Agentic AI will reshape entire industries before 2030.
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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Created at Tue Apr 14 2026
2 min read
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