Unpacking agentic AI: Rewriting the rules of CX with AI agents

We are now firmly planted in the age of AI. According to CCW Digital research, 99% of contact center leaders plan to maintain or increase their investment in AI this year. Although they may have prioritized AI in the past, they are now making intentional moves, shifting beyond the hype and expecting real results.
 
CCW Digital research confirms that Contact Center Leaders expect results from AI in 4 key ways:

• An increase in self-service and reduction in live agent volume
• Enhanced quality/impact on proactive customer engagement
• Time for agents to spend on high-value/complex work
• Favorable performance against efficiency metrics
 
As we look ahead, brands see AI as a mechanism for empowering customers to self-serve more effectively and support a more agent experience. Agentic AI, then, is an essential tool for organizations looking to iterate and improve.
 
In fact, 67% of leaders stated that AI agents are resonating with customers far more than traditional chatbots.
 
With agentic AI, the technology can reason and act autonomously, giving customers the opportunity to self-serve intuitively. CCW Digital is thrilled to partner with Talkdesk to highlight the impact of agentic and generative AI on the future of customer support.
 
When judging their current self-service experience, 57% of leaders say that it does not predict and proactively address customer needs. With agentic AI, organizations will be in the position to act.
 
In this report, Talkdesk unpacks agentic AI and shares key benefits for the CX function. With every new technology, it is critical to understand how the tool will add value and enhance the end-to-end customer experience. With this insight, leaders can begin their AI journey with confidence and leverage agentic AI with intention.