Agentic AI is the future of customer service. Here's how you need to prepare for it

Fast Company

20-05-2025

Twenty-four-hour customer support with zero hold time, infinite personalization, customized care, and behavior-based response are all aspects of the customer experience that will be expected sooner rather than later from every one of your customers. All of this is becoming reality, thanks to agentic artificial intelligence.
Agentic AI is the most advanced form of artificial intelligence to date. It works autonomously, can understand natural language, sets goals and plans workflows, and makes decisions in real time based on the data it collects and examines. It learns from results and then teaches itself a new way to satisfy the needs of those that interact with it, immediately.
An Expert Answers Every Question
Agentic AI agents never need a break, never need vacation, and don't need benefits or mental health days. They can work without respite for as long as your company exists. This is important because your customers hate waiting. Waiting for a mere two minutes will cause 60% of potential customers to hang up and call a competitor, and if your competitor deploys agentics before you, your customers will become their customers.
You'll either want to outsource to a top-end team or to use your more talented in-house programmers to finalize design and create your AI guardrails before deployment. This one implementation will free up revenue dedicated to customer service agents, alleviate time your current team has to spend solving mundane simple questions and issues, and leave your top talent free to solve customer challenges that actually require a creative solution.
AI-Powered Personalization at Scale
People will become increasingly accustomed to advertising and products tailored to feel exclusive to them. A staggering 91% of people will shop with a company that provides personalized, relevant offers and recommendations, and 68% of people have increased brand affinity due to personalization. On the flip side, 62% of customers will abandon a brand if they are not delivered a personalized experience.
The days you could rely on simple generic offers in an ad or subject line are dead. Remember, you're not sending an email to an inbox; you're sending it to a person. Think of your inbox every morning, filled with dozens of emails you've been meaning to unsubscribe from that don't speak to you. Every email you send is being seen exactly as the ones you receive.
What Employees Will Fear
The surface level fear around agentic AI centers around loss of jobs, but a deeper dive shows employee fears are far more complex. A recent survey revealed that 47% of employees feel AI lacks emotional intelligence, 40% are not comfortable submitting AI-generated work, and 34% don't think AI-produced work will be as good as theirs.
Involve your most trusted employees throughout the duration of your AI development. This will make them a part of the process, giving them a sense of ownership. Additionally, the better they understand the process from start to finish, the more likely they are to trust it—and trust that your use of the technology isn't just to save costs or cut jobs, but for their benefit as well. They will become the ones that can sell the rest of your workforce on your new processes and technology.
The message must be that this technology is being used to better serve customers, stay ahead of the competition, and grow the business. With that growth comes opportunity for current employees to grow and advance.
Preparing Your Business for Ethical AI Integration
Stricter audits and bias-free practices need to come first for any AI system implementation. All components that enter the system need careful planning, such that each instruction and training parameter reflects focused ethical direction. Assemble a cross-functional advisory group—comprised of trusted leaders and high-performing team members—to collaboratively design, test, and evaluate your AI tools. This internal coalition acts as a safeguard, ensuring that your deployment adheres to both ethical standards and your company's values.
A Human-Centric Approach to AI Deployment
The adoption of AI should always be in service of your workforce, not in place of it. Before rolling out any system, ask: Does this enhance or hinder the employee experience? AI systems deliver their best results when organizations prioritize human needs at the start of their integration efforts. From the outset, align your AI strategies with your organizational culture and principles.
Transparent Communication is Equally Crucial
Engage your team in open conversations about the role of AI, and how it will enhance the customer experience and lighten the load on the workforce. Present clear background information while scheduling question-and-answer discussions, or an open office hour, accepting feedback from the team. Reinforce that AI is not a replacement but a reinforcement—designed to improve working conditions and to elevate team performance and customer satisfaction.
The use of agentics will only increase across industries in the months and years to come. As its prevalence grows, any end user that interacts with it will become accustomed to the experience. They will start to expect quicker complaint resolution, zero wait times, personalized communication, and tailored product and service recommendations, and they will reject any generic approaches from companies.
Ultimately, as business leaders, we bear a collective responsibility to uphold excellence—not only in our products and services but also in the systems we use to build and support our teams. Your willingness to embrace this technology for the benefit of your clients, your employees, and ultimately your business are what will keep you ahead of your competition and on a clear path to growth and increased relevancy.