If you haven’t heard of the term Agentic AI, then don’t worry. It’s pretty new.
Agentic AI refers to autonomous artificial intelligence systems that have decision-making abilities and can act independently to achieve specific goals. These AI systems can plan, reason, and adapt to their environment without constant human input.
Agentic AI goes far beyond other AI models, such as Generative AI (which focuses on generating a human-like content response to a query or prompt), and gives you the ability to fully automate processes and solve complex problems. Agentic AI is poised to dramatically improve efficiency in the contact center, from reducing manual work to removing repetitive tasks. Agents, team leaders, analysts, and managers will all feel the benefit of Agentic AI’s ability to learn, adapt, and accomplish tasks.
Challenges to consider
While Agentic AI has great potential in the contact center, it warrants a few words of warning.
AI’s battle with accuracy is well documented and any misinterpretations or errors that it makes could damage trust and lead to customer dissatisfaction. It’s important, therefore, to think carefully about what specific tasks the AI will be set and what guardrails you put in place to protect the accuracy of the outcome.
Similarly, contact center leaders need to consider local regulatory frameworks and compliance law when using AI in customer interactions. Just because AI is supporting customer conversations it doesn’t remove your obligations to treat customers fairly, communicate financial or privacy notices, and spot vulnerable customers, for example.
And finally, considerations must be made for integration with legacy systems. Many contact centers operate on outdated infrastructure, which could slow AI adoption. You must fully understand the architecture you are using before you leverage AI.
Enhancing efficiency, customer experience, and cost-effectiveness
The potential use cases for Agentic AI are vast. Below I’ve listed the key ones we’ve identified in the contact center.
1. Autonomous Handling of Customer Interactions
- AI Agents for Routine Queries: AI-driven virtual agents will handle a large volume of customer inquiries without human intervention, reducing wait times.
- Personalized Interactions: These AI agents can analyze customer history and preferences to provide tailored responses.
- Context Awareness: Unlike traditional chatbots, agentic AI can maintain context across interactions and even across channels (phone, chat, email).
2. Enhancing Human-Agent Collaboration
- AI as an Assistant: AI can provide real-time suggestions, knowledge base lookups, and predictive responses to human agents, improving response accuracy and speed.
- Call Summarization: AI will automatically summarize customer interactions, reducing after-call work for human agents.
3. Intelligent Workflow Automation
- Data Writeback: AI listens to every interaction and can identify key terms of phrases and then write that information back to a core system, such as a CRM.
- Smart Ticketing: AI can categorize and prioritize tickets based on urgency and customer sentiment.
- Automated Follow-Ups: AI-driven systems can schedule and execute follow-ups via email, SMS, or chatbot interactions.
4. Sentiment Analysis & Emotion Recognition
- Sentiment Analysis: AI can analyze voice tone, text sentiment, and customer emotions in real time, allowing for proactive interventions (e.g., escalating an irate customer to a senior agent).
5. Cost Reduction & Scalability
- Lower Human Dependency: AI can manage a significant percentage of interactions, reducing operational costs.
- 24/7 Availability: AI-powered contact centers will provide continuous service, reducing downtime.
- Scalability: AI can handle fluctuating call volumes without requiring additional human resources.
6. Fraud Detection & Security
- AI-Powered Verification: Voice biometrics and behavioral analytics can enhance authentication security.
- Anomaly Detection: AI can detect fraudulent patterns and flag suspicious interactions in real time.
7. Continuous Learning & Improvement
- AI models will continuously learn from interactions, improving over time to provide better responses and solutions.
Agentic AI from Creovai
As we turn a corner in the development of AI models, Creovai is leading the way in its application and delivery of value.
The core features of Creovai Agentic AI include:
Autonomy: The ability to integrate with APIs, push and pull data, alert supervisors, and initiate other processes or agentic agents.
User Experience: Easy-to-use user interface to help configure Agentic Agents, abstracting users from the complexity of AI modeling and deep knowledge of prompt engineering.
Orchestration: Provide the “glue” in the middle that joins all the dots between pulling data from various sources, knowing and guiding the human agent through the most appropriate conversation and automatically sending data where it needs to go at the end of the interaction.
Knowledge Base: Knowledge can come from many sources. Our primary source of knowledge is using deep analysis of historical interactions in our Conversation Intelligence platform and offering customers the ability to enrich this with public and private knowledge sources.
Skills and Capabilities: Providing the Agentic AI agent with clear goals and making it fully contextually aware by bringing in historical interactions from our Conversation Intelligence platform, CRM data, and more. This means the AI Agent and human agent have all the relevant information at their fingertips.
Foundation Model: Currently using Azure Open AI for its proven security and performance but remaining agnostic to the model to allow for future improvements.
Final Thoughts
Agentic AI will revolutionize contact centers by making them faster, smarter, and more customer-centric while reducing operational costs. However, organizations must balance automation with human oversight to maintain quality customer service.
Here at Creovai, we are leveraging AI to help our users reduce customer churn, improves sales revenues, and lower operational costs.
If you’d like to discuss how Creovai can help your AI roadmap, then please get in touch.
