{"id":66327,"date":"2025-01-03T15:17:07","date_gmt":"2025-01-03T15:17:07","guid":{"rendered":"https:\/\/www.cxtoday.com\/?p=66327"},"modified":"2025-01-03T19:21:44","modified_gmt":"2025-01-03T19:21:44","slug":"what-is-agentic-ai","status":"publish","type":"post","link":"https:\/\/www.cxtoday.com\/contact-center\/what-is-agentic-ai\/","title":{"rendered":"What Is Agentic AI?"},"content":{"rendered":"<p><span data-contrast=\"auto\">Agentic is a type of artificial intelligence that is designed to act autonomously, making decisions and taking actions towards a specific goal. Passive \u2013 or now \u2018traditional\u2019 &#8211; AI responds to direct commands. Agentic AI independently analyzes situations, decides on its response, and evolves from feedback.\u00a0<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Agentic AI has been borne out of advances in generative AI and LLMs research, the increasing availability of large-scale data, and growing demand for AI systems that can operate more autonomously to tackle complex tasks. It\u2019s the next frontier of AI and is set to transform productivity and operations across industries.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<h2><span data-ccp-props=\"{}\">\u00a0<\/span><b><span data-contrast=\"auto\">Key Characteristics of Agentic AI<\/span><\/b><span data-ccp-props=\"{}\">\u00a0<\/span><\/h2>\n<ol>\n<li><b><span data-contrast=\"auto\">Independent<\/span><\/b><span data-contrast=\"auto\"> \u2013 it operates with a degree of independence, providing reasoning and making real-time decisions without immediate human input<\/span><span data-ccp-props=\"{&quot;335559685&quot;:360}\">\u00a0<\/span><\/li>\n<li><b><span data-contrast=\"auto\">Goal oriented<\/span><\/b><span data-contrast=\"auto\"> \u2013 agentic AI pursues specific objectives or tasks, often defined by its initial programming, user input, or through adaptive learning<\/span><span data-ccp-props=\"{&quot;335559685&quot;:360}\">\u00a0<\/span><\/li>\n<li><b><span data-contrast=\"auto\">Adaptability<\/span><\/b><span data-contrast=\"auto\"> \u2013 it dynamically adapts based on real-time data, creating tailored, unique experiences<\/span><span data-ccp-props=\"{&quot;335559685&quot;:360}\">\u00a0<\/span><\/li>\n<li><b><span data-contrast=\"auto\">Collaboration<\/span><\/b><span data-contrast=\"auto\"> &#8211; AI Agents can collaborate with other AI agents or hand over tasks. They can also check-in with or hand-over to a human agent when the conversation stalls or hits escalation parameters<\/span><span data-ccp-props=\"{&quot;335559685&quot;:360}\">\u00a0<\/span><\/li>\n<\/ol>\n<h3><b><span data-contrast=\"auto\">Applying Agentic AI in the Contact Center<\/span><\/b><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335559685&quot;:0,&quot;335559737&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:279}\">\u00a0<\/span><\/h3>\n<p><span data-contrast=\"auto\">Huge, influential corporations including Microsoft and Salesforce are investing in agentic AI \u2013 underlining the confidence the market has in the technology. The potential for this capability in CX is huge \u2013 in creating more personalized, efficient, and responsive interactions between businesses and their customers. Here we explore some of the ways agentic AI can be leveraged in CX:<\/span><\/p>\n<p><b><span data-contrast=\"auto\">1. Delivering personalized customer interactions<\/span><\/b><span data-ccp-props=\"{&quot;335559685&quot;:720,&quot;335559991&quot;:360}\">\u00a0<\/span><\/p>\n<ul>\n<li data-leveltext=\"%1)\" data-font=\"\" data-listid=\"3\" data-list-defn-props=\"{&quot;335552541&quot;:0,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769242&quot;:[65533,2],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;%1)&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"1\"><b><span data-contrast=\"auto\">Dynamic personalization<\/span><\/b><span data-contrast=\"auto\"> &#8211; Agentic AI can autonomously tailor product recommendations, content, or services to individual customers based on real-time data, behavioral patterns, and past interactions.