The tech world is constantly evolving, and when we’ve just gotten the hang of generative AI (genAI), another innovative technology has emerged as a paradigm shift.
Yes, we’re talking about Agentic AI, an advanced AI technology known for decision-making capabilities, enhanced autonomy, and adaptability.
But how does it differ from GenAI, and how can it revolutionize the support industry?
This blog will explain Agentic AI, why it’s not just another industry buzzword, its use cases, and GenAI vs. Agentic AI.
So, let’s read ahead.
- What is Agentic AI?
- Agentic AI: Key Characteristics
- Agentic AI vs. Generative AI: Core Differences
- Agentic AI Use Cases in Customer Support
What is Agentic AI?
Agentic AI is an artificial intelligence system that leverages advanced technologies like reinforcement learning, NLP, and knowledge representation to possess a high degree of autonomy and can act independently to achieve specific goals.
It goes beyond traditional AI models that only follow prompts and perform pre-defined tasks. Agentic AI acts as autonomous agents, which analyze data, set goals, create plans, perform tasks, make decisions, and learn from their experience to improve decision-making over time.
Moreover, where traditional AI grapples with complex tasks or requires multiple instructions, Agentic AI’s chaining capability breaks intricate tasks into smaller, more manageable steps and takes actions to accomplish those tasks.
Having Agentic AI is like hiring a highly skilled digital agents who works relentlessly, follows your instructions, anticipates your requirements, and comes up with creative solutions.
Quick Read: Why Agentic AI on Every Tech Leader’s Radar
Unleashing the Power of Agentic AI: Key Characteristics
Decision-making capabilities
Agentic AI systems act independently in non-rule-based decisions and processes. It automates tasks and empowers systems to solve problems, take actions, make decisions, and that’s with minimal human intervention.
This makes these models ideal for tasks requiring real-time oversight and quick decision-making.
Learning and adaptation
These systems leverage machine learning techniques such as reinforcement learning, enabling them to analyze data, identify patterns, and learn from their experience to improve their actions over time.
Therefore, Agentic AI can work effectively in dynamic situations and fine-tune its approaches based on new information or circumstances.
Goal-oriented behavior
Agentic AI focuses on achieving specific goals autonomously. By combining its goal-oriented behavior with machine learning capabilities, Agentic AI efficiently solves complex problems.
Scalability
Various industries, such as customer support, healthcare, finance, etc., can leverage Agentic AI because it has the potential to unlock a plethora of opportunities for every sector.
Personalization
With the capability to learn from user interactions, Agentic AI can deliver highly personalized experiences and solutions, paving the way for meeting individual demands.
Agentic AI vs. Generative AI: Core Differences
Agentic AI Use Cases in Customer Support
Automated Response Generation
Agentic AI can be a game-changer for businesses that receive high-volume tickets. It can independently handle customer queries by providing automatic responses. An auto-generation agent analyzes case fields, information sources, customer data, and historical case resolutions and generates an automated response to the query.
This not only quickens the response time but also improves the customer experience.
Proactive Support with Predictive Insights
The data insight agent helps businesses stay ahead of the curve by predicting customer needs.
It maps users’ journeys, analyzes historical data on customer behavior, identifies content gaps, and provides comprehensive reports on searches with no results, searches with no clicks, and sessions with unsuccessful searches, helping to create solutions for hidden support issues and efficiently meet customer needs.
This way, it empowers your business to offer your customers proactive support and personalized search experiences.
Intelligent Case Swarming
Customers expect a quick response. And the intelligent swarming fastens the resolution process. It assigns the case to a support representative based on intelligent matching. Additionally, it populates similar solved cases from the past and suggests top subject matter experts (SMEs) on complex issues if agents ever find themselves stuck.
This enables them to handle incoming cases seamlessly and shorten average handling time (AHT).
Contextual Assistance for Agents
Agentic AI enhances the productivity of support agents by providing real-time, contextual information during interactions. Instead of having agents search through databases or ask for customer details, AI can automatically pull up relevant data (e.g., past interactions, product issues, customer preferences).
This reduces the cognitive load on agents, enabling them to pay attention to delivering personalized and efficient service.
Self-Service optimization
By understanding user intent, query context, and semantic meaning, Agentic AI-powered search goes beyond traditional search. This cognitive approach delivers highly personalized results that align with the user’s specific needs, taking the self-service experience to an unprecedented level.
Generative Answers with Agentic AI
The time has gone when the customer has to go through multiple documents or, say, search results to find accurate answers.
Now, enterprise search has gone beyond simple document retrieval. It leverages agentic AI to autonomously generate contextually accurate fragment-based responses by searching all indexed data sources and ensuring answers are relevant, precise, and aligned with user expectations.
Ready for Smarter Support? See how SearchUnify is riding the waving with Agentic AI
As AI evolves, GenAI automates routine tasks, while Agentic AI autonomously adapts and makes decisions, making it ideal for personalized, proactive customer support.
Embracing agentic AI-powered solutions allows businesses to enhance customer experiences, foster stronger relationships, and set new standards in customer support. So, are you ready to revolutionize your support experience?
If yes, here’s introducing SearchUnify’s Agentic Platform (SEAP), an agentic AI-fueled platform featuring advanced cognitive capabilities and flexible architecture that supports various language models, seamless workflow integration, and excels in complex task management and autonomous goal-setting through a robust prompt engineering approach.
