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Agentic AI for Customer Service Desk
Reinventing the Contact Center with Autonomous AI Agents
1. Introduction
The discussion around ChatGPT (in general, generative AI), has now evolved into agentic AI. While ChatGPT is primarily a chatbot that can generate text responses, AI agents can execute complex tasks autonomously, e.g., make a sale, plan a trip, make a flight booking, book a contractor to do a house job, order a pizza. Fig. 1 below illustrates the evolution of agentic AI systems.
Bill Gates recently envisioned a future where we would have an AI agent that is able to process and respond to natural language and accomplish a number of different tasks. Gates used planning a trip as an example.
Ordinarily, this would involve booking your hotel, flights, restaurants, etc. on your own. But an AI agent would be able to use its knowledge of your preferences to book and purchase those things on your behalf.
