{"id":1628,"date":"2024-01-03T00:00:48","date_gmt":"2024-01-03T00:00:48","guid":{"rendered":"https:\/\/contentguru.builtbytoast.uk\/?post_type=resource&#038;p=1628"},"modified":"2026-02-19T15:05:33","modified_gmt":"2026-02-19T15:05:33","slug":"agentic-ai","status":"publish","type":"resource","link":"https:\/\/www.contentguru.com\/en-us\/resources\/blogs\/agentic-ai\/","title":{"rendered":"Agentic AI is All the Rage: Does it Live Up to the Hype?"},"content":{"rendered":"\n\n    <section class=\"block-resource-hero toast-block no-margin no-padding\"> \n\n        \n\n\n    <div class=\"resource-hero\">\n        <div class=\"container\">\n                                                <div class=\"resource-type\">Blogs<\/div>\n                                <h1>Agentic AI is All the Rage: Does it Live Up to the Hype?<\/h1>\n                <div class=\"publish-date\">Published: January 3rd 2024<\/div>\n                    <\/div>\n    <\/div>\n\n    \n    <\/section>\n\n\n\n\n\n    <section class=\"block-columns toast-block no-margin padding-both has-bg\" style=\"background-color:#004d95;color:#f8f9eb;\"> \n\n        \n\n\n<div class=\"columns-area\">\n    <div class=\"container\">\n                                <div class=\"main-column-grid grid\" style=\"grid-template-columns:repeat(1, 1fr)\">\n                                    <div class=\"col \">\n                        <p>If you\u2019re tuned in to discussions around Customer Experience (CX) and AI, you\u2019ve probably been hearing the term \u2018Agentic AI\u2019 thrown around. We all know AI; it\u2019s the adjective \u2018Agentic\u2019 that interests us. What does \u2018Agentic\u2019 mean? How does it differ from the AI systems already being implemented by organizations? Has the future arrived and taken all of us by surprise?<\/p>\n<p>To stay on top of the latest CX AI developments, you need an understanding of what \u2018Agentic AI\u2019 is, and how it proposes to transform contact center operations. And spoiler alert: It proposes a great deal. Whether or not it can deliver is a different question.<\/p>\n<p>In this blog, we discuss:<\/p>\n<ul>\n<li>What \u2018Agentic AI\u2019 is,<\/li>\n<li>What major industry analysts say about Agentic AI,<\/li>\n<li>How you can work to implement Agentic AI insights to improve your contact center straight away.<\/li>\n<\/ul>\n<p>Want to learn more about strategies for AI implementation that deliver real value? Download our new whitepaper:\u00a0<a href=\"https:\/\/www.contentguru.com\/en-gb\/resources\/whitepapers\/ai-customer-journeys\" target=\"_self\"><b>Intelligent Journeys: The AI Driving Next-Generation Customer Journeys.<\/b><\/a><\/p>\n                    <\/div>\n                            <\/div>\n            <\/div>\n<\/div>\n\n    \n    <\/section>\n\n\n\n\n\n    <section class=\"block-columns toast-block no-margin padding-both\"> \n\n        \n\n\n<div class=\"columns-area\">\n    <div class=\"container\">\n                                <div class=\"main-column-grid grid\" style=\"grid-template-columns:repeat(1, 1fr)\">\n                                    <div class=\"col \">\n                        <h2><strong>What is Agentic AI?<\/strong><\/h2>\n<p>According to Forbes, \u201c<a href=\"https:\/\/www.forbes.com\/sites\/bernardmarr\/2024\/09\/06\/agentic-ai-the-next-big-breakthrough-thats-transforming-business-and-technology\/\">\u2018Agentic AI\u2019 refers to AI systems that can operate and evolve autonomously to solve complex challenges, adapting to unique circumstances without the need for human intervention.<\/a>\u201d\u00a0Essentially, Agentic AI systems are aiming for full automation. All the human needs to do is hit start and receive an output.<\/p>\n<p>Rather than \u2018human-in-the-loop\u2019 systems, where the human operator functions as the central node in an ecosystem of AI tools, Agentic AI promises \u2018human-in-the-lead\u2019 solutions. The AI takes over the work of coordination, planning, and execution.