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/li>\n<li data-leveltext=\"%1)\" data-font=\"\" data-listid=\"3\" data-list-defn-props=\"{&quot;335552541&quot;:0,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769242&quot;:[65533,2],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;%1)&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"2\" data-aria-level=\"1\"><b><span data-contrast=\"auto\">Proactive engagement<\/span><\/b><span data-contrast=\"auto\"> &#8211; By analyzing customer data, agentic AI can anticipate a customer\u2019s needs and reach out with relevant offers, support, or information<\/span><\/li>\n<\/ul>\n<p><b><span data-contrast=\"auto\">2. Ensuring automated, intelligent customer support<\/span><\/b><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<ul>\n<li data-leveltext=\"%1)\" data-font=\"\" data-listid=\"3\" data-list-defn-props=\"{&quot;335552541&quot;:0,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769242&quot;:[65533,2],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;%1)&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"2\" data-aria-level=\"1\"><b><span data-contrast=\"auto\">24\/7 Self Service<\/span><\/b><span data-contrast=\"auto\"> \u2013 AI has transformed customer service with always-on, available anywhere solutions. Agentic AI is leveling <\/span><span data-contrast=\"auto\">s<\/span><span data-contrast=\"auto\">elf<\/span><span data-contrast=\"auto\">-s<\/span><span data-contrast=\"auto\">ervice up \u2013 managing FAQs and self-service portals so customers can get the information they need on their own terms<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/li>\n<li data-leveltext=\"%1)\" data-font=\"\" data-listid=\"3\" data-list-defn-props=\"{&quot;335552541&quot;:0,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769242&quot;:[65533,2],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;%1)&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"2\" data-aria-level=\"1\"><b><span data-contrast=\"auto\">Conversational AI and Virtual Assistants<\/span><\/b><span data-contrast=\"auto\"> \u2013 similarly, this new breed of AI facilitates digital agents to have more human-like interactions with customers and handle more complex tasks. Agentic AI can interpret context, adapt to conversation flow, and solve problems independently, creating a seamless customer support experience<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/li>\n<\/ul>\n<p><span data-contrast=\"auto\">Agentic AI can also better manage the handoff between virtual and human agents. Sebastian Glock, Director of Product Marketing &amp; Technology Evangelist at <a href=\"https:\/\/www.cxtoday.com\/vendor\/cognigy\/\">Cognigy<\/a>, explains:<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">\u201cThe AI agents have a good sense of what they can and can\u2019t handle. If someone reaches out with an issue that\u2019s outside their expertise, they know to pass it along to a human. They can also pick up on emotions &#8211; like if someone\u2019s angry, upset, or sad\u2014and use that as a signal to hand over, making the experience feel more human and supportive.\u201d<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">The virtual agent can also pose a question to a human in use cases such as:<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">\u201cWhen a customer makes a specific request, such as a 10% discount, and the agent is unsure whether they have the authority to grant it, this situation can be escalated to an AI supervisor, which may involve a human decision-maker. The agent communicates the context by sending a detailed message to the human supervisor, including information about the customer\u2019s profile, the nature of the request, and the reasons provided, ensuring informed decision-making while maintaining efficiency.\u201d<\/span><\/p>\n<p><b><span data-contrast=\"auto\">3. Real-time decision making and issue resolution<\/span><\/b><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Customers engaging with contact centers need sound decisions \u2013 and fast. Agentic AI is leveling up real-time decision making and issue resolution by:<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<ul>\n<li data-leveltext=\"%1)\" data-font=\"\" data-listid=\"5\" data-list-defn-props=\"{&quot;335552541&quot;:0,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769242&quot;:[65533,2],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;%1)&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"1\"><b><span data-contrast=\"auto\">Automating routine tasks<\/span><\/b><span data-contrast=\"auto\"> \u2013 need a password reset or order tracked? AI can handle it &#8211; fast. Is a customer having a more complex issue or sentiment analysis shows they are getting frustrated? That\u2019s when the agentic AI hands the call over to a human agent to provide the required empathy and resolution.