The Inner Circle Guide to Agentic AI

“The Inner Circle Guide to Agentic AI” provides crucial intelligence that every CX executive should understand, regardless of where you are in your AI journey.

Based on surveys with hundreds of contact centres, here’s what the data shows:

CX automation is at a crossroads. The rapid growth seen in web chat automation has stalled as basic rules-based bots reach the limit of their capability. Email automation is still negligible, despite almost one-fifth of interactions coming through that channel.

Customers are willing to self-serve, but often can’t. 20% of calls come from customers who have tried and failed to self-serve online. The main reason is that their issue is too complex: agentic AI can increase self-service sophistication to deliver positive outcomes.

The traditional contact centre landscape is fragmenting. With agents often using 5 or more applications per call and call abandonment rates hitting 8.4% (the highest in two decades), traditional approaches are reaching their limits. Agentic AI can only provides information to your agents, but also works side-by-side to carry out necessary tasks.

This comprehensive guide helps you to understand your options:

• What’s actually new about agentic AI?
• What is it best suited for?
• Key considerations for evaluating your organisation’s readiness
• How to implement agentic AI successfully and safely.

Why read this now? Whether you’re evaluating vendors, building internal capabilities or simply need to understand what your options are, this guide provides the strategic context you need.

Length – 30 pages | Time to read: 25-30 minutes.

UK & US editions.

Free to download.