<\/p>\n<p>Your first question might be; is this not what AI systems already propose to do? Do the same challenges that prevent full AI automation now not also apply to Agentic AI? And you\u2019d be right to ask.<\/p>\n<p>Agentic AI differs from these in the scale of its implementation. Agentic AI systems automate business processes, one workflow at a time. It brings together a range of different AI systems to deliver complete automation. There\u2019s no single technological breakthrough that makes Agentic AI possible; it\u2019s more like a philosophy of\u00a0<i>Intelligent Automation<\/i>.<\/p>\n<p>But Agentic AI also operates on the customer side. Mass market AI assistants, such as Apple Intelligence, aim to operate as digital agents on behalf of customers; able to complete online tasks, such as interacting with digital shopfronts, booking appointments, and liaising with organizations. Even if you\u2019re not implementing Agentic AI systems, you may still need to interact with them as customers.<\/p>\n<p>&nbsp;<\/p>\n<h2><strong>What Analysts Say About Agentic AI<\/strong><\/h2>\n<p>The idea of Agentic AI is radically new. It took everyone by surprise, including leading industry analysts, most of whom hadn\u2019t heard the term until it began popping up in their LinkedIn comments.<\/p>\n<p>But analysts were quick to look into the issue. Leaders like Gartner and Forrester included Agentic AI in their predictions for 2025, and offered some key insights into the potential of the technology:<\/p>\n<ul>\n<li><a href=\"https:\/\/thejournal.com\/Articles\/2024\/10\/23\/Gartner-Names-Agentic-AI-Top-Tech-Trend-for-2025.aspx\">Gartner pointed out that at present, less than 1% of software has some form of Agentic AI integrated into it<\/a>. By 2028, however, they expect this number to rise to 33%. Within enterprise software, Agentic AI is likely to become commonplace.<\/li>\n<\/ul>\n<ul>\n<li>Forrester is in agreement. Right now, no day-to-day work decisions are made autonomously through Agentic AI.\u00a0<a href=\"https:\/\/www.forrester.com\/blogs\/predictions-2025-artificial-intelligence\/\">By 2028, that number will be closer to 15%<\/a>.<\/li>\n<\/ul>\n<ul>\n<li>On the customer side, customers are likely to adopt Agentic AI as a new channel of communication with businesses. Online shopping, for instance, will be transformed.\u00a0<a href=\"https:\/\/thejournal.com\/Articles\/2024\/10\/23\/Gartner-Names-Agentic-AI-Top-Tech-Trend-for-2025.aspx\">By 2028, AI \u2018Machine Customers\u2019 will account for 20% of interactions on digital storefronts.<\/a><\/li>\n<\/ul>\n<p>These predictions prove that Agentic AI has legs. But that doesn\u2019t mean it won\u2019t have to jump some hurdles. Full automation is the Holy Grail for businesses looking to improve efficiency, but regulation, cost, and the limits of technology consistently stand in the way. Agentic AI doesn\u2019t seem to offer any insight as to how these challenges will be overcome. That responsibility falls to businesses themselves, and their AI partners.<\/p>\n<p>&nbsp;<\/p>\n<h2><strong>Implementing Agentic AI Right Now<\/strong><\/h2>\n<p>Our wildest Agentic AI fantasies are still many years away. Full automation is an exciting but far-off goal. That doesn\u2019t mean we can\u2019t take steps to kick-start AI transformation, though.<\/p>\n<p>More than any one specific technology, Agentic AI represents a revolution of process. It all comes down to the philosophy of\u00a0<i>Intelligent Automation<\/i>\u00a0\u2013 that is, applying the right mix of AI technologies to the right workflows, to deliver powerful automation within the limits of the possible.<\/p>\n<p>And we don\u2019t even have to wait until 2028. There are examples of Agentic AI at work right now:<\/p>\n<ul>\n<li>AI can take work off the plates of supervisors,\u00a0predicting contact center demand, factoring in agent preferences, and generating automatic contact center schedules at the click of a button.