What’s Agentic AI and How Is It Transforming Customer Service?

The future where AI systems and machines can work and act intelligently and independently draws near. Recent advancements in agentic AI give businesses a powerful integratable solution that can act autonomously to achieve goals or milestones. These systems require no human supervision. They answer questions, process returns, and solve technical and complex problems on their own through real-time learning across industries. 

Gartner anticipates 80 percent of all customer service queries to be handled autonomously by agentic AI by 2029, resulting in a 30 percent decrease in operational expenses. Major companies are already retraining their specialist agents for higher-value work instead of handling routine inquiries given that the agentic AI market is projected to hit $47 billion by 2030, according to another report.

But what makes agentic AI that special compared to traditional AI? And why are enterprises gunning to incorporate agentic AI solutions in the next few years? Let’s find out. 

What’s Agentic AI?

Agentic AI is an advanced form of artificial intelligence with a greater degree of autonomy than normal. These systems are designed to act on their own and take initiatives based on pre-set goals and real-time data.

This can include solving complex problems, breaking down large tasks into manageable steps, learning from past actions to adjust their approach in real-time, delivering hyper-personalized support, planning sequences of actions toward specific goals, and more. 

Consider an agentic AI deployed to monitor all customer interactions in real-time. If it determines that a customer is dissatisfied or becoming frustrated, the case will be automatically escalated to a specialist or supervisor. 

In summary, agentic AI systems can observe, analyze, decide, and execute independently as part of a highly advanced AI-driven automation loop. They act on behalf of businesses and users to make interactions more responsive. 

How Is It Different From Traditional AI?

An excellent way to differentiate agentic AI from traditional AI is that the former works as a proactive system rather than a passive tool. Where traditional AI systems execute well-defined tasks like answering questions from databases, sorting data, translating, or transcribing, agentic AI analyzes and learns from interactions to take steps toward completing complex tasks without any human input.

Benefits of Using Agentic AI in Customer Service

Regardless of the industry or business type, agentic AI in customer service is a powerful, next-generation solution. These systems work alongside human agents in call centers to improve customer interactions through automated but intelligent assistance. For enterprises, this means significantly expanding their existing automation capabilities to unlock a range of new benefits.

Autonomous Issue Resolution

Deploying agentic AI systems solves customer problems without human intervention. When a customer contacts support about a missing delivery, the AI checks order status, shipping data, and delivery records, then provides specific information or initiates replacement shipments independently. This cuts response times from hours to seconds and lets customers get help whenever needed.

Adaptive Decision-Making

Unlike traditional chatbots and their scripts, agentic AI can dynamically change its approach based on real-time events. If a customer asks about a billing issue, the AI will immediately bring up the customer's entire account history and recent interactions to identify the reason behind the inflated bill. In this example, it could be because the customer had recently upgraded their plan. The AI can then provide a tailored response such as explaining the billing change and suggesting personalized payment options, etc. 

Assistance in Proactive Customer Support

One of the biggest benefits of having agentic AI in customer service is being able to anticipate customer needs before they ask. This includes a rather complex cycle of processes such as analyzing browsing patterns, purchase histories, account activities, customer interactions and their likes and dislikes, etc. For example, the AI might alert customers about weather-related shipping delays and offer alternate delivery options before customers check the order status.

Learning and Improving Based on Past Interactions

Every customer conversation or interaction is another step in making agentic AI more intelligent and effective. The system keeps track of what interactions were successful and why, which ones failed, and for what reason, and then applies those insights to future cases. This is in a perpetual loop with the AI adjusting its strategies on the fly based on results. This continuous improvement means customer issues get resolved more accurately over time without manual updates to the system.

Ability to Handle Complex Tasks and Queries

Automating multi-step processes saves enterprises time and reduces errors. Consider a refund request as an example. The agentic AI in customer service manages the entire workflow by verifying return receipts, checking purchase dates and warranty status, assessing damage claims, confirming account details; and if everything seems fine, initiating payment transfers before updating inventory; all in one, real-time customer conversation.

