Agentic AI Is Rewriting the Rules of Customer Experience

I recently had to register a complaint with my Internet Service Provider as my network was very slow. I was directed to their chatbot.

In the chatbot, it gave me a few options, and I chose the ‘Internet not working’ option. Then it said the usual stuff of restarting the router and the like.

I did not get an option to type my query directly in the chatbot. After going through the process, it asked if my issue was resolved. I clicked on ‘No.’

Now, it gave me the opportunity to type my issue.

I wrote that my Internet speed is fluctuating, and it needs to be fixed.

The chatbot responded: “I’m sorry, I didn’t get that. Try again?”

We have all had that moment with some vendor or the other.

We are living in 2025. Today, we don’t want to have conversations. Instead, we want results like faster resolutions, proactive help, and real action.

This is where Agentic AI will be very helpful.

Let us take a moment to define Agentic AI.

What Is Agentic AI?

Agentic AI refers to artificial intelligence systems that don’t just generate content or respond to prompts but actually take autonomous action based on context, goals, and available tools. They plan, decide, and execute tasks in pursuit of defined objectives through a loop of sensing, reasoning, and acting.

In customer experience (CX), this means you’re not just deploying bots to answer queries. You’re deploying intelligent agents that can diagnose a customer’s issue, decide the best course of action, collaborate with systems and humans, and address the issue. 

To better understand Agentic AI, look at this example:

• A Generative AI might write you a refund message.
• An Agentic AI identifies that a refund is required, initiates it in your system, updates the CRM, informs the customer, and tracks the refund completion. All of this is done autonomously.

Most of us would be aware of Generative AI but not Agentic AI. Let us spend a few moments to understand the difference between these two.

Agentic AI Vs. Generative AI

Generative AI creates content like text, images, and code based on patterns it has learned. It is great for responding to queries, drafting emails, and summarizing documents.

Agentic AI helps in planning, orchestrating, and taking multi-step actions. It manages workflows, invokes APIs, and completes goals without constant human direction.

For us to better understand the differences, I have tabulated them below:

How Does Agentic AI Work?

It operates on a feedback loop.

Agentic AI repeats this loop autonomously until a defined outcome is achieved.

How Agentic AI Elevates Conversational AI?

Traditional conversational AI could hold a conversation. Generative AI made it sound more human. But Agentic AI makes that conversation productive.

How does Agentic AI make it productive?

• Knows the context (past chats, customer value, purchase history)
• Takes initiative (offers help before being asked)
• Executes tasks (issues refunds, books appointments, changes plans)
• Improves over time (learns from feedback)

Let me go back to that example of my Internet Service Provider.

I sent a text to the chatbot stating that my Internet speed fluctuates.

Traditional AI Assistant: Have you tried restarting your router?

Agentic AI: I’ve run a remote diagnostic. There’s a known issue with the receiver in your area. It is expected to be resolved in the next 90 minutes. I’ve logged a service ticket (ticket number) and will alert you when it is resolved.

That’s the future, and it’s already here.

How Agentic AI Enhances CX

Proactive Problem-Solving

Agentic AI doesn’t wait for problems to escalate. It monitors patterns and proactively engages customers before they even raise an issue.

Here is an example.

Imagine you regularly receive failed OTP messages. You will be frustrated with the experience, and you will have to complain to get this resolved.

With Agentic AI, it detects friction, reaches out, and offers to switch to an alternate authentication method before the customer complains.

Autonomous Issue Resolution

Instead of escalating to a human, agentic AI can resolve Tier 1 and even Tier 2 issues on its own.

How often have you received a damaged product from e-commerce providers?

You would want to return it, and the return has to be accepted before a replacement or a refund is provided.

With Agentic AI, a customer reporting a damaged product is automatically refunded or re-shipped by the agentic system after analyzing the image and order data.

End-to-End Customer Journeys

Agentic AI can guide a customer through the entire journey from interest to onboarding, troubleshoot setup issues, and upsell recommendations without siloed hand-offs.

Let me give you an example.

Let us assume you subscribe to tax planning software. Now, you are not sure how the whole thing works. You will have to read the manual and how-to articles and possibly join a couple of communities to understand it better or keep calling customer service and support.

Whereas Agentic AI will help configure your account, offer training videos based on your behavior, book a check-in with success teams, and track satisfaction.

Hyper-Personalization at Scale

Agentic AI doesn’t just remember your name. It understands your behavior, predicts your needs, and tailors every interaction.

According to McKinsey, personalization can lift customer engagement by 20% and reduce churn by up to 15%.

24×7 Consistency and Speed

Agentic AI offers a reliable experience at all times, unlike human agents, which may vary in performance or availability.

Let me give you an example.

Let us assume you have booked a ticket to travel to Dubai tomorrow. However, late at night, you realize that you have some urgent stuff to handle here, and you want to postpone the trip. You have the option of going to the booking app to reschedule your flight. However, you would like to know all the options and the pricing before you reschedule.

You call customer service and receive an automated message that states that the working hours are between 9 am and 5 pm.

How frustrating would this be?

You don’t have to go through this with Agentic AI. It can help you reschedule flights, offer compensation, and inform customers in real time at any time of the day (or night).

10 Good Practices of Using Agentic AI in Enhancing CX

1. Define clear objectives: Don’t just deploy Agentic AI to chat. Please give it a clear purpose or goal, like onboarding a customer, resolving billing disputes, upselling an existing plan, or reducing card abandonment.
2. Start small and scale smart: Pilot Agentic AI in a single workflow. Monitor success, gather feedback, and refine before rolling out at scale.
3. Integrations: Agentic AI performs well when it can access CRM, ERP, and other backend systems to pull data and act.
4. Train for adaptability: Design agents that learn continuously from customer inputs, resolutions, and agent interventions.
5. Balance autonomy with oversight: While Agentic AI can handle most things, do keep humans in the loop for exceptions, supervision, and ethical checks.
6. Prioritize privacy and compliance: Ensure your Agentic AI is aligned with GDPR, CCPA, TCPA, and industry-specific regulations.
7. Design for escalation: Always allow seamless transitions to human agents with full context handover
8. Use feedback loops: Collect ratings, analyze sentiment, and use real-time feedback to refine agents continuously.
9. Measure what matters: Track customer effort scores, NPS, time-to-resolution, and upsell conversion.
10. Tell the truth: Tell your customers they are talking to AI. Most customers are fine when they know what it is and it works well.

Use Cases of Agentic AI

Banking and Fintech

• Autonomous loan eligibility checks
• Dispute resolution and chargeback initiation
• Dynamic credit limit upgrades based on usage
• Automating KYC verification
• Card reissuance

E-Commerce

• AI-powered returns and exchanges
• Instant replacements for defective products
• Reordering based on history + offers

Healthcare

• AI appointment scheduling + reminders
• Triaging symptoms
• Insurance pre-authorization handling
• Post-discharge follow-ups

Travel & Hospitality

• Rebooking missed flights automatically
• Hotel check-in via AI agents
• Real-time itinerary changes and refunds
• Loyalty management

Telecom

• Outage management and proactive alerts
• Plan upgrades based on usage
• Bill dispute handling
• Remote troubleshooting

If your current chatbot just gives answers but doesn’t solve anything, maybe it’s time to ask:

Is your AI truly working for the customer or just talking to them?

Stop measuring success by how many calls your contact center handles, and it’s time to shift. Instead, ask yourself this question: How many problems did we solve before the customer even asked?

This is what Agentic AI makes possible, and that’s what exceptional customer service looks like today.