\u00a0A flexible interface means that, where necessary, the supervisor can take manual control of scheduling processes.<\/li>\n<\/ul>\n<ul>\n<li>Agentic AI can automate post-call tasks;\u00a0leveraging LLMs to generate interaction summaries, pre-fill post-call forms, and cut nearly 30% off total Average Handling Time.\u00a0All the agent has to do is review this data before approving it.<\/li>\n<\/ul>\n<ul>\n<li>AI can drive comprehensive reporting and feedback. It can collate relevant metrics from across the contact center, converting those into accessible summaries based on real-time sentiment analysis. Performance summaries can also be generated at the individual level for agents;\u00a0giving each agent the equivalent of a personal performance coach.<\/li>\n<\/ul>\n<p>Agentic AI is all about automating the contact center, one workflow at a time. There\u2019s no magic bullet for AI adoption, though. Each of these workflows requires a delicate mix of AI technologies. Building and maintaining a solution like this requires deep technical expertise. The best way to tackle this is to bring an AI partner on board.<\/p>\n<\/div>\n                    <\/div>\n                            <\/div>\n            <\/div>\n<\/div>\n\n    \n    <\/section>\n\n\n\n\n\n    <section class=\"block-columns toast-block no-margin padding-both has-bg\" style=\"background-color:#ddf3fc;\"> \n\n        \n\n\n<div class=\"columns-area\">\n    <div class=\"container\">\n                                <div class=\"main-column-grid grid\" style=\"grid-template-columns:repeat(1, 1fr)\">\n                                    <div class=\"col \">\n                        <h2><strong>Agentic AI with brain<span class=\"superscript\"><sub>\u00ae<\/sub><\/span><\/strong><\/h2>\n<p>Content Guru\u2019s AI approach is strategic and value-first. We believe that AI should make life easier and cut costs for your business. Where other CX providers tie their customers to just one AI vendor, we offer total flexibility through an \u2018AI-orchestrator\u2019 approach. As with Agentic AI, we begin with a philosophy of\u00a0<i>Intelligent Automation<\/i>\u00a0\u2013 automating what we can, when we can, one workflow at a time.<\/p>\n<p>Our value-first AI approach doesn\u2019t try to replace human agents but\u00a0<i>enhances<\/i>\u00a0them. Our AI Customer Experience solutions transform contact center operations for both agents and customers, driving empathetic, informed interactions.<\/p>\n<p>The\u00a0<b>brain<\/b><sub>\u00ae<\/sub>\u00a0AI orchestration layer brings together the best technology from across the space, to power AI copilots that transform the agent experience.<\/p>\n<p>Ready to go into more detail on AI-powered customer journeys?\u00a0Download our new whitepaper: <a href=\"https:\/\/www.contentguru.com\/en-gb\/resources\/whitepapers\/ai-customer-journeys\" target=\"_self\">Intelligent Journeys: The AI Driving Next-Generation Customer Journeys.<\/a><\/p>\n                    <\/div>\n                            <\/div>\n            <\/div>\n<\/div>\n\n    \n    <\/section>\n\n","protected":false},"excerpt":{"rendered":"<p>We all know AI; it\u2019s the adjective \u2018Agentic\u2019 that interests us. What does \u2018Agentic\u2019 mean? Has the future arrived and taken all of us by surprise?<\/p>\n","protected":false},"featured_media":5206,"template":"","meta":{"_acf_changed":true,"inline_featured_image":false},"resource_industry":[],"resource_topic":[],"resource_type":[5],"resource_folder":[72],"class_list":["post-1628","resource","type-resource","status-publish","has-post-thumbnail","hentry","resource_type-blogs"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.6 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Agentic AI is All the Rage: Does it Live Up to the Hype? - English - USA<\/title>\n<meta name=\"description\" content=\"We all know AI; it\u2019s the adjective \u2018Agentic\u2019 that interests us. What does \u2018Agentic\u2019 mean? 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