\u00a0\u00a0<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/li>\n<\/ul>\n<ul>\n<li data-leveltext=\"%1)\" data-font=\"\" data-listid=\"5\" data-list-defn-props=\"{&quot;335552541&quot;:0,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769242&quot;:[65533,2],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;%1)&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"2\" data-aria-level=\"1\"><b><span data-contrast=\"auto\">A warm handover<\/span><\/b><span data-contrast=\"auto\"> &#8211; agentic AI provides the human agent with all relevant context, such as the customer\u2019s profile, previous interactions, the issue at hand, and any steps already taken \u2013 this avoids repetition for the customer and ensures a smooth, efficient transition between agents.\u00a0<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/li>\n<\/ul>\n<p><span data-ccp-props=\"{&quot;335559685&quot;:720}\">\u00a0<strong>4.\u00a0<\/strong> <\/span><b><span data-contrast=\"auto\">Seamless omnichannel experiences<\/span><\/b><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<ul>\n<li><b><span data-contrast=\"auto\">Cohesive customer view across a range of channels<\/span><\/b><span data-contrast=\"auto\"> \u2013 agentic AI can integrate data across a wide range of channels \u2013 including store visits, previous calls, social media and emails &#8211; to offer a full picture. Customers can therefore pick up conversations or interactions where they left off, no matter which platform they use<\/span><\/li>\n<li><b><span data-contrast=\"auto\">Consistent experience<\/span><\/b><span data-contrast=\"auto\"> \u2013 this holistic view of the customer also enables agentic AI to deliver a consistent, reliable CX across all customer touchpoints<\/span><\/li>\n<\/ul>\n<p><span data-ccp-props=\"{&quot;335559685&quot;:720,&quot;335559991&quot;:360}\"><br \/>\n<\/span><b><span data-contrast=\"auto\">5. Predictive customer insights and trend analysis<\/span><\/b><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-ccp-props=\"{&quot;335559685&quot;:720}\">\u00a0<\/span><span data-contrast=\"auto\">AI-driven insights have been a game changer in the CX space, and this is set to continue with the integration of agentic AI. The key difference here is the forward-thinking or proactive capabilities of agentic.\u00a0<\/span><span data-ccp-props=\"{&quot;335559685&quot;:720}\">\u00a0<\/span><\/p>\n<ul>\n<li data-leveltext=\"%1)\" data-font=\"Aptos\" data-listid=\"9\" data-list-defn-props=\"{&quot;335552541&quot;:0,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769242&quot;:[65533,2],&quot;469777803&quot;:&quot;right&quot;,&quot;469777804&quot;:&quot;%1)&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"1\"><b><span data-contrast=\"auto\">Anticipating customer needs<\/span><\/b><span data-contrast=\"auto\"> &#8211; by analyzing historical and real-time data, agentic AI can predict trends in customer behavior, helping businesses stay ahead of customer demands<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/li>\n<\/ul>\n<ul>\n<li data-leveltext=\"%1)\" data-font=\"\" data-listid=\"9\" data-list-defn-props=\"{&quot;335552541&quot;:0,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769242&quot;:[65533,2],&quot;469777803&quot;:&quot;right&quot;,&quot;469777804&quot;:&quot;%1)&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"2\" data-aria-level=\"1\"><b><span data-contrast=\"auto\">Improving churn and retention levels<\/span><\/b><span data-contrast=\"auto\"> \u2013 by better anticipating needs and dealing with queries more efficiently, agentic AI can help reduce customer churn and identify customers at risk of defecting. <\/span><span data-contrast=\"auto\">It can then autonomously initiate retention actions, such as targeted offers or loyalty rewards, aimed at re-engaging those customers.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/li>\n<\/ul>\n<p><span data-contrast=\"auto\">Companies like <\/span><a href=\"https:\/\/www.cognigy.com\/\"><span data-contrast=\"none\">Cognigy<\/span><\/a><span data-contrast=\"auto\"> are spearheading delivery of customer service 2.0 and revolutionizing the enterprise contact center landscape by harnessing the transformative power of <\/span><a href=\"https:\/\/www.cognigy.com\/product-updates\/introducing-agentic-ai\"><span data-contrast=\"none\">agentic AI<\/span><\/a><span data-contrast=\"auto\"> to elevate customer interactions to unprecedented levels. With intelligent, autonomous capabilities, this powerful form of AI is not just responding to customer queries \u2013 its anticipating need, thinking ahead of customers and human agents, and solving complex issues in real time. Through strategic use of agentic AI, <a href=\"https:\/\/www.cxtoday.com\/vendor\/cognigy\/\">Cognigy<\/a> and other agile pioneers are setting new standards in the CX space.