Why the Smartest # CX Leaders Are Shifting From Automation to # AgenticAI Organizations are shifting from using # AI primarily to deflect customer interactions
Customer experience leaders are moving away from using AI solely for deflection and towards employing it as a tool to empower human agents. This shift focuses on leveraging AI to enhance agent performance during complex and high-value customer interactions, transforming AI into a force multiplier for service teams. AI
IMPACT This strategic shift suggests AI will increasingly augment human capabilities in customer service, leading to more sophisticated and personalized customer interactions.