Genesys has unveiled powerful new agentic AI capabilities within its Genesys Cloud platform. The new release includes Genesys CloudTM AI Studio and Genesys CloudTM AI Guides - a suite of tools that empowers CX teams to build, test and manage AI-driven interactions, including the creation of sophisticated virtual agents.
Following our earlier blog exploring the fundamentals of agentic AI and its transformative potential in the contact centre, it’s an opportune moment to delve deeper into how businesses can strategically implement agentic AI across their CX operations.
When a customer reaches out to a contact centre, they often need more than just answers and information – they need problems resolved through action. As revealed in our earlier blog, traditional AI models were limited in how they could help. By acting autonomously, agentic AI can do much more, such as interfacing with backend systems to access customer data and handling other requests such as returns, or even booking a travel itinerary. Whereas traditional bots operate through predefined flows, agentic bots are goal-oriented.
For operational purposes, for instance, this could mean using agentic AI to identify the causes of incidents and downtime and taking actions to prevent them in future. But, in terms of customer service, the real power of agentic AI lies in its ‘cascading’ of the customer experience. As internal processes become more efficient, responsive and intelligent, customers benefit from improved service reliability, faster resolution times and more seamlessly consistent support.
Empowered by agentic AI, virtual agents can operate across the customer journey, using LLM (large language models) to understand context, make decisions and take action autonomously – all while improving future decision-making based on learnings from interactions.
Every business is different and how you implement agentic AI will depend on operational challenges and organisational objectives.
Start slow - To implement agentic AI successfully, use a measured, phased approach, starting with well-defined processes. Managers should begin with high volume tasks that can be easily measured, such as order issue resolution or appointment scheduling. A successful pilot will provide invaluable learnings for a broader rollout.
Keep the human touch - The goal should not be to replace humans. With autonomy comes risk, use human oversight at every touchpoint and empower human agents to manage complex empathetic interactions. A Human-in-the-Loop (HITL) governance model can automatically pause AI and request human approval in high-risk scenarios.
Manage change - As with the implementation of any new system, a robust change management strategy will be essential to address the human element of the transformation. Leadership must champion the initiative, clearly communicating that human roles will evolve to focus on more complex, strategic and nuanced work. Ensure that upskilling and training is in place to foster engagement and buy-in.
Governance and compliance – Before deployment, create a cross-functional AI governance committed with representatives from legal, IT and business units to define ethical boundaries, use cases and accountability. Ensure compliance with regulations such as GDPR and the EU AI Act. AI law is still evolving so this is something organisations must continually review with regular audits.
To truly unlock the transformative potential of agentic AI, organisations must first lay a solid foundation. That means clearly defining your CX goals and investing in the right infrastructure -high-quality data, robust systems, and skilled agents. These elements are essential to ensure your contact centre is equipped to deliver measurable value across the organisation.
Agentic AI has the power to elevate both customer and employee experiences while driving operational efficiency. But success starts with strategy. Before diving in, seek expert guidance to design and implement a CX solution tailored to your organisation’s unique needs.
Start by talking to DigitalWell for advice on the best ways to implement agentic AI capabilities in your CX operations. To discover more about upgrading your CX platform for greater business success, download the DigitalWell CX Buying Guide.