Cognigy has recently launched a new technology: Cognigy’s Agentic AI. This new technology enables an autonomous AI workforce capable of planning, executing, and collaborating with minimal human oversight to drive customer experience transformation. I wanted to learn more so I spoke with Alan Ranger, VP Marketing, Cognigy.
1. How does Agentic AI differ from previous AI approaches for contact centers?
Agentic AI takes a major leap forward from traditional AI approaches by giving AI Agents a new level of autonomy and decision-making ability that’s both powerful and adaptable. Earlier AI solutions in contact centers typically relied on predefined scripts or strict decision trees, enhanced with a little AI flexibility. They could handle simple tasks well, but if a conversation went off script or a complex question came up, they struggled. Agentic AI, on the other hand, is designed to navigate dynamic, real-life conversations in a flexible, humanlike way, using generative AI capabilities.
For example, instead of following a fixed flow, Agentic AI uses goal-oriented reasoning to assess a customer’s situation in real time, decide the best course of action, and adapt its responses as the conversation unfolds. It also has built-in “tool awareness,” meaning it knows when and how to access other systems or databases to pull in relevant information, without requiring extensive human input at every step. And it doesn’t work in isolation—Agentic AI Agents can collaborate with each other or escalate to a human agent when necessary, creating a seamless, adaptable support experience.
2. What specific impact do you see Agentic AI having on customer service operations and overall efficiency?
Leveraging large language models (LLMs), Agentic AI is all about making customer service faster, smoother, and more efficient at scale. Because it reduces the need for constant scripting and manual setup, contact centers can get these AI Agents up and running with much less effort and upkeep. This means cost savings and a reduction in downtime, which is crucial for operations trying to stay lean.
From an operational perspective, it helps human agents by taking on routine or repetitive inquiries, freeing up staff to handle the more nuanced, high-value cases that require a personal touch. At scale, Agentic AI can manage thousands of concurrent conversations without compromising quality, so contact centers can handle high volumes during peak times—something a human-only team simply couldn’t achieve.
Agentic AI takes a major leap forward...by giving AI Agents a new level of autonomy and decision-making ability...
Last not least, IT teams benefit from pre-made connectors. Agentic AI plugs into platforms like Genesys and Avaya, so it can be quickly deployed without complex integration projects or needing a whole new tech stack. This “plug-and-play” compatibility is a huge advantage, allowing contact centers to leverage existing infrastructure and reach operational efficiency faster than with traditional AI rollouts.
3. How could Agentic AI enhance customer experience and help businesses meet customer service goals?
Agentic AI enhances the customer experience by making every interaction more personal and relevant. It uses a combination of short- and long-term memory to track customer context, which allows it to tailor responses based on previous conversations or specific customer needs. So instead of customers having to re-explain their issues every time, Agentic AI can “remember” key details, making interactions smoother and more pleasant.
This is a big deal for customer service goals like improving satisfaction scores and reducing handling time. If an AI agent can retain information and handle context seamlessly, customers feel heard and valued, which builds loyalty. Plus, by reducing the need for repetitive data collection, Agentic AI can speed up resolutions, creating a more efficient experience for the customer.
Imagine a customer who’s reached out multiple times about an insurance claim; Agentic AI remembers the history, references the last conversation, and offers real-time solutions without the customer needing to repeat themselves. This kind of seamless experience not only enhances satisfaction but also helps businesses meet goals around customer retention and service quality.
4. What are the key features that distinguish Agentic AI from other AI solutions on the market?
Agentic AI sets itself apart through autonomous decision-making, allowing agents to assess each situation in real time and determine the best course of action without strict scripting. This makes them far more adaptable than traditional bots. Another standout feature is its dynamic tool integration—Agentic AI Agents can access and activate the exact tools needed for each interaction, whether that’s pulling data from an API or referencing a database, which improves response accuracy and efficiency.
Agentic AI enhances the customer experience by making every interaction more personal and relevant.
Additionally, Agentic AI delivers hyper-personalized experiences by using memory to track past interactions and customer preferences, making every engagement feel more relevant and human. Finally, these agents are built to collaborate seamlessly with both human agents and other AI Agents, ensuring complex cases get the right support and enabling smooth handoffs. These combined features make Agentic AI a uniquely powerful and flexible solution for contact centers.
5. Can you give an example of a real-world scenario where Agentic AI would excel compared to traditional solutions?
Sure, let’s take the example of roadside assistance. When someone calls about a car issue, there are countless potential paths the conversation could take—Are they stranded on the highway or at home? Do they need a tow truck or just advice on a dashboard warning? With traditional bots, handling all these variables requires scripting every possible path, which is time-consuming and prone to error.
Agentic AI, however, can manage this scenario without predefining each step. It uses its reasoning skills to figure out, in real time, what kind of support the caller needs based on context clues and any available data, like their GPS location from a mobile device. If the issue escalates, it can pass the case to another specialized AI agent or directly to a human. This way, the customer’s issue is resolved efficiently, with minimal back-and-forth, and in a way that feels natural and humanlike.
6. How does Agentic AI balance automation with the need for human oversight in sensitive interactions?
Balancing automation with human oversight is essential, especially in contact centers dealing with sensitive issues. Agentic AI is designed to operate autonomously but intelligently, meaning it can recognize when a situation requires escalation or a more human touch. For example, if it senses rising customer frustration or detects certain intents or requests that it’s not equipped to handle, it will seamlessly pass the case to a human agent.
Agentic AI also works with Cognigy’s Agent Copilot, which provides real-time assistance to human agents. This setup allows the AI to offer “next-best actions” or pull up useful information for the human agent, keeping the workflow efficient while ensuring sensitive issues are handled appropriately. So, the AI isn’t acting in a silo; it’s part of an ecosystem where humans and machines support each other, achieving the right balance between efficiency and empathy.
7. What steps would contact centers need to consider if they’re looking to get started with Agentic AI?
Getting started with Agentic AI is straightforward, but a few considerations can make the transition even smoother. First, it’s essential to evaluate your existing systems and ensure compatibility, though Agentic AI is designed to integrate well with popular platforms like Genesys and Avaya. If you’re already using Cognigy.AI, the migration is particularly simple, as all previous agents are compatible with Agentic AI.
Balancing automation with human oversight is essential...
Next, think about the types of interactions you’d like to automate or augment with Agentic AI and set clear goals—whether that’s reducing response times, improving customer satisfaction, or increasing operational efficiency. From there, you can either start with pre-trained agents Cognigy provides or customize the AI Agents for specific use cases using the platform’s low-code interface, which makes the setup fast and accessible.
Lastly, contact centers should prepare their teams for the change. Since Agentic AI collaborates with human agents, onboarding staff and training them to use the new AI-enhanced workflows can optimize the technology’s effectiveness. Starting with a pilot program or limited rollout can help you gather feedback and refine the deployment for larger-scale use.
About Alan Ranger
With a career spanning 30 years, Alan has held a variety of sales, marketing and leadership roles, both in start-up and large enterprise software companies. Before joining Cognigy, he led global market development at LivePerson where, during his six-year tenure, revenues doubled from $223m to $470m. As Cognigy’s VP Marketing, Alan’s focus is on leading and inspiring his high-performance global team to deliver programmes across branding, product marketing, demand generation, events and social media.