{"id":72930,"date":"2025-08-19T11:04:14","date_gmt":"2025-08-19T10:04:14","guid":{"rendered":"https:\/\/www.cxtoday.com\/?p=72930"},"modified":"2025-10-19T09:14:56","modified_gmt":"2025-10-19T08:14:56","slug":"the-future-of-agentic-ai-whats-next-for-contact-centers","status":"publish","type":"post","link":"https:\/\/www.cxtoday.com\/contact-center\/the-future-of-agentic-ai-whats-next-for-contact-centers\/","title":{"rendered":"The Future of Agentic AI: What\u2019s Next for Contact Centers"},"content":{"rendered":"

AI is already transforming how customer support teams work, and has been doing so with chatbots since before large language models (LLMs) were widely available.\u00a0<\/span>\u00a0<\/span><\/p>\n

But what\u2019s coming next is bigger than just faster answers or smarter chatbots.\u00a0<\/span>\u00a0<\/span><\/p>\n

Speaking to CX Today, John Burghart, Managing Director at Deepdesk, explained: \u201cWe\u2019re entering the era of agentic AI, where AI isn\u2019t just assisting agents, but beginning to act more independently, with humans still in the loop.\u201d<\/span>\u00a0<\/span><\/p>\n

Deepdesk sees this as an evolution happening in three phases:<\/span>\u00a0<\/span><\/h3>\n
    \n
  1. The Current State: AI Tools Assisting Humans<\/span><\/b><\/li>\n<\/ol>\n

    Most contact centers today are using AI to support their agents, not replace them. Tools like real-time knowledge assist, summarization, and sentiment detection are helping human agents work faster and more efficiently.<\/span>\u00a0<\/span><\/p>\n

    For example, if a customer asks whether their bike insurance applies abroad, AI can instantly search through policy documents and bring the answer to the agent.\u00a0<\/span>\u00a0<\/span><\/p>\n

    \u201cIt\u2019s fast, accurate, and removes the need for agents to dig through multiple systems during a call.\u201d<\/span>\u00a0<\/span><\/p><\/blockquote>\n

    In many cases, AI is even completing small tasks in the background, like updating addresses in Salesforce or retrieving package tracking info, while the agent stays focused on the conversation. The agent is still in control of what the customer sees and hears.<\/span>\u00a0<\/span><\/p>\n

      \n
    1. The Next Phase: AI and Humans Working Side by Side<\/span><\/b><\/li>\n<\/ol>\n

      Some c<\/span>ontact centers have grown more confident in the quality of AI outputs, therefore \u201cwe\u2019ll continue seeing a shift with more and more collaborative models,\u201d said Burghart.\u00a0<\/span>\u00a0<\/span><\/p>\n

      In this current stage, AI handles more complex tasks, while agents focus on nuance, empathy, and higher-stakes interactions.<\/span>\u00a0<\/span><\/p>\n

      Think of it as a flexible partnership. Depending on the industry or specific task, companies are now deciding how much work the AI handles vs. how much stays with the human.\u00a0<\/span>\u00a0<\/span><\/p>\n

      A financial services company may lean more cautiously, while a retail brand might move faster into automation.<\/span>\u00a0<\/span><\/p>\n

      \u00a0\u201cThis stage also introduces AI orchestration, where different AI tools, platforms, and systems work together to complete end-to-end workflows,\u201d <\/span>Burghart explained. \u201cDeepdesk is already playing a key role here, acting as the connective layer that coordinates actions across your tech stack.\u201d<\/span>\u00a0<\/span><\/p>\n

        \n
      1. The Horizon: Fully Agentic AI (with oversight)<\/span><\/b><\/li>\n<\/ol>\n

        The general consensus from the sector is, \u2018We\u2019re getting close to a future where AI can manage entire conversations autonomously, resolving high-volume, routine inquiries. But we\u2019re not quite there yet.\u2019<\/span>\u00a0<\/span><\/p>\n

        Deepdesk adheres to this principle. Burghart told CX Today: \u201cEven as AI becomes more capable, the human agent will still have a role, as a supervisor.\u201d\u00a0<\/span>\u00a0<\/span><\/p>\n

        \u201cJust like a contact center manager might monitor calls and step in when needed, future human agents will oversee multiple AI agents.\u201d <\/span>\u00a0<\/span><\/p><\/blockquote>\n

        In this scenario, they\u2019ll receive alerts when sentiment drops, when the conversation goes off track, or when escalation is needed.<\/span>\u00a0<\/span><\/p>\n

        This model ensures that AI can scale support without sacrificing quality or oversight. For certain high-value customers or emotionally complex situations, human agents will always be preferred.<\/span>\u00a0<\/span><\/p>\n

        What This Means for Your Contact Center<\/span><\/b>\u00a0<\/span><\/h2>\n

        Agentic AI is not about replacing humans. It\u2019s about building a smarter, more scalable system in which AI handles the heavy lifting and humans bring the context, empathy, and judgment.<\/span>\u00a0<\/span><\/p>\n

        In addition, it’s about AI and humans working collaboratively, side by side, and strengthening each other’s capabilities.\u00a0<\/span>\u00a0<\/span><\/p>\n

        \u201cDeepdesk is designed to support this transition, from basic assistive tools today to fully orchestrated, agentic systems tomorrow,\u201d Burghart said.\u00a0\u00a0<\/span>\u00a0<\/span><\/p>\n

        “We meet you where you are and help you move at the right pace for your business.” <\/span>\u00a0<\/span><\/p><\/blockquote>\n

        To find out more about how Deepdesk can help on your journey, <\/span>visit their page<\/span><\/a>.<\/p>\n","protected":false},"excerpt":{"rendered":"

        AI is already transforming how customer support teams work, and has been doing so with chatbots since before large language models (LLMs) were widely available.\u00a0\u00a0 But what\u2019s coming next is bigger than just faster answers or smarter chatbots.\u00a0\u00a0 Speaking to CX Today, John Burghart, Managing Director at Deepdesk, explained: \u201cWe\u2019re entering the era of agentic […]<\/p>\n","protected":false},"author":10762,"featured_media":72935,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"inline_featured_image":false,"footnotes":""},"categories":[11850,61016],"class_list":["post-72930","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-contact-center","category-customer-analytics-intelligence","tag-agent-assist","tag-agentic-ai","tag-agentic-ai-in-customer-service","tag-ai-agents","tag-autonomous-agents","tag-virtual-agent","tag-virtual-assistant","brands_to_track-deepdesk","editorial_type-interview","intent-evaluation","target_audience-dual"],"acf":[],"yoast_head":"\nThe Future of Agentic AI: What\u2019s Next for Contact Centers - CX Today Agentic AI in Contact Centers: The Next Evolution in Customer Support<\/title>\n<meta name=\"description\" content=\"CX Today covers Contact Center & Omnichannel\u200b news including Agent Assist, Agentic AI, Agentic AI in Customer Service\u200b, AI Agents, Autonomous Agents, Virtual Agent, Virtual Assistant and more. 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