to receive a response from customer support within nine minutes. Otherwise, they risk disengaging with a brand. Among the consequences of delayed responses, 23% of customers say they would cancel or return their order, while 21% would consider severing ties with the company entirely.

Enter: AI Agents.

Unlike chatbots, AI agents can handle more complex conversations and provide personalized solutions to customers. They leverage more advanced AI techniques, like natural language processing and machine learning, to provide personalized answers to queries. Agentic AI also helps connect with customers on a whole new level, largely thanks to technologies that understand customers’ tone, intentions, deciphering their emotions and hidden expectations. This hyper-personalization provides an advanced method for call centers to connect with individual customers and target their marketing efforts in a unique and engaging way.

Beyond that agents are a great resource to increase efficiency and reduce costs for call centers by alleviating the need for human support without sacrificing the quality of service. And now that more companies are working with AI providers to create customized roadmaps for success and tie in their company goals and resources, they are seeing better results.

Efficiency and employee satisfaction

AI agents also allow human agents to focus on more complex, high-value customer interactions. By automating mundane tasks and streamlining workflows, businesses can create more engaging and fulfilling roles for their human workforce. Instead of spending their time on repetitive, low-value tasks, employees can focus on strategic, creative work that is both more aligned with their skills and more motivating. This shift can lead to a more energized, productive workforce.

The benefits are twofold: While AI frees up employees to engage in higher-level work, it also helps alleviate burnout, which has been a growing concern for many industries. Burnout, if left unchecked, can lead to decreased productivity, higher turnover rates, and increased operational costs. On the other hand, when employees feel empowered and engaged, they are more likely to stay with the company longer, reducing recruitment and training costs and providing continuity within teams.

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Why early adoption is an advantage

Early adopters of agentic AI technologies stand to gain a competitive edge, no matter the industry they operate in. When deployed strategically, agentic AI solutions revolutionize the customer experience with personalized, real-time interactions that are both fast and accurate. For example:

• Banking: Agentic AI can help customers complete transactions, such as card cancel,, transferring funds or checking account balances, without needing to speak with a human agent. This reduces wait times and increases customer satisfaction by offering seamless, immediate solutions.
• Healthcare: AI-powered virtual assistants can schedule appointments, provide reminders, or answer common patient queries, significantly improving response times and streamlining administrative tasks for healthcare professionals.
• Higher Education: AI can provide students with 24/7 support through virtual assistants that handle inquiries about admissions, class schedules, financial aid, and campus services. This can significantly reduce response times and ensure students get timely, consistent answers, leading to a better overall experience throughout their academic journey.
• Retail: AI-driven virtual assistants can recommend products based on a customer’s browsing history or previous purchases, creating a tailored shopping experience that feels both personal and intuitive.
• Telecommunications: AI-driven systems can handle service requests like upgrading plans or troubleshooting technical issues, all while ensuring customers are supported promptly and accurately, without the frustration of long hold times.

Case in point: Incorporating agentic AI into customer service operations, is no longer optional — it’s a strategic necessity. By embracing AI early, businesses not only improve CX but also unlock significant operational efficiencies that will fuel growth. Not only is it helping to better serve customers, but also empower employees whose job it is to support customers.

Companies that lead the charge will not only strengthen customer relationships but also position themselves to succeed in an increasingly automated, data-driven future. As these capabilities continue to expand, those who act now will be best positioned to reap the rewards of faster, more accurate, and more personalized customer interactions. The future of CX is powered by AI, and businesses that stay ahead of the curve will drive long-term success in an increasingly digital marketplace.

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