Nowadays, artificial intelligence has evolved from being a catchword to becoming an integral part of every innovation and business operation. AI is almost everywhere, shaping how we work, think & connect – but not all AI is created equal. Unlike generative AI, which connects with creativity, agentic AI is all about self-sufficiency – taking actions, making decisions and driving outcomes without constant human input. Let’s find out how Agentic AI is making the headlines in the evolving landscape.
Unlike the traditional AI models that rely upon predefined instructions or generative AI that focuses on creating content, Agentic AI is decision-making orientated. What is worth mentioning is that Agentic AI combines machine learning, reinforcement learning & real-time decision-making to recognise the situations, weigh options followed by taking meaningful actions. This adjustment lets it respond dynamically to changing environments, much like human agents. Hence, whether it is optimising the supply chains or managing the customer interactions or navigating complex systems, Agentic AI operates with a clear mission in mind – delivering results efficiently.
Generative AI and agentic AI are the two buzzwords controlling the AI landscape; they might appear interchangeable at first glance. However, the fact is they are not that different. While generative AI captivates with its ability to create, agentic AI stands out for its decision-making & goal-orientated actions.
Agentic AI works as a dynamic problem solver, working through a cycle of reasoning, acting & learning at each step. First of all, it apparently studies the environment by collecting real-time data, including customer inputs, system feedback or market trends. This data feeds into the reasoning phase, where advanced algorithms like reinforcement learning analyse options & predict possible actions.
Agentic AI analyses customer interactions across voice, messaging and chat in real time to determine the best course of action. For instance , in a call centre, it can prioritise high-value customers and route their calls to the most skilled agents, ensuring faster resolution and satisfaction. This lets businesses make data-driven decisions promptly.
By automating repetitive tasks like call routing or appointment scheduling, Agent AI drastically reduces manual workloads. In conversational AI, it can handle thousands of customer queries on messaging platforms, ensuring seamless communication without overburdening human agents.
Agentic AI praises human agents by handling initial touchpoints or routine issues, leaving agents to focus on complex or emotionally sensitive cases.
Agentic AI ensures businesses remain accessible round the clock, especially in global customer service environments.
By automating workflows, including call deflection to Chabot or handling low-priority queries through messaging, businesses save on operational costs.
Agentic AI is all set to revolutionise the customer experience by formulating a cohesive ecosystem of AI systems. It works as a super-agent, seamlessly managing and integrating various AI-driven processes. Such advancement enables businesses to offer hyper-personalised and proactive customer interactions across multiple channels.
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