6 insights service leaders need to know about agentic AI

The article discusses the growing influence of agentic AI, a type of artificial intelligence, on customer service. It highlights six key insights service leaders should be aware of: 1. Agentic AI is rapidly being adopted in customer service, with many companies implementing chatbots and virtual assistants to handle routine inquiries. 2. Agentic AI can enhance the customer experience by providing faster, more consistent, and personalized responses, while also reducing the workload for human agents. 3. However, there are challenges in fully automating complex customer interactions, and a balanced approach of human and AI-powered support is often required. 4. Agentic AI can help service teams identify patterns and trends in customer behavior, enabling them to improve their operations and strategies. 5. Ethical considerations around the use of agentic AI, such as transparency and accountability, need to be addressed to build trust with customers. 6. Effective implementation of agentic AI requires careful planning, integration with existing systems, and ongoing monitoring and optimization to ensure optimal performance.