TALKING
‘‘ business
Today, customer experience( CX) is a crucial differentiator across industries, prompting businesses to continuously seek service improvements. AI technology is playing a pivotal role in transforming organisations across various sectors, with significant growth anticipated in AI-driven customer service through 2025 and beyond. According to Gartner, by 2025, 85 % of customer service leaders will explore or pilot conversational GenAI solutions.
Transforming call centres with Agentic AI
Agentic AI encompasses GenAI-powered tools that can understand objectives, make decisions and take action. These tools streamline processes, automate tasks and provide intelligent insights to aid in quick decision making. The integration of Agentic AI in contact centres is transforming customer experience( CX) by enhancing service delivery, improving operational efficiency and redefining the role of human agents.
In contact centres, AI can be used to design CX assistants that augment and enhance human experience. This is achieved by using CX assistants to manage simple tasks, thereby freeing human agents to concentrate on more complex issues. Over time, CX assistants can assume increasing responsibilities and eventually manage customer interactions. CX assistants can be developed for a variety of tasks and typical uses of Agentic AI in contact centres can range from transcribing and summarising interaction, automating data entries and updating CRM records, intelligent routing based on context or customer profiling to conducting sentiment and trend analysis for automated quality control amongst other tasks.
In the contact centre industry, Agentic AI contributes significantly to three areas: customer experience, service delivery cost and the role of human agents.
Enhancing customer experience
Organisations must deliver fast, accurate and personal responses to exceed customer expectations. Agentic AI helps meet these expectations through efficient services, either directly or as an agent assistant. It can manage multiple conversations simultaneously, reducing wait times and achieving quicker resolutions. While AI chatbots can instantly address simple queries,
complex issues are escalated to human agents.
This approach enables human agents to provide consistent responses. By accessing multiple data sources and generating pre-crafted replies, Agentic AI can quickly process and analyse vast amounts of data, cross-referencing customer information with internal databases to ensure accuracy and data privacy compliance such as adherence to GDPR.
By leveraging customer data, Agentic AI delivers personalised interactions by analysing past conversations and preferences. With AI addressing simple queries and supporting human agents in real-time, issues are more likely to be resolved on first contact, thus enhancing Customer Satisfaction scores( CSAT) and Net Promotor Score( NPS), which are key metrics for measuring customer loyalty and advocacy. Operational efficiency improves as Agentic AI automates routine tasks, optimises processes, reduces costs and provides data-driven insights. It also offers real-time assistance, automating mundane
By improving customer experience, operational efficiency and the human agent’ s job, Agentic AI is a highly valuable tool for contact centre solutions.
www. intelligentcio. com INTELLIGENTCIO APAC 37