Chatbots with scripts and rigidity have long dominated customer engagement, providing little more than pre-programmed responses. But these technologies are becoming outdated due to a new generation of AI. In contrast to conventional AI, which mostly uses decision trees, agentic AI functions independently, comprehending context, reaching choices, and carrying out intricate processes without human assistance. This change changes how people connect with businesses, especially in sectors where prompt assistance is essential.
These systems bridge the gap between automation and human-level service by using enormous volumes of corporate data to understand, learn, and carry out entire activities across different platforms. This change is characterised by a move towards AI that “actively makes decisions and executes complex workflows,” according to Beerud Sheth, founder and CEO of the industry-leading conversational AI platform Gupshup.
In customer-intensive industries like automobile services, where enquiries vary from urgent roadside assistance to periodic maintenance requests, the impact is particularly significant. Agentic AI is being used by businesses like Petromin, a pioneer in Saudi Arabia’s mobility solutions industry, to obtain a competitive advantage.
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