Agentic AI is the next big thing in technology, gaining attention for its ability to improve customer experience (CX). While many businesses are just getting familiar with generative AI (genAI), agentic AI is now emerging as a crucial tool for staying competitive.
What’s the Difference Between GenAI and Agentic AI?
- Generative AI (genAI) creates content by responding to user prompts. For example, ask, “What’s a good European vacation spot?” and produce a list of recommendations based on your preferences. Think of genAI as a creator.
- Agentic AI, on the other hand, not only responds but also plans and acts. It considers multiple factors, such as your budget, travel history, and global trends, to create a detailed travel plan. Think of agentic AI as a problem-solver.
How Does Agentic AI Work?
Agentic AI stands out because it uses advanced technology, including:
- Retrieval-augmented generation (RAG) to tap into reliable data sources.
- Large language models (LLMs) to provide accurate, high-quality outputs.
This combination reduces the chance of inaccuracies often seen with genAI and ensures well-informed decisions.
Why Does Agentic AI Matter for CX?
Agentic AI is already transforming CX by:
- Improving customer service through automatic issue resolution.
- Personalizing experiences by integrating customer data.
- Reducing costs with more efficient operations.
Gartner predicts that by 2029, agentic AI will handle 80% of customer service issues independently, cutting costs by 30%.
Does AI Replace Humans in CX?
Not at all. Agentic AI works best when paired with human expertise. While it handles repetitive tasks, humans are vital for:
- Guiding AI tools with strategic direction.
- Evaluating decisions that require empathy or nuanced insights.
Rather than replacing jobs, agentic AI will change how CX practitioners work, focusing more on strategy and oversight.
What Can CX Teams Do Today?
To prepare for agentic AI:
- Upskill teams to work effectively alongside AI systems.
- Adopt ethical practices, ensuring transparency and accountability in AI decision-making.
By approaching agentic AI thoughtfully, CX practitioners can harness its potential to create smarter, more impactful customer experiences.Agentic AI isn’t just a buzzword – it’s a powerful tool for shaping the future of customer experience.
