Leaders in Customer Experience (CX) are implementing Agentic AI to revolutionize their customer service strategies.
In the ever-evolving world of communications, one sector has embraced technological advancements more than most – the Customer Experience (CX) sector. With the advent of Agentic AI, customer service representatives can now focus on more complex tasks, as this new technology takes on the responsibility of performing customer service jobs in the background.
The SAP Insights newsletter, a biweekly publication, has highlighted the current state of international trade and the overlooked aspect of supply chains. One such overlooked aspect is the proactive management of support workflows, a capability offered by Agentic AI.
Traditional Customer Service AI chatbots and Generative AI have primarily been reactive, responding to customer input and generating content based on user prompts. However, Agentic AI is a game-changer, with autonomous, goal-driven, and proactive workflow management.
Unlike reactive chatbots, Agentic AI proactively anticipates customer needs and issues, manages entire support workflows, adapts dynamically to context, customer preferences, and real-time data, and performs autonomous actions such as checking real-time inventory, scheduling deliveries, detecting fraud, and offering personalized product upgrades or discounts.
For instance, in finance, Agentic AI systems can detect unusual spending patterns and proactively alert customers to potential fraud. In retail, these AI agents can curate personalized shopping experiences by interpreting voice, text, and visual data to tailor interactions empathetically and proactively.
The transition from reactive support to proactive, adaptive, and autonomous relationship management marks a significant advancement in customer service. Agentic AI represents a new class of intelligent systems that learn and adapt from experience and context, enabling more empathetic and relevant interactions.
| Aspect | Agentic AI | CX AI Chatbots | Generative AI | |-----------------------|-------------------------------------------------------------|-----------------------------------------------------|----------------------------------------------| | Operation Mode | Autonomous, goal-driven, proactive workflow management | Reactive, responds to user prompts | Generates content/responses upon prompt | | Adaptability | Learns and adapts from experience and context | Limited, based on pre-set scripts or training data | Limited to prompt context | | Scope of Tasks | End-to-end task execution including decision-making and actions | Single step responses, basic task automation | Single content generation | | Customer Service Application | Anticipates needs, resolves issues proactively, personalizes across channels | Answers FAQs, provides scripted or canned responses | Generates conversational replies or content | | Human Intervention| Minimal to none once goals and parameters are set | Often requires escalation or human takeover | Human-in-the-loop for appropriate use |
As research on how customers interpret company hierarchical structures continues, it is clear that Agentic AI will play a crucial role in shaping the future of customer service.
- In the future of customer service, Agentic AI is expected to play a significant role by proactively anticipating customer needs and managing support workflows, such as checking real-time inventory, scheduling deliveries, and detecting fraud.
- The shift towards automated, goal-driven, and proactive workflow management by Agentic AI sets a new standard for customer service, enabling more empathetic and relevant interactions for customers, while streamlining the responsibilities of customer service representatives to focus on more complex tasks.
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