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CybersecurityAI-assisted

How agentic AI streamlines customer service and support

Agentic AI is increasingly being adopted by companies to enhance customer service operations. These AI agents can perform tasks autonomously, make decisions, and learn from past experiences. A significant area of adoption is in customer service, where AI…

JBy John MasonOct 17, 20251 min read

Agentic AI is increasingly being adopted by companies to enhance customer service operations. These AI agents can perform tasks autonomously, make decisions, and learn from past experiences. A significant area of adoption is in customer service, where AI agents serve as virtual representatives capable of handling a wide range of tasks.

Enhancements in Customer Service through AI Agents

AI agents, developed using large language models, excel at understanding and responding to customer queries. This capability improves customer satisfaction and reduces the workload on human agents. For instance, Eneco, a Belgian energy company, implemented an AI solution that understands customer inquiries and directs unresolved issues to human agents, resulting in a significant increase in automated customer interactions.

Resolving Customer Issues Across Multiple Channels

AI agents can interact with various systems to resolve customer issues that typically require human intervention. This not only enhances customer satisfaction but also reduces operational costs. Tidio, a US-based customer service platform provider, utilized AI agents to automate responses to frequent inquiries, significantly increasing the efficiency of their customer support.

AI agents can support human agents by routing issues, providing conversation summaries, and retrieving relevant information. Finnair, a Finnish airline, uses AI to resolve 80% of customer cases, while providing human agents with necessary information, reducing onboarding time by 25%.

Agentic AI is increasingly being adopted by companies to enhance customer service operations.
John Mason · Thehackingpost

Ensuring Successful Agentic AI Implementation

Seamless integration of AI agents with existing enterprise systems is crucial. Companies should prioritize AI platforms with robust integration capabilities to streamline this process.

Effectiveness of AI implementation depends on employee proficiency. Comprehensive training strategies are essential to ensure employees can utilize AI agents effectively.

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Security concerns are paramount in AI adoption. Companies need to select platforms with robust security features and ensure compliance with all relevant regulations, especially in regulated industries.

Based on reporting by TechBullion.

AI transparency. This article was produced with the assistance of artificial intelligence and published under human editorial oversight. AI systems can make mistakes. Read how we use AI (EU AI Act, Art. 50).
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