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Agentic AI will reshape entire industries before 2030.

Jonas Berggren

Head Of Business Development NE

Tech and tools

Agentic AI,

AI,

CX,

technology,

Automation,

Conversational AI,

Chatbot,

Published on Thu Nov 06 2025

Updated on Thu Nov 06 2025

4 minute read

2024 was the year when AI moved from the hype of 2023 into our present-day reality. It became a valuable business tool that applies across all industries, and, critically, it is helping to improve business processes that are usually invisible to the end customer - as well as being used to directly improve interaction with those customers. It is becoming a real game changer. So, going forward, what can we expect to see as AI is increasingly used to improve the customer experience?

Forbes magazine recently published research on how American consumers are experiencing AI. Are they noticing a change in the customer experience, and if so, how? The study uses feedback from 1,000 people, so it’s not a huge sample, but it is enough to get some ideas about how ordinary customers are experiencing these changes. The good news is that 62% of respondents expect that AI will be their primary mode of customer service in the future, so customers generally accept that a change is coming.

However, some of the other feedback shows that many customers feel that companies are not getting it right or are just not ready to evolve. Only 32% have used generative AI, such as ChatGPT, to resolve a customer service problem, although some customers may be interacting with AI without being aware of it. More concerning is that 56% of respondents actually said they feel scared of technology such as AI. 63% say that self-service frustrates them, and they would rather talk immediately to a real person working in customer service.

But AI, and the way that we engage with AI, is also evolving. I believe that the use of Agentic AI is really going to change how we relate to brands in the future. It has been one of the key technology trends of 2025 and will continue to be in my personal view, but many analysts are also suggesting this - look at this report from Gartner for one example.

Agentic AI moves us to a new level because it allows the use of autonomous agents - a digital workforce. Essentially you are creating digital workers, training them to perform a task, then unleashing them on the tasks you want completed. An individual human sitting at their desk could easily have a team of 15 digital assistants working on projects as if they were a team of human workers. The agents can learn and constantly improve and be trained for new tasks, so they really can function as a digital team.

How does this change the processes inside a business? There are a number of business use cases that already exist. This feature in CIO magazine listed six different types of scenarios where Agentic AI can be used:

Software development: Coding agents can code and pass the code to others that are dedicated to finding bugs and errors - like a real software development team.
Robotic Process Automation: Think RPA on steroids - specifically, starting to build intelligence into exception handling so the agents understand and can process unusual results.

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What are the benefits of offshore BPO? Your practical guide.

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Cutting costs by 40% to 70%, achieving 24/7 service coverage, and accessing a vast global talent pool of skilled workers are just a few reasons why offshore business process outsourcing (BPO) could be your company’s next competitive advantage. Strategic benefits ranging from enterprise-grade tech to airtight security - all financed flexibility without steep upfront investments - are driving businesses of every scale to delegate more non-core functions to overseas providers. But doing

Customer support automation: Instead of customers engaging with chatbots, they can communicate naturally to agents who then perform tasks - like moving money around different accounts for a bank customer.

Enterprise workflows: Avoiding silos by creating systems that can share and pool information within your company.

Cybersecurity and threat detection: Agents can watch for unusual network traffic so that data breaches - and attempted breaches - are closed off before they ever become a problem for the business.

Business intelligence: Ask agents to experiment with new marketing ideas or keep watch for new ideas and services in your industry - they will constantly seek out new information.

This is a big change. The implications for productivity and efficiency are clear. If agents can help each human member of your team to do more, then companies will struggle to compete if they are not using Agentic AI. But, this is not just a new technology that is confined to the enterprise environment. This is why Agentic AI is set to become such an important change in how we engage with information systems. Consumers are just starting to experience AI in their search tools, and the use of digital assistants is being normalized.

Klarna has redesigned its app and offered the ability to create a digital shopping assistant. The assistant can automatically gather all the information you need about products. For example, if you ask it about new guitars, it will find stores, reviews, and compare prices. The agent does all the work.

Amazon has launched a redesign of their Echo system to be more Agentic, with advanced features now available on newer devices through a premium tier. Under Amazon CEO, Andy Jassy, Alexa can now take actions and make decisions for a user. Instead of just asking Alexa to play music or switch on the lights, you will be able to set tasks like finding a great deal on a flight you want to book or advising when a popular show may have tickets available. Give Alexa a task and then let it work on your behalf.

It’s not just Amazon that is making these changes. Google has upgraded their own digital, Gemini, which is now available on most phones and supports Agentic AI. Apple is also upgrading their systems; advanced agentic features for Siri are expected to roll out on the iPhone in 2026. Siri has been used for many of the same tasks as Alexa, but this will change as your phone becomes an assistant that you can ask to perform complex, multi-step tasks.

This is why I feel that Agentic AI is set to be such a significant development going forward. Company executives are already becoming aware of the possibilities, but everyone will also be using it in their personal life. Industries like banking face the real possibility of an unstoppable wave of innovation. This has the potential to even dwarf the adoption rate for generative AI, which itself was the fastest ever adoption of a new technology by consumers. ChatGPT grew to 100 million users within two months, compared to Instagram, which needed two and a half years to get that many users.

There is also the potential for a great number of changes in the way that customer service interactions are managed. I’ll explore this in more depth in the next newsletter, but it is clear that customers could task agents with customer service problems, so the actual interactions become one digital agent communicating with another. We knew that the future for the customer experience was digital, but now it is also Agentic.

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