Emotional Intelligence

The biggest challenge for customer service agents is angry or disgruntled customers. Agentic AI addresses that very challenge by automatically detecting emotional nuances during real-time interactions. The AI will immediately change its tone and responses if a customer is showing signs of frustration. It will then offer tailored solutions or escalate the customer to a specialized human agent. This emotional awareness helps diffuse tense situations and improves customer satisfaction by matching the right response to the customer's emotional state.

No Scalability Issues Like Human Resources

A 24/7 availability in customer service is a massive advantage. Agentic AI can consistently give the same high level of quality customer service during seasonal peaks or unexpected surges, day or night, holidays, or outside business hours in general. 

Additionally, agentic AI can handle large volumes of queries simultaneously without sacrificing quality, ensuring that your customers always receive help regardless of time zone or business hours without the need for hiring and training a large support team.

Agentic AI Use Cases in Different Industries

Here’s how various sectors are leveraging agentic AI to enhance efficiency, personalization, and customer satisfaction.

Finance

Agentic AI is empowering financial firms to assess and manage risks. Given its ability to analyze vast amounts of data, the AI can flag potential risks and vulnerabilities or highlight troubling patterns that may escalate down the road. Hence, helping the financial sector to be proactive in ensuring its compliance with regulatory bodies.

Retail Pharmacy

For retail pharmacies, delivering highly personalized customer experiences becomes easier with Agentic AI. By analyzing purchase histories, preferences, and other available data, health and otherwise, pharmacies can suggest the most relevant over-the-counter medications and supplements tailored to each customer's needs. 

Additionally, the AI can signal potential health risks, such as frequent purchases of pain relief products, and proactively recommend preventive measures or encourage a timely consultation with a healthcare professional.

Insurance Retail

Rummaging through piles of paperwork becomes history with agentic AI systems. Imagine an AI-driven insurance company that has automated its entire claims process. When a customer files a claim, the AI can automatically gather all the necessary information before initiating a payment transfer. This level of automation in insurance retail not only results in faster processing and reduced errors but also improves customer experience. 

Without the need to send someone diving into a mountain of files and folders, the administrative burden on employees gets reduced, allowing them to focus on more complex cases and provide personalized service. A process that might have taken days can now be done within a single interaction.

Telecommunications

Telecom companies are relying on agentic AI systems to continuously monitor their networks and infrastructures. Not only that, the AI can also detect potential bottlenecks, automatically reroute traffic to avoid disruption, suggest improvements, and schedule maintenance periods on its own. Simultaneously, the same agentic AI can be integrated with the telecom company's customer service platform. Hence, if users start reporting connectivity issues, the AI cross-references real-time network data and immediately identifies whether the problem is user-specific or network-wide. 

Travel

Travelers are using agentic AI assistance to dynamically manage their itineraries, such as in the case of a flight delay. Instead of manually coordinating with various service providers, the AI (and its proactive data-driven approach) immediately reschedule another flight, updates the hotel booking based on the new arrival time, arranges alternative transportation, and revises other tasks if necessary. This means reduced stress for the traveler and a highly satisfying travel experience. 

Capabilities of Mosaicx’s IVAs (Intelligent Virtual Agents)

Mosaicx combines AI and human expertise to create natural conversational experiences powered by agentic AI. Our Intelligent Virtual Agents (IVAs) handle customer interactions with precision and effectiveness. They understand context, execute complex tasks, and make appropriate decisions without escalation. This is made possible through our Mosaicx Engage platform, which seamlessly manages full customer interactions across channels, reducing call volumes and cutting resolution times.

Your customers interact with our IVAs as easily as they would with a human agent, resolving complex requests efficiently. The result? Lower operational costs and higher customer retention through exceptional experiences.

Mosaicx integrates effortlessly with your existing tools to handle essential tasks: answering questions, managing accounts, processing payments, checking statuses, identifying callers, and resolving common requests.

We provide complete solutions featuring voice and text compatibility, advanced analytics, regular updates, transparent pricing, implementation support, and Google NLU integration—all working together to enhance staff efficiency and customer satisfaction. Companies using Mosaicx report measurable improvements: shorter wait times, higher completion rates, and superior satisfaction scores.

Ready to let our conversational AI do the heavy lifting? Schedule a demo today and see how your business gains near sentience through agentic AI tech.