Agentic AI for Contact Centers: From Guidance to Goal-Driven Action

Traditional agent assist solutions have helped contact centers improve speed and consistency by surfacing information, prompts, and workflows. But even advanced tools often rely on predefined rules or narrow automation paths that limit adaptability in complex or ambiguous scenarios.

Agentic AI represents a new era in service intelligence—one where AI doesn’t just assist agents, but collaborates with them. It understands context, reasons across signals, and proactively guides agents to better outcomes for both customers and the business.

In this session, you’ll discover how agentic AI:

What you’ll learn:

• Reasons across inputs like customer history, sentiment, behavior, and intent to provide dynamic recommendations
• Proactively recommends answers to reduce effort and optimize outcomes
• Turns every interaction into a source of continuous learning and improvement