The evolution of contact centers and customer experience (CX) has reached a pivotal moment. While traditional setups face mounting challenges, such as high agent turnover rates, system complexities, and skyrocketing customer expectations, forward-thinking businesses are turning to AI to flip the script. But how can companies integrate AI effectively, while ensuring it enhances both customer satisfaction and business outcomes, and delivers ROI?
This was the focus of a recent webinar I led with my colleague, Quiq VP of EMEA Chris Humphris, as we explored the future of customer service using agentic AI: From Contact Center to Agentic AI Leader: Embracing AI to Upgrade CX
Below, I break down the key insights and takeaways from the session to help you stay ahead in the age of AI-powered CX.
The case for AI in modern contact centers
Current challenges within contact centers
Contact centers today face several pain points that require immediate attention:
- Integration and tech stack complexities
Legacy systems, disparate platforms, and inconsistent omnichannel experiences hinder operational efficiency. Two-thirds of contact centers report difficulties with technology integration and orchestration.
- The productivity crisis
Spiraling agent turnover rates, averaging 30–45%, coupled with increasing complexity in customer interactions and high training costs, are pushing teams to their limits.
- ROI barriers to AI adoption
While 84% of organizations plan to invest in AI, only 16% have successfully implemented it (Source). Confusion over ROI metrics, coupled with fears of disruption and limited expertise, often stalls projects.
The AI opportunity
AI presents a way out of these obstacles, offering tools that streamline workflows, enhance customer satisfaction, and deliver measurable ROI. Businesses that incorporate AI into their CX can:
- Extend their reach with scalable self-service capabilities.
- Inject intelligence into customer interactions, ensuring personalized and proactive engagements.
- Gain insights from real-time analytics for better decision-making.
Agentic AI stands out as the next big step, promising improvement to automate complex tasks, to adapt, learn, and make contextual decisions akin to human intelligence, and support human agents on their job to improve performance and maintain consistency within the contact center.
Audience poll #1: Have you adopted AI already?
After outlining how AI stands to offer a major helping hand, I asked the audience if they’ve already adopted AI.
I was surprised to see that most respondents say they have adopted AI. But then I wanted to know from those who said they have not yet, what the timeline looks like.
Audience poll #2: What’s your current timeline for implementing AI in the contact center?
Unsurprisingly, those who have not yet implemented AI in their contact centers are looking to do so this year and start harnessing the many benefits we’ve highlighted.
Understanding agentic AI and its transformative potential
What is agentic AI?
Unlike static AI systems, agentic AI dynamically plans, executes, and adapts strategies to achieve outcomes, much like a skilled human employee. It:
- Autonomously executes multi-step, complex tasks.
- Changes tactics when initial approaches fail.
- Maintains contextual understanding and continuously learns from outcomes.
Types of agentic AI
Quiq’s platform facilitates agentic AI in three versatile forms:
- AI Agents: Fully autonomous systems capable of managing customer queries and completing tasks, freeing up human agents for complex responsibilities.
- AI Assistants: These support human agents by automating repetitive tasks, suggesting real-time responses, and enhancing service quality.
- Agentic AI Services: Seamlessly integrate with existing workflows via APIs, allowing enterprises to add advanced AI capabilities to the other tools they already use without overhauling legacy systems.
These innovations allow businesses to tackle rising customer demands while maintaining operational efficiency.
Using AI to revolutionize CX across key areas
1. Customer service excellence
Through AI-powered solutions, businesses can enhance customer service by providing:
- Seamless multi-channel experiences: AI integrates across platforms like WhatsApp, website live chats, and social media to ensure consistent support.
- Intelligent escalations: When AI can’t resolve an issue, it transfers the case to a human agent with full contextual information, enabling smoother transitions.
- Proactive outreach and updates: AI proactively sends reminders and notifications like, “Your subscription is renewing next week. Tap here to update payment info,” increasing engagement and retention.
2. Elevating agent productivity
AI doesn’t just improve customer-facing operations—it also empowers human agents by:
- Automating mundane back-office tasks.
- Providing real-time recommendations to handle inquiries more effectively.
- Offering predictive insights on customer intent.
The result? Faster response times, improved accuracy, and greater job satisfaction among agents.
3. Driving data-driven personalization
AI’s ability to process large datasets in real-time ensures interactions are tailored to individual customers. By analyzing order history, browsing behavior, and past inquiries, AI can craft hyper-personalized responses. The result? Stronger customer relationships.
Case study highlight:
A leading flooring retailer in the UK leveraged AI on WhatsApp to redefine its customer journeys. Features included:
- Proactive order updates and stock alerts.
- AI-driven personalization based on preferences and past purchases.
- Integration with multiple channels for consistent communication.
These efforts led to higher CSAT scores, faster resolutions, and increased revenue.
Overcoming barriers to AI adoption
Debunking ROI fears
For hesitant decision-makers, I’ll re-emphasize one critical insight: AI’s ROI becomes evident when implemented with clear objectives and measurable KPIs. Quiq’s quick-to-value solutions ensure businesses start seeing operational gains almost instantly.
Phasing implementation for success
Adopting AI doesn’t require an all-at-once approach. Start small, focusing on areas like customer service or self-service automation, where AI can deliver immediate wins. Once comfortable, scale adoption across more complex workflows.
Ensuring seamless human-AI collaboration
One common pitfall is neglecting how AI and human teams collaborate. Businesses must prioritize:
- Smooth handoffs between AI and live agents.
- Continuous learning opportunities where AI adapts based on human agent interactions.
- Comprehensive training to ensure agents are equipped to leverage AI.
By bridging these gaps, organizations can future-proof their operations while setting themselves up as AI leaders.
Next steps for becoming an AI-powered CX leader
The road from a traditional contact center to an AI-powered CX leader has its hurdles, but the rewards far outweigh the challenges. Companies must stay focused on:
- Breaking down technical barriers through innovative platforms like Quiq.
- Investing in agentic AI to redefine operational efficiency.
- Starting with small, strategic AI interactions before scaling solutions to achieve omnichannel excellence.
Quiq’s agentic AI platform streamlines implementation, ensuring businesses can unlock the full value of AI without overhauling their existing systems. Businesses across industries—from eCommerce to retail—are already seeing the benefits of intelligent automation, proactive engagement, and personalized service at scale.
If you’re ready to move to the next generation of contact center and transform your CX, start your AI-powered transformations today. Visit Quiq’s AI Studio to explore how we can integrate scalable AