At a panel at last week’s UCX Manchester, hosted by AI Today’s Rob Scott, industry experts gathered to explore how agentic AI is transforming workplaces by liberating human talent from routine tasks.
The panel consisted of:
Rob Scott: Founder of AI Today; part of the Today Digital group
Robbie Warwick: Ex-Head of Voice and Video at the Home Office
Jonathan Kershaw: Head of AI and Contact Centre Experiences at Vonage
Robin Lester: Senior Data and AI Cloud Solutions Architect at Microsoft
The panelists emphasized that, while technological capabilities continue to evolve rapidly, the most profound impact comes from allowing professionals to reclaim their time and mental space for what humans do best: connecting with empathy, thinking creatively, and solving complex problems that machines cannot address.
Their wide-ranging discussion forms the basis for this article; offering valuable insights for organizations looking to harness agentic AI’s potential.
Defining Agentic AI: Beyond Basic Automation
Agentic AI represents a fundamental shift from traditional automation to autonomous, goal-oriented systems.
Unlike standard AI chatbots that respond to specific prompts, agentic AI can work in the background after a single prompt, completing tasks independently while understanding the broader context and objectives.
The key differentiator is autonomy. While traditional automation follows predetermined decision trees, agentic systems can think for themselves, understand context, access external data sources, and work backward from goals rather than simply executing sequential steps.
Business Value in Customer Experience and Enterprise Communications
The panel identified several key areas where agentic AI is already delivering substantial business value:
Enhancing Agent Performance
One of the most immediate applications is in contact centers, where AI can analyze conversations in real-time, providing agents with relevant knowledge base sections without requiring them to memorize vast amounts of information or search through multiple pages of documentation. This enables agents to focus on customer interactions rather than information retrieval.
Some organizations are already using AI to transcribe calls, analyze empathy scores, and help agents self-coach by providing examples of effective communication—not just what to say but how to say it. This dual benefit improves both customer and employee experience, leading to higher retention rates and more memorable interactions.
Goal-Oriented Customer Service
The true power of agentic AI emerges when focusing on customer goals rather than individual tasks. For example, a simple request like transferring utility responsibility after a tenant moves out might take an hour through conventional channels but could be resolved in seconds by an AI agent that understands the context and desired outcome.
This goal-oriented approach ensures processes are followed correctly while allowing human agents to concentrate on delivering exceptional experiences rather than managing procedural details.
Data Analysis and Insights
Organizations are leveraging AI to integrate and analyze data across various systems, providing real-time insights that would be impossible for humans to compile manually. From aggregating temperature data and power outage information to analyzing service desk trends, these systems help businesses make more informed decisions and proactively address customer needs.
Getting Started: A Pragmatic Approach
For organizations looking to embark on their agentic AI journey, the panel emphasized starting with clear business objectives rather than technology for its own sake. Too many companies begin with “we need AI” rather than identifying specific problems they’re trying to solve, whether that’s boosting sales, reducing workload, minimizing risk, or improving user experience.
A phased approach was recommended:
- Start with simple applications that deliver measurable benefits, such as summarizing calls or identifying action items from conversations.
- Establish clear metrics to measure success, such as reduced handle time or improved summary accuracy.
- Build confidence gradually by testing with employees before deploying customer-facing systems.
- Focus on augmenting human capabilities rather than replacing them, allowing employees to dedicate more time to high-value activities.
Addressing Foundation Challenges
Several foundational challenges must be addressed to implement agentic AI successfully:
Data Quality and Bias
All AI models contain some degree of bias; the key is understanding what represents an acceptable level for your organization. Businesses must evaluate model documentation, bias quantification, and potential impacts, especially when dealing with sensitive information or intellectual property.
Responsible Implementation
As AI becomes more integrated into business processes, trust becomes a critical factor. Experts warned of the risk of over-reliance if systems prove consistently reliable, comparing it to Tesla drivers taking their hands off the wheel despite warnings. Organizations must establish guardrails and verification processes to prevent unintended consequences.
Cultural Transition
The technology landscape has seen many transitions from traditional methods to new approaches—from Google’s impact on research to evolving workplace skills. Panelists emphasized that agentic AI isn’t about replacing humans but changing how we work, potentially freeing people from repetitive tasks to focus on more creative, high-value activities.
The Future Workplace: Evolution, Not Revolution
The panel concluded with an optimistic view of the future workplace transformed by agentic AI. Rather than wholesale job displacement, the expectation is that roles will evolve, with new types of jobs emerging. The technology’s potential to democratize expertise—such as providing medical support in underserved areas via smartphones—demonstrates how its positive impacts can far outweigh concerns.
As organizations continue to explore agentic AI’s capabilities, the focus remains on creating more empathetic, efficient workplaces where technology enhances human potential rather than diminishing it. By approaching implementation with clear goals, measured steps, and careful consideration of ethical implications, businesses can unlock remarkable new capabilities while ensuring technology serves human needs.
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