AI-powered customer service solutions vendor Cognigy has announced Agentic AI, the next generation AI workforce that is set to transform enterprise contact centers by enabling more efficient, personalised, and autonomous customer interactions.
Designed for large-scale environments, Agentic AI leverages advanced Large Language Models (LLMs) to deliver a seamless blend of speed, intelligence, and a humanlike touch, enhancing both customer satisfaction and operational efficiency.
By integrating Cognigy’s robust conversational AI engine, the solution enhances customer interactions with features like goal-oriented decision-making, hyper-personalisation, and dynamic tool selection. These capabilities allow AI agents to adapt in real-time, offering accurate and meaningful responses based on customer context.
“Agentic AI is a breakthrough in leveraging AI for customer engagement,” said Philipp Heltewig, CEO and Co-Founder of Cognigy. “With new levels of autonomy and intelligence, these AI agents can operate independently, transforming how companies streamline operations and enhance customer experiences.”
Agentic AI stands out with its ability to deliver hyper-personalised experiences. By using both short- and long-term memory along with real-time customer data, it tailors conversations to individual preferences, creating stronger customer relationships. The AI agents also make on-the-fly decisions to handle routine queries efficiently, reducing the need for human intervention.
The solution offers seamless integration with existing tools, allowing agents to access APIs and customer data repositories autonomously for faster resolutions. Additionally, it supports collaboration between AI and human agents, ensuring a smooth handover when escalation is necessary. Agentic AI complies with standards like GDPR and HIPAA, making it a secure fit for any contact centre infrastructure, including platforms like Avaya, Genesys, and NICE.
Cognigy has already tested Agentic AI through pilot programs, including one with a major European bank for outbound calls. The project, launched in just six weeks, saw impressive results: 80% of calls qualified by the AI agent were seamlessly passed to human agents, boosting conversion rates and efficiency.
By automating routine interactions, Agentic AI not only reduces operational costs but also empowers human agents to focus on complex, high-value tasks, positioning enterprises to scale their support without compromising quality.