Agents of change: integrating AI into customer experience operations

Agentic AI can revolutionize customer experience, going well beyond the capabilities of chatbots. Instead of simply equipping contact center staff with GenAI tools, agentic AI can triggered by a broader range of events including network issues, incoming email or even social media posts, moving beyond the limitations of a chat-based interface. This can set in motion a chain of events to autonomously fulfill customers’ requests, or intents, and resolve their problems – often before they even realize there is a one.

But full autonomy in customer experience operations is possible only if CSPs can securely integrate customer-facing AI agents with other agents and existing operations and business support systems (OSS/BSS), many of which are aging and siloed. In this webinar, we’ll discuss our new report Agents of change: Integrating AI into customer experience operations, which looks at how CSPs intend to leverage agentic AI to transform customer experience, focusing on the biggest integration challenges and how to solve them.