Agentic AI: Preparing for the Future
No surprises here…artificial intelligence is rapidly transforming the way businesses manage their customer interactions. From chatbots to AI agents, automation has already begun reshaping our contact centres, but a new evolution is emerging… agentic AI.
Top industry analysts such as Gartner predict that by 2029, agentic AI could autonomously resolve up to 80% of common service issues.
“Agentic AI has emerged as a game-changer for customer service, paving the way for autonomous and low-effort customer experiences.” – Daniel O’Sullivan, Senior Director Analyst.
This shift is already gaining traction across Australia and New Zealand (ANZ), where businesses are exploring how to reduce costs, improve response times, and scale customer support operations.
For organisations relying on high call volumes, this represents both a major opportunity and a significant transformation challenge.
What Is Agentic AI?
Agentic AI refers to artificial intelligence systems that can act independently to complete tasks, make decisions, and resolve problems without constant human input.
Unlike traditional chatbots that follow scripted responses, agentic AI systems can:
- Understand complex customer queries
- Make decisions based on context and data
- Take actions across systems (e.g., update accounts, process requests)
- Learn and improve over time
In contact centre environments, this means AI can move beyond answering basic questions to fully resolving customer issues from start to finish.
Why Agentic AI Matters for Contact Centres
Contact centres are under increasing pressure to deliver fast, efficient, and high-quality customer service while managing rising costs. Agentic AI offers several advantages:
Reduced Operational Costs – Automating a large percentage of routine enquiries can significantly reduce the need for human agents handling repetitive tasks.
Faster Resolution Times – AI systems can respond instantly, reducing wait times and improving customer satisfaction.
24/7 Availability – Customers can access support at any time without relying on business hours.
Scalable Customer Support – AI can handle spikes in demand without requiring additional staffing.
These benefits are driving early adoption across ANZ, particularly in industries such as telecommunications, finance, healthcare, and eCommerce.
Risks and Challenges of Agentic AI
While the potential is significant, implementing agentic AI is not without risks or challenges, which include…
Customer Experience Risks – Poorly implemented AI, which can frustrate customers, particularly if it fails to understand queries or resolve issues correctly.
Lack of Human Oversight – Fully autonomous systems require human safeguards to ensure decisions are accurate and compliant.
Data Security and Privacy – AI systems rely on access to sensitive customer data, which must be managed securely and in line with government and privacy regulations.
Integration Complexity – Agentic AI must integrate with existing systems such as CRMs, billing platforms, and communication tools.
Change Management – Staff training and organisational readiness are critical to successfully adopting AI-driven workflows.
Businesses that fail to address these challenges risk damaging customer trust and operational efficiency.
How Businesses Can Prepare for Agentic AI
Preparing for agentic AI requires a strategic approach rather than a simple technology upgrade. Organisations will need to brace for changes in the nature and volume of interactions and redefining the relationship between their service teams and their customers, which will open new pathways for delivering value customers expect and alter the landscape of how we manage and collect customer data. Management will need to…
Assess Current Contact Centre Performance – Understand call volumes, common enquiry types and areas where automation could deliver the most value.
Identify Automation Opportunities – Focus on repetitive, high-volume tasks such as billing enquiries, account updates, and service requests.
Upgrade Communication Infrastructure – The latest AI solutions require reliable, high-performance telecommunications infrastructure, including cloud-based contact centre platforms.
Ensure Data Readiness – Clean, structured data is essential for AI systems to function effectively.
Implement Hybrid Models – Combine AI automation with human agents to ensure complex or sensitive issues are handled appropriately.
Prioritise Customer Experience – Organisations need to remember that AI should enhance, not replace, the customer experience. So having clear escalation paths to human agents will be essential.
How Telco Broker Can Help You Prepare for Agentic AI
Implementing agentic AI requires more than just software, it requires the right telecommunications infrastructure, integrations, and ongoing optimisation.
Telco Broker helps businesses across Australia prepare for the future of AI-driven communications by providing:
Contact Centre and Voice Solution Advisory – Helping businesses select the right cloud-based contact centre platforms that support AI integration and growth.
Telecommunications Infrastructure Optimisation – Ensuring your internet, voice, and network systems can support AI-driven workloads and real-time communication.
Vendor-Agnostic AI and Telecom Solutions – Providing independent advice across multiple providers to find the best solution for your business.
Integration Support – Assisting with integrating AI tools into existing CRM, billing, and communication systems.
Ongoing Optimisation and Cost Management – Continuously reviewing your telecom environment to ensure it remains cost-effective and scalable.
By combining telecommunications expertise with an understanding of emerging AI technologies, Telco Broker helps businesses implement solutions that are both future-ready and operationally efficient.
The Future of Customer Service Is Autonomous
Agentic AI will represent a major shift in how businesses deliver customer support in the future. With the potential to resolve up to 80% of routine enquiries automatically, organisations that adopt these technologies early will gain a significant competitive advantage.
However, success depends on careful planning, the right infrastructure, and a focus on customer experience.
If you would like to know more about agentic AI and what your business can do to lay the right foundations for this inevitable shift, talk to us. Call us on 1300 978 073 or click here to book a confidential and obligation free review.
FAQs
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