This article was written by Greg Kihlström for CustomerThink. Read the full article here.
Despite the hype, the statistics, and some high-profile case studies, many customers—and companies—have had mixed experiences with their AI implementation so far. While there can be many reasons for this, a common one is because of the often-transactional nature of the customer experience that things like simple chatbots, or automated responses have created. While customers are receiving some answers and interactions more quickly, they haven’t been receiving a better experience.
Enter agentic AI, a buzzword, yet also a powerful method of implementing artificial intelligence that can improve the customer experience beyond reactionary to intelligent, predictive, and seamless.
Recently, the Qualtrics X4 conference brought several announcements to the world of customer experience, and one of the most exciting ones was the introduction of experience agents, powered by agentic AI, which relies on other tools like predictive analytics, generative AI, and more to complete complex, multi-step tasks that go well beyond simple prompts and responses. These AI agents can create customer experiences that previously weren’t possible to deliver at scale, or as instantly and seamlessly as they are today.
Let’s explore three ways that generative AI and agentic AI can integrate with your people, processes, and platforms to ultimately create a better customer experience.
This article was written by Greg Kihlström for CustomerThink. Read the full article here.
