The Reality of Agentic AI in Customer Service
Newer doesn’t always mean better. This age-old adage holds true even in the realm of customer service technology, especially when it comes to agentic AI. While it's making waves across the industry, it's crucial to understand that it might not be the perfect fit for every organization.
Understanding Agentic AI
At its core, agentic AI combines a conversational interface, reasoning capability, and the autonomy to act on a customer’s behalf. However, as Stuart Dorman, Sabio’s Chief Innovation Officer, points out, many businesses aren't ready for this full stack. That doesn't mean they can't start somewhere.
The Foundations for AI Success
To fully leverage agentic AI, businesses need:
- Strong data infrastructure
- Accessible systems via APIs
- A joined-up view of the customer journey
Without these, the scope of AI's benefits may be limited. Data is the fuel for AI, and it's essential to ensure that internal data and knowledge are accurate and up-to-date to avoid misinformation.
The Challenges of Implementation
One of the major hurdles is trust. Agentic AI solutions require access to personal data, raising concerns about privacy and security. As Dorman notes, many are hesitant to grant such access to large tech companies, creating a significant barrier to adoption.
Measuring ROI
Organizations must have a clear roadmap for how AI will deliver return on investment (ROI). The pressure to prove value quickly is increasing, with expectations shifting from 12–18 months to just six. A clear strategy is essential to navigate these challenges.
How Sabio Can Assist
Sabio specializes in helping businesses determine the best AI tools for their needs, whether they're ready for agentic AI or need to start with simpler solutions. By leveraging conversational AI, companies can gather valuable insights and gradually build towards more advanced capabilities.
Key considerations include ensuring the knowledge base is accurate, data systems are reliable, and the user interface is well-designed to meet the needs of both new and seasoned agents.
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