Introduction
In an era where customer experience (CX) defines the success of businesses, organizations are continually exploring innovative technologies to enhance interactions, drive personalization, and improve service efficiency.
One of the most transformative advancements in this space is Agentic AI—a class of artificial intelligence that exhibits autonomy, decision-making capabilities, and adaptability. Unlike traditional AI systems that rely on predefined rules, agentic AI can proactively analyse data, learn from interactions, and autonomously act on them to optimize CX outcomes.
AI agents are seen as revolutionary for their ability to act autonomously and drastically reduce dependence on humans, with the capability of scaling repetitive tasks tremendously, accurately & consistently.
2025: The Year of Agentic AI
Agentic AI is number one in IT consultancy Gartner’s top 10 strategic technology
trends for 2025. Startup accelerator Y Combinator has predicted that vertical AI
agents – specialized tools designed to automate entire workflows – could disrupt
software in the same way software as service (SaaS) did over the past two
decades.
In 2025, we may see the first AI agents ‘join the workforce’ and materially change
the output of companies.
– SAM ALTMAN, CEO, OPENAI
As businesses ramp up AI spends and hunt for ROI, agentic AI is the new frontier that orchestrates a whole zoo of AI models of all sizes and modalities to automate processes and materialize productivity gains.
-HEAD OF AI EMEA FOR FINANCIAL SERVICES & TELECOM, US BIGTECH FIRM
Understanding Agentic AI
Agentic AI refers to artificial intelligence systems capable of making independent decisions based on contextual analysis, real-time data, and user behaviour. Unlike traditional AI models, which require human intervention for most tasks, agentic AI systems can self-improve, adapt to customer needs dynamically, and execute tasks without direct supervision.
These systems operate through a combination of machine learning, natural language processing (NLP), predictive analytics, and autonomous reasoning. By continuously learning and adapting, agentic AI enables businesses to create hyper-personalized customer experiences, automate complex processes, and proactively solve customer issues
Understanding The Three Waves Of AI
To appreciate where we're heading, it's essential to understand where we've been. "The first wave was really predictive AI," explains Silvio Savarese, Executive Vice President and Chief Scientist of Salesforce AI Research. This initial wave enabled businesses to forecast trends and make data-driven decisions.
The second wave brought us generative AI, which Savarese describes as the ability to "generate content and allow conversations with humans."
Now, we're entering the third wave - Agentic AI - where AI systems can autonomously execute tasks and interact with other AI agents.
Imitating Humans at the Workplace
AI software that can imitate human cognitive functions such as reasoning and learning could have an even bigger impact than the internet on society and the economy. Unlike traditional AI assistants, these new AI agents aren't just responding to prompts or generating content - they're taking action.
Agentic AI systems are capable of autonomous decision-making and actions. They can execute tasks without direct human intervention. Using real-time and historical data, including data it has generated itself, for context-aware decision-making. This redefines autonomy in industry – driving innovation & efficiency like never before.
It enables the move from the Information age (where AI/ LLMs revolutionized information, communication, and understanding), to now, the ACTION AGE – (where AI agents will aid in getting tasks executed across nearly all activity flows). Thus AI will move from the ‘Show It to Me Economy’- to the ‘Do It for Me Economy’
Agentic AI, will lower costs, raise productivity, and boost overall economic activity in businesses. Moreover, In our workspaces, the AI agents & software will become our colleagues, delivering part of the job autonomously.
Funding for AI agent models
Agentic AI is not just about talk; investors are also walking the talk. According to CB Insights In 2024, 37% of the VC funding and 17% of the deal activity was to AI startups – both all-time highs
Autonomous agents and digital co-workers had the biggest growth in VC deal activity in 2024, followed by Gen AI for customer support operations.
Agentic AI & CX
· Speaking from the perspective of enhanced customer Experience - AI agents can help improve & hasten CX as part of the customer journey and/ or part of support journeys that in turn help increase CX. Examples could be -
· Enhancing customer engagement
· Driving sales through AI-assisted personalization at scale
· Reducing operational costs and improving efficiency
· Improving Customer service quality through AI insights
· Sharply reducing turn-around time for resolutions through automation of tasks and communication
Summary
AI agents are a paradigm shift. From prediction to creation to ACTION. The potential for disruption of human life & the way we work, is immense. Not only will they offer efficiency but also adaptability ( to algorithms they are trained on), scalability to operate 24/7 multi-locational without any fatigue, consistency of actions and huge upside in productivity and speed of response
The IT department of every company is going to be the HR department of AI
agents in the future…Today they manage and maintain a bunch of software from
the IT industry; in the future they will maintain, nurture, onboard, and improve a
whole bunch of digital agents.
– JENSEN HUANG, FOUNDER & CEO, NVIDIA
The downsides, wrt ethical use of AI, safety questions when the system falters, accountability (who is responsible – the developer, user or system?) & security risk (vulnerability to cyber-attacks potentially leading to catastrophic outcomes) remain as unanswered questions.
The need for governance and operating standards is being voiced by Governments, trusts, AI developers and users alike, seeking frameworks and guardrails for safe use of AI. Having said that, the Agentic AI ship has sailed towards creating a new standard of life & work- its best to hop on it, then stay away from the destined future
Anjali Malhotra
Founder C-Xcel
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