Why Call Centres Need Agentic AI? All You Need To Know

Summary

In this blog, I will explain the importance of agentic AI for business. Here you will clear idea about agentic AI, how it helps contact centres to reduce manual tasks, and how it is different from other AI models.

Introduction

Artificial Intelligence is not limited only to text and images. The next significant development is agentic AI, which empowers AI to set goals and take actions.

According to a Gartner report, only 1% of enterprise software is leveraging the benefits of Agentic AI. However, by 2028, nearly 38% of companies are expected to utilize agentic AI in their applications.

Finally, businesses are understanding the importance of AI and implementing it in their day-to-day workflows.

It is overwhelming for call centers to handle a high volume of calls from their customers. Human errors, high cost, and long wait times make the entire workflow slow and unproductive.

The good news is that you can combat such a situation using Agentic AI. 

Agentic AI is a game changer and empowering the business to use AI’s true power!!!

You are in mid-2025, and you are still looking for resources to understand agentic AI? No worries!!!

Read this blog to get clear about agentic AI. Let’s begin!!!

Agentic AI: Working Process

I hope you got the brief idea about agentic AI. Next, we will see how agentic AI works. Let’s begin: 

1. Data handling and external tools.

If you want an agentic AI to generate only text, then it is too easy.  When it comes to real work like automation, taking action, and resolving customers’ queries, you need to integrate AI with other external tools.

These external tools can be:

• API to fetch real data.
• Database for retrieving and fetching information
• A file system where AI can read and write documents.

But the best part is that frameworks like Llamaindex and Long Chain are providing immense benefits, and make the workflows smooth and accurate. Through these AI model databases, AI can resolve queries, display search results through the web, and interact with software.

Now, AI is not only a listener but also can take action. Agentic AI is full-on smart assistant mode!!!!  

2. Multiple Models.

Agentic AI is not based on a single LLm model; instead, it is a set of AI models, where each models have a different role.

Take an example of a setup:

Where one AI model is a task manager, which divides the large tasks into small parts. Then each task is assigned to a different model. Every sub-model completes its task and sends it to the task manager for evaluation.

This modular approach is extremely powerful, where workflows are not sequential but parallel. 

Results??

This makes the workflow super fast and responsive, especially when businesses need to handle complex tasks. It provides better speed, seamless collaboration, and smart execution, and reduces the workload of agents.

3. Asynchronous processing

Traditional AI works on a linear process. It usually takes the input and steps by step processes it.

Agentic AI works differently. It is mostly asynchronous and distributed in nature. Multiple models work by dividing the task and working on each subtask simultaneously. Just like a blockchain system- decentralised, super fast, and smart. 

Take an example of an AI research assistant:

• One model will fetch the document.
• Another model will analyse the content
• The third model will write the summary.

All the tasks are happening simultaneously. This parallel processing will make the workflow efficient. However, managing coordination and consistency can still be challenging. In short, an agentic AI call assistant is a multitasker; you just need to have smarter orchestration!!!

Benefits of Agentic AI

I hope you got the idea of how agentic AI works.  Next, we will see some benefits :

1. Faster and smarter decision

There is no denying that companies have to deal with huge volumes of data, but the problem is that it is difficult to comprehend and discover insights from it. When a company does not comprehend data, it loses out on opportunities coming its way.

Here comes the magic of agentic AI!!! 

Agentic AI processes a huge amount of data and provides clear and actionable insights from it. It helps businesses to make smarter decisions and helps them create high-impact solutions that boost efficiency.

Top-notch financial institutions, Goldman Sachs, use AI platforms to analyse trends and investment opportunities with accuracy. AI platforms help advisors to put their focus on strategic thinking rather than on data mining tasks. As a result, businesses will get a more precise prediction and impactful outcomes.

2. Efficient results

Despite technological advances, organizations still rely on manual processes. Manual processes are slow, repetitive, and increase the chances of errors. 

Employees are putting their valuable time on tasks that can be easily handled by AI. They focus less on strategic thinking and high-impact work.

Agentic AI provides real transformation and automates the workflow in a way that provides:

• Faster results than manual processing
• Smart work allows employees to focus on bigger and strategic goals.
• More accurate
• Minimal errors

Let’s see some real-world examples.

Progressive insurance companies take help from agentic AI to streamline their workflows:

• Claims get resolved faster
• Provide a super smooth experience to customers
• AI can handle entire system workflows from initial claim to payout.
• High efficiency 
• Better resource utilisation.

In short, an agentic AI call automation platform eases the workflow and provides high-quality outcomes.

3. Improved Customer Satisfaction

In today’s highly competitive market, customers are not only looking for services, but they are also seeking flawless, fast, and personalised experiences. During festive seasons or high-volume call scenarios, it is difficult to provide each customer with timely and tailored support.

How to overcome such a stressful situation? By deploying agentic AI phone call assistant platforms. These smart technologies advancement platforms provide individual-level support and more personalised interaction to every customer. AI platforms are active around the clock and resolve customer issues even at midnight.

Here we will see how agentic AI takes the customer experience to the next level:

• Personalised interaction: AI can easily understand customer intent, emotions, and buying preferences.
• Scalable support: AI can easily handle all the customers, new or old. It does matter if you’re dealing with 100 or 1000 customers.
• Real-time responses: Customers get an instant reply and solutions. Most of the queries get resolved at first contact only.

Let’s see some real-world examples:

Sephora uses AI chatbots to take the customers’ engagement to the next level. How agentic AI helps them:

• AI bots are active 24/7, so customers just need to message their queries.

• AI agents can easily understand customer buying preferences and provide them with recommendations based on that.

• With agentic AI platforms, businesses can achieve better conversion. Strong brand value increases customer satisfaction.

4. Continuous learning-  Get Smarter with Every Interaction

One of the major drawbacks of the traditional system is that it becomes obsolete over time. They neither learned anything from the new data nor upgraded their systems based on it.

Because of this rigidity, business performance goes down, and they miss out on new opportunities coming their way.

But agentic AI platforms are different. AI agents learn from every interaction with customers and upgrade themselves. They are trained on machine learning algorithms, just like human, their performance gets better with continuous learning.

How AI platforms provide immense benefits to businesses:

• Better accuracy: Responses are more accurate and personalised.

• Self-improving system: The More data AI gets trained, more smarter it becomes.

• Data-driven decision: AI platforms learn from every customer interaction and fetch useful insights from them.

Let’s see from the real-world examples. Zendesk uses an AI phone call assistant platform and gets immense benefits:

• Deliver more accurate, fast, and quality responses to customers.
• Analysis of past conversations to improve future responses.
• Automatically learn from data and upgrade its knowledge base.

Agentic AI doesn’t just work hard; it learns from data every day and becomes smarter!!!!

5. Instant Response and Maximum Agility

It is difficult to predict market conditions nowadays. No one can say anything about when it will change. But the problem with business is that it lacks the agility to respond to changing marketing needs.

Result? 

Service disruption and missed opportunities!! But the good news is that you can still cope with such scenarios!! Indeed!!

Agentic AI platforms are flexible and can adapt themselves to dynamic market needs. This powerful platform continuously analyzes the real-time data and adjusts the process according to that.

How does agentic AI help businesses adapt to dynamic needs?

• Auto-adjust the process as per changing scenarios.
• Instant decision-making based on live data.
• Faster response
• Fewer manual errors
• Better customer experience.

Let’s understand with the help of real-world examples:

UPS, a global logistics giant companies uses an AI platform to:

• Adjust paths according to traffic jams or bad weather.
• Optimise delivery route in real time
• Improves reliability
• Reduce delivery delays.

In short, when AI adapts itself in real time, businesses stay resilient, no matter what comes their way. 

Application of Agentic AI.

I hope you understand the benefits of agentic AI. Next, we will talk about some applications that use agentic AI to ease their manual workloads.

1. Finance

Speed and strategy are the crucial aspects of the finance sector. Now, agentic AI is changing the game.

What agentic AI platforms bring to the finance industry:

• Adaptive strategies that evolve when market needs change.
• Auto execution of trades without the need for human input.
• Live data analysis for tracking movements in the market.
• Analyze complex patterns and suggest investment suggestions.

In short, AI in finance provides smarter decisions, fast action, and high-impact solutions.

2. Healthcare

In healthcare industries, precision and timely action are critical aspects. Furthermore, doctors are already stressed by handling patient data, making decisions, and observing patterns; handling everything manually is not practically possible and is more prone to errors.

Agentic AI provides a reliable support system, not to replace but to empower them with useful insights and reduce routine work stress.

How Agentic AI provides benefits to doctors:

• Treatment suggestions.
• Real-time patient monitoring
• Faster decision making
• Early warning systems.

In short, AI in healthcare provides immense value to doctors by reducing complex medical tasks and better care for patients.

Conclusion

In today’s competitive landscape, data-driven insights and automation are becoming the backbone of every business. Agentic AI platforms offer a next-level advantage to businesses. 

Agentic AI is not just a powerful platform but a strategic enabler that streamlines operations, supercharges your decisions, and unlocks innovation.

By leveraging agentic AI, businesses can deliver an exceptional customer experience, drive innovation, raise productivity, and build strong brand value in the market.

Why waiting for??? Connect with Botphonic and take your business to the next level!!!!