What Does The Future Of CX Look Like With Agentic AI? Tech Transformed podcast

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What Does the Future of CX Look Like with Agentic AI?

2d ago 23:17

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"As agentic AI spreads across industries,” states Rishi Rana, the Chief Executive Officer at Cyara. “Everybody is curious to understand how that is going to transform customer experience across all the channels?"

In this episode of the Tech Transformed podcast, Shubhangi Dua, the Host and Podcast Producer at EM360Tech, talks with Rishi Rana, the CEO of Cyara, about how agentic AI is changing customer experience (CX).

They look at how AI has developed from simple chatbots to advanced systems that can understand and predict customer needs. Rana spotlights the need for ongoing testing and monitoring to make sure AI solutions work well and follow the regulations.

They also discuss the obstacles businesses encounter when implementing AI, the importance of good data, and the future of AI agents in improving customer interactions.

Agentic AI Transforming Customer Experience (CX)

Customer experience (CX) is changing quickly and significantly, thanks to the rise of agentic AI. These advanced systems go beyond the basic chatbots of the past.

While such a change may offer a future equipped with a smart, proactive customer journey, it doesn't come without its challenges. These obstacles require organisations to thoughtfully plan and carefully execute strategies.

For years, chatbots provided a basic type of automated customer support. However, Rana explains that the evolution of AI is pushing boundaries. "AI in customer experience (CX) is changing from a basic level of chatbots that have been present for the last five or 10 years. Now they are turning into fully agentic systems that operate across voice, digital and human-assisted channels," said Rana.

Moving Beyond Basic Chatbots

Chatbots’ lucrative development lies in the strengths of Large Language Models (LLMs) like Google's Gemini, Meta's Llama, and OpenAI's ChatGPT. This is because the AI-backing models are facilitating "voice bots" and other AI agents to move beyond simple response automation to intelligent orchestration.

Intelligent orchestration results in anticipating user needs, adjusting in real-time, and guiding customers to hybrid solutions where AI and human agents work together. Ultimately, the goal is to greatly improve the customer experience (CX). Studies suggest that 86 per cent of people are willing to pay more for the same service, no matter what it is, when the customer experience is better.

Advancements don’t come without a price. Rana believes the lack of proper guardrails is a cause for concern. "AI is great, but you need to have guardrails and ensure the intent behind the questions and the objective behind the customer interaction is getting answered."

This requires ongoing testing and monitoring across all channels to ensure consistency and avoid problems like hallucinations, misuse, or bias. These issues can result in major financial losses and damage to reputation. For instance, Rishi Rana mentioned that over "$10 billion in violations and liabilities due to incorrect information given to customers" occurred in 2024 alone.

To successfully execute agentic AI, enterprises must shift left with AI by starting testing of AI agents early. This means focusing on continuous testing and observability instead of relying on one-time quality checks. This proactive approach is key to identifying AI misbehaviour quickly, before customers notice it.

Cyara, with its AI trust suite, leads this effort by validating LLM-based bots and spotting issues like hallucinations and misuse. Their Pulse 360 provides real-time customer experience visibility across 120+ countries and over 360+ carriers, showcasing a wide reach.

Takeaways

Agentic AI is revolutionising customer interactions across various channels.
The evolution from basic chatbots to intelligent systems is crucial for better CX.
Continuous testing and monitoring are essential for AI success.
Enterprises must ensure compliance with regulations while implementing AI.
Understanding customer intent is key to effective AI solutions.
Friction points in customer interactions can lead to dissatisfaction.
AI must provide a seamless experience across all channels.
Data quality is critical in the customer experience lifecycle.
Companies need to proactively address AI misbehaviour to prevent issues.
The future of AI in CX involves integrating with existing workflows and systems.

Chapters

00:00 Transforming Customer Experience with Agentic AI
01:43 Evolving Beyond Basic Chatbots
05:04 Key Elements of a Great CX Platform
06:41 Understanding Customer and Enterprise Perspectives
08:25 Identifying Friction Points in Customer Interactions
10:14 Implementing Guardrails for AI in CX
11:02 The Importance of Continuous Testing and Monitoring
13:51 Ensuring Scalability and Compliance in AI Solutions
15:45 The Future of AI Agents in Customer Experience
18:18 Integrating AI into Existing Workflows
22:22 Key Takeaways for CIOs and IT Decision Makers

About Cyara

Cyara is the global leader in AI-powered customer experience assurance, committed to eradicating bad CX. As the only unified platform for continuous testing and monitoring across voice, digital, messaging, and conversational AI channels, Cyara empowers hundreds of the world’s leading brands to optimise more than a quarter of a billion customer interactions every year. From full customer journey visibility to AI governance and compliance, Cyara ensures every touchpoint works flawlessly, helping businesses deliver secure, friction-free, and high-quality CX at scale.

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