From Hype to Help: How Agentic AI Is Redefining Employee and Customer Experience
Most companies are investing heavily in AI, yet only about 1% consider themselves fully mature in its use. That means AI is still not deeply embedded in everyday workflows or consistently driving measurable business results. Despite billions poured into Generative AI, only 24% of companies have integrated it across most functions, leaving a vast majority still working to scale their AI efforts.
Agentic AI marks the next phase in AI advancement. Unlike traditional AI tools that respond only when prompted, Agentic AI systems act autonomously with goal-driven behavior. They plan, adapt, and execute tasks across different workflows and systems with minimal human input. By combining reasoning with process automation, they handle structured, outcome-focused work independently.
This shift impacts both customer and employee experiences. Agentic AI lifts employee experience (EX), which in turn boosts customer experience (CX). These improvements feed into each other, creating a positive ripple effect throughout an organization. From first-hand work on internal proof-of-concepts (PoCs) like incident management, the benefits in both EX and CX are clear and measurable.
The Internal Shift: Improving Employee Experience
True change starts inside the organization. Agentic AI enables AI to work on behalf of employees, moving beyond simple rule-based automation. These agents adjust to new information, learn from results, and make autonomous decisions within set boundaries.
Incident Management Transformation
One example is a PoC developed for Major Incident Management. Major incidents cause major revenue hits and hurt reputations. The goal of this Agentic AI system is to speed up root cause analysis and fix critical (P1 and P2) incidents faster, protecting revenue and reducing the impact on both customers and staff.
While the project is still underway and details are confidential, early results show promising advantages.
- Technical Benefits
- Faster detection and response times
- Standardized troubleshooting processes
- Preservation of institutional knowledge
- Capability to handle multiple tasks simultaneously
- Efficiency Gains
- Lower mean time to resolution (MTTR)
- Continuous 24/7 operation without fatigue
- Automated documentation
- Better allocation of human resources
- Business Outcomes
- Enhanced experiences for customers and employees
- Reduced operational expenses
- Lowered risk exposure
Beyond incident management, Agentic AI is making headway in other internal areas. For instance, Vodafone’s approach to AI integrates autonomous agents in network management, improving efficiency. Their collaboration with Google Cloud has produced AI tools for automating tasks like image-based site assessments for solar panel installations at RAN sites.
Partnerships with companies like ServiceNow enable telecom-specific Agentic AI to anticipate service disruptions and act proactively, supporting employees while enhancing customer outcomes.
Research from Salesforce shows 79% of service organizations using AI report saving time and costs. More importantly, customer service agents feel empowered when AI handles repetitive tasks, allowing them to focus on strategic work and building stronger customer relationships.
The Customer Experience Cascade
Internal improvements with Agentic AI naturally extend to customers. When workflows become more efficient and responsive, customers see the benefits through faster service, fewer interruptions, and more proactive support.
How the Cascade Works
Take incident management as an example. Faster internal fixes lead to more stable services. Automated escalation cuts downtime and wait times. Predictive detection lets businesses inform customers about issues before they notice them.
This creates a smoother experience for customers and less pressure on frontline staff. The combined effect strengthens customer trust and satisfaction.
For those interested in learning more about practical AI applications in customer support and human resources, exploring specialized AI courses can provide valuable skills. Check out Complete AI Training’s course offerings by job role to get started.
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