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Driving down service delivery costs

Operational efficiency is vital for any business. Agentic AI contributes to this by automating tasks, optimising processes and providing insightful data. It automates straight forward tasks such as data entry, appointment scheduling, and basic customer queries. This accelerates processes and allows human agents to focus on more complex, value-added activities. For instance, AI can automatically generate summaries of customer conversations and upload them to CRM systems, ensuring accurate and up-to-date records.

It also analyses customer conversations in real-time, offering agents recommendations for the best next actions, and facilitating faster issue resolution. For example, AI can suggest relevant knowledge base articles or troubleshooting steps. By automating tasks and resolving issues efficiently, Agentic AI lowers the cost per call and total service costs, which is particularly beneficial for high-volume contact centres. Lower operational costs lead to a more sustainable business model. AI also scales to handle more interactions without extra costs, which is crucial for growing businesses or managing seasonal spikes, where AI manages to maintain consistently high service quality.

Agentic AI processes vast amounts of data to identify trends, patterns and improvement areas. These insights inform decision-making and help to optimise business operations. They also detect customer issues and suggest process modifications to enhance customer experience.

ways. Firstly, it provides real-time information and recommendations during customer interactions, enabling agents to handle requests faster and more competently while reducing cognitive load and stress. For example, AI can suggest responses or actions based on the conversation context, facilitating quicker resolutions.

Secondly, by automating repetitive tasks, Agentic AI allows agents to concentrate on more enjoyable and complex activities, thereby improving job satisfaction and the quality of customer interactions as agents can spend more time addressing unique customer needs. Further, it alleviates the stress associated with handling high volumes of customer interactions by assisting with information retrieval, compliance tracking and other tasks, leading to a healthier work environment and reduced agent turnover.

Finally, AI supports agent training and development by analysing performance and offering personalised feedback and coaching. This helps them to enhance their skills and stay current with the best practices.

With AI handling routine tasks, agents gain autonomy to make decisions and address complex issues, resulting in higher job satisfaction and a sense of accomplishment as they can focus on delivering excellent service and creating memorable customer experiences.

A business imperative

The business case for Agentic AI in customer experience is clear. By improving customer experience, operational efficiency and the human agent’ s job, Agentic AI is a highly valuable tool for contact centre solutions.

Improving human agent experience

While AI transforms customer interactions, it also reshapes the role of human agents. By providing real-time assistance and automating mundane tasks, Agentic AI benefits human agents in several

Any CIO or business leader implementing Agentic AI is not merely adopting technology but embracing a business imperative. Organisations that do not implement Agentic AI might face difficulties in staying competitive or maintaining their relevance in today’ s dynamic and evolving contact centre industry. p

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