Introduction

You might just be getting your head around AI and the world of ChatGPT, Android Gemini and Apple Intelligence. However, the game has already moved on from Generative AI to Agentic AI. So what is Agentic AI? And what does it mean for customer experience?

Agentic versus Generative – what’s the difference?

Generative AI uses LLM’s (Large Language Models) to generate a response based on the prompt it is given. The AI is trained on information and builds appropriate responses which are predetermined by the question asked. Think about your typical customer services Chatbot and invariably it will be powered by Generative AI. As a result it is only as good as the information it learns from and the instructions it has been given. Saascoms Omnireach uses Generative AI and it can resolve up to 93% of customer queries.

For instance a customer may ask a Chatbot, ‘I think my account has been hacked or compromised, there are card payments that are not mine.’ The Chatbot will analyse the wording and may respond with, ‘Would you like me to freeze your account and pass you to an agent?’

As the name suggests, it ‘generates’ an answer but waits for a further prompt to take action.

Agentic AI on the other hand still uses LLM’s. However, the main difference is it aims to solve the problem entirely. So what is Agentic AI? In the example above the Agentic AI may respond to the prompt with, ‘Your account has been frozen and the investigations team has been informed.  A new card has been issued which you will receive within 3 days and we will call shortly to discuss the queried payments.’ Agentic AI doesn’t wait for further prompts, it takes multiple steps to solve the task.

This short VIDEO is a good explainer into the new world of Agentic AI.

Use Cases for Agentic AI

So here’s where fact meets fiction, we’ve used AI to generate the list of use cases for Agentic AI. Here’s a selection:

• Cyber Security – real time threat detection, stress testing (and repair of weaknesses) and active threat hunting. AI can become the security guard for your systems.
• Finance – from virtual Financial Advisor to Fund Manager, making investment choices through live data analysis and personal recommendations and action.
• Supply Chain – advanced stock replenishment and supplier performance analysis, workflow efficiencies and distribution management.
• Customer Services – end to end problem solving (as per our example) and streamlined experiences.
• Healthcare – active diagnosis based on symptoms, drug development (AI has recently developed new antibiotics) and patient monitoring (actively linked to a smartphone or watch).

Summary

What is Agentic AI? An Artificial Intelligence that is developing rapidly and will impact on nearly all our everyday lives. It is what most people already thought AI was about; decision making, analysis, end-to-end workflows and more. It has the potential to change all our lives, how we work, what jobs we do and how we interact with the world.