Executive Summary
Agentic AI is quickly becoming a key strategy for IT leaders who want to improve customer service, reduce operational strain, and handle rising call volumes without adding more staff. During our recent Tech Talk with a leading AI platform provider, our team explored how agentic AI works, how it differs from basic automation, and what it means for the future of CX and contact centers. This recap breaks down the most important insights for technology leaders evaluating next-generation automation.
Key Takeaways
- Agentic AI goes beyond scripted chatbots by taking real action on behalf of the customer.
- Unified AI stacks — including ASR, NLU, biometrics, and automation — reduce latency and improve accuracy.
- Higher call containment lowers costs and helps teams handle load without new hires.
- Voice biometrics and fraud controls improve security without slowing down customers.
- IT leaders can use agentic AI to modernize CX strategies, even while legacy systems remain in place.
Why Agentic AI Matters Now
IT teams are facing growing pressure in CX and contact centers. Rising call volumes, talent shortages, and customer expectations create a constant uphill climb. Many organizations have already deployed chatbots or basic automation, but those tools still depend heavily on humans to complete tasks.
Agentic AI changes that model. Instead of only giving answers, it can carry out customer requests — such as transferring funds, placing an order, escalating an issue, or pulling account data — all without routing to an agent. This shift helps businesses:
- Reduce queue times
- Improve first-contact resolution
- Lighten the load on support teams
- Strengthen customer satisfaction
During the Tech Talk, the AI provider emphasized that agentic AI isn’t about replacing agents. It’s about giving them a more manageable workload while improving the customer journey.
Insights From the Tech Talk Conversation
Noise in the Market Makes Evaluation Harder
The AI provider addressed one of the biggest challenges IT leaders face today: cutting through hype. New vendors appear constantly, many offering narrow tools or bolt-on components that don’t work well at scale. Buyers often struggle to compare products or understand what differentiates one platform from another.
Because of this, IT leaders need clarity on:
- True capabilities vs. marketing claims
- How much of the stack is owned vs. outsourced
- How latency, accuracy, and cost change when multiple vendors are involved
- Whether the system can support real agentic behavior, not just scripted flows
This need for clarity came up repeatedly in the conversation.
What Makes Agentic AI Different?
It Performs Real Customer Actions
Agentic AI doesn’t just answer questions — it completes tasks. As one example from the Tech Talk, the team demonstrated how an AI agent could:
- Verify a caller using voice biometrics
- Check balances
- Transfer funds
- Update travel plans
- Confirm contact details
- Provide account information
All within a single automated session.
This level of automation frees human agents to focus on complex issues instead of repetitive tasks.
Unified Technology Improves Accuracy and Speed
A major insight from the session was that the AI provider owns its full stack: ASR, NLU, voice biometrics, and orchestration. That means:
- Lower latency
- Faster, more natural interactions
- Better handling of accents, dialects, and speech variations
- No dependency on third-party licensing
- Lower operational costs
For IT leaders, this unified approach reduces integration risk and improves performance consistency.
Voice Biometrics Strengthens Security Without Friction
Fraud prevention is top-of-mind for many contact centers. During the demo, the AI verified a caller’s identity with only a brief voice sample. The system can also detect anomalies such as:
- Playback attacks
- Synthetic or AI-generated voices
- Suspicious behavioral patterns
Instead of long authentication steps, customers simply speak, and the system handles the verification. This aligns with modern CX goals: stronger security with less friction.
Call Containment: The Most Immediate ROI
One of the most practical insights from the Tech Talk focused on containment. When an AI agent can fully resolve a call without routing to a human, support teams feel relief immediately.
During the discussion, the provider noted that their technology helped enterprise clients significantly improve containment over existing solutions. Higher containment equals:
- Fewer calls reaching agents
- Lower average handle time
- Reduced burnout
- Better cost management
- More consistent customer experiences
For IT leaders under pressure to justify CX investments, containment remains one of the clearest ROI drivers.
How Agentic AI Fits Into the Modern CX Strategy
Works With Existing CCaaS and On-Prem Systems
A standout point in the Tech Talk was that many organizations aren’t ready to fully replace their contact center platforms. Budget constraints, integrations, and compliance requirements often slow modernization.
Agentic AI helps bridge that gap by working alongside:
- Legacy on-prem telephony
- CCaaS platforms
- CRM systems
- IVR environments
This allows IT teams to deliver meaningful CX improvements without undertaking a risky full-stack replacement.
Supports Both Agents and Customers
Agentic AI isn’t limited to self-service. During the session, the team also showed how the technology supports agents with:
- Real-time guidance
- Suggested responses
- Automated knowledge retrieval
- Context-aware alerts
This reduces training time and supports consistency across the contact center.
Implementation Considerations for IT Leaders
- Start With High-Volume, High-Impact Use Cases
Common starting points include order handling, account lookup, payment updates, travel notifications, and appointment scheduling.
- Review Data Structure and Integrations
The quality of your data influences the quality of your automation. A clear picture of backend systems is essential.
- Prioritize Security and Fraud Prevention
Voice biometrics and anomaly detection should be part of the roadmap.
- Evaluate Vendor Stack Ownership
Owning the stack simplifies governance, improves performance, and lowers long-term costs.
- Plan for Change Management
Agentic AI changes workflows. Clear communication and training ensure teams adopt it successfully.
Next Steps for IT Leaders
Agentic AI is no longer experimental — it’s ready for practical deployment. If your contact center is struggling with call volume, staffing, or inconsistent CX, now is the right time to evaluate how agentic tools can support your strategy.
Our team can help you assess readiness, compare vendors, and explore the right AI approach for your environment.
Schedule a meeting to get started.