\u00a0<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">For more on <a href=\"https:\/\/www.cxtoday.com\/vendor\/cognigy\/\">Cognigy<\/a>\u2019s agentic AI, <\/span><span data-contrast=\"auto\">visit <\/span><a href=\"https:\/\/www.cognigy.com\/product-updates\/introducing-agentic-ai\"><span data-contrast=\"none\">https:\/\/www.cognigy.com\/product-updates\/introducing-agentic-ai<\/span><\/a><span data-contrast=\"auto\">\u00a0<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Agentic is a type of artificial intelligence that is designed to act autonomously, making decisions and taking actions towards a specific goal. Passive \u2013 or now \u2018traditional\u2019 &#8211; AI responds to direct commands. Agentic AI independently analyzes situations, decides on its response, and evolves from feedback.\u00a0\u00a0 Agentic AI has been borne out of advances in [&hellip;]<\/p>\n","protected":false},"author":6422,"featured_media":66328,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"inline_featured_image":false,"footnotes":""},"categories":[11850],"class_list":["post-66327","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-contact-center","tag-artificial-intelligence","tag-automation","brands_to_track-cognigy","editorial_type-interview","intent-discovery"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v25.3.1 (Yoast SEO v25.3.1) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>What Is Agentic AI? - CX Today<\/title>\n<meta name=\"description\" content=\"CX Today covers Contact Center &amp; Omnichannel\u200b news including Artificial Intelligence, Automation and more.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.cxtoday.com\/contact-center\/what-is-agentic-ai\/\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"What Is Agentic AI?\" \/>\n<meta property=\"og:description\" content=\"CX Today covers Contact Center &amp; Omnichannel\u200b news including Artificial Intelligence, Automation and more.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.cxtoday.com\/contact-center\/what-is-agentic-ai\/\" \/>\n<meta property=\"og:site_name\" content=\"CX Today\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/CXTodayNews\/\" \/>\n<meta property=\"article:published_time\" content=\"2025-01-03T15:17:07+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2025-01-03T19:21:44+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2025\/01\/Untitled-design-19.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"850\" \/>\n\t<meta property=\"og:image:height\" content=\"425\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Susie Harrison\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@cxtodaynews\" \/>\n<meta name=\"twitter:site\" content=\"@cxtodaynews\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Susie Harrison\" \/>\n\t<meta name=\"twitter:label2\" content=\"Estimated reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"5 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/www.cxtoday.com\/contact-center\/what-is-agentic-ai\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/www.cxtoday.com\/contact-center\/what-is-agentic-ai\/\"},\"author\":{\"name\":\"Susie Harrison\",\"@id\":\"https:\/\/www.cxtoday.com\/#\/schema\/person\/30c6d1b6dc20463800bf549c823677fa\"},\"headline\":\"What Is Agentic AI?\",\"datePublished\":\"2025-01-03T15:17:07+00:00\",\"dateModified\":\"2025-01-03T19:21:44+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/www.cxtoday.com\/contact-center\/what-is-agentic-ai\/\"},\"wordCount\":994,\"publisher\":{\"@id\":\"https:\/\/www.cxtoday.com\/#organization\"},\"image\":{\"@id\":\"https:\/\/www.cxtoday.com\/contact-center\/what-is-agentic-ai\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2025\/01\/Untitled-design-19.jpg\",\"keywords\":[\"Artificial Intelligence\",\"Automation\"],\"articleSection\":[\"Contact Center &amp; Omnichannel\u200b\"],\"inLanguage\":\"en-GB\",\"copyrightYear\":\"2025\",\"copyrightHolder\":{\"@id\":\"https:\/\/www.cxtoday.com\/#organization\"}},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/www.cxtoday.com\/contact-center\/what-is-agentic-ai\/\",\"url\":\"https:\/\/www.cxtoday.com\/contact-center\/what-is-agentic-ai\/\",\"name\":\"What Is Agentic AI? 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