Steps to Future-Proof Customer Experience in the contact Centre for the Age of Agentic AI explains Content Guru
Unlike other forms of AI in Customer Experience (CX), Agentic AI focuses on autonomous decision-making, where humans supervise the output from AI technologies, rather than needing to prompt them. By 2029, Gartner has predicted that Agentic AI will resolve 80% of common customer queries without any human intervention.
It’s not just organizations that will benefit from Agentic AI. These capabilities will enable the emergence of a goal-driven machine workforce, working on behalf of customers, who can make plans and take actions with a degree of sophistication that was not previously possible. Instead of direct engagement with human agents, consumers will increasingly use and interact with their own Agentic AI agents to solve their queries, creating a surge in automated interactions for organizations.
Businesses must prepare for an increase in automated interactions by investing in AI-compatible systems while optimizing their digital touchpoints to accommodate these new engagement patterns. Failure to adapt quickly could result in overwhelmed systems, frustrated customers, and missed opportunities to strengthen brand loyalty. Here are two practical steps organizations should take to ensure they are prepared for the increase in Agentic AI interactions.
Step 1: Build the Infrastructure for Scalable AI Engagement
As Agentic AI becomes increasingly common, businesses must ensure their infrastructure can scale to manage fluctuating interaction volumes, especially with increases predicted in both machine-to-machine (M2M) and human-machine interactions (HMI).
With AI-assisted agents handling increasingly complex tasks, backend systems will need to process, analyze, and respond to a higher volume of simultaneous requests. Without scalable cloud-based platforms, businesses risk service disruptions and compromised data security. Cloud-native solutions offer seamless scalability, allowing organizations to flexibly adapt to peaks in demand. Investing in scalable infrastructure now will not only future-proof operations but also ensure that businesses can capitalize on the opportunities presented by AI-driven interactions.
Step 2: Elevate CX Across Channels
Legacy on-premises systems often struggle to keep pace with the speed and complexity of AI-driven queries. Businesses that refine their CX offering, and utilize cloud-based platforms to ensure smooth interactions across multiple channels, including chat, voice, and social platforms, will gain a competitive edge by meeting customers where they are, through their channels of choice. Intelligently automated self-service channels can also pre-emptively resolve simple queries and escalate only the most complex problems to human agents, freeing service teams to focus on high-value interactions.
Gartner has also forecasted a rise in Agentic AI digital assistants being used across a range of businesses, with autonomous digital assistants predicted to make up 20% of all interactions at organizations’ digital storefronts by 2028. Organizations that can refine their self-service offerings to ensure frictionless interactions will also gain an advantage in delivering seamless, personalized CX.
Turning Disruption into Opportunity
To successfully adapt to a future dominated by Agentic AI-driven interactions, organisations must invest in scalable infrastructure, optimise self-service channels, and empower their agents with AI-enabled agent assist tools.
Scalable, cloud-based platforms provide the agility, intelligence, and security required to navigate these changes, ensuring that businesses remain competitive while delivering exceptional CX.
By preparing now, organizations can turn the rise of Agentic AI-driven interactions into a powerful opportunity for growth and differentiation in an increasingly competitive landscape.
Matt McKernan is SVP, Americas at Content Guru.
Available in over 150 countries, storm® is the only cloud platform trusted to run national blue-light emergency services and its CX solutions have delivered the highest customer satisfaction scores in multiple industries for many of the globe’s largest organisations. Its brain® AI services provide leading automated and human-assist capabilities to bolster contact centre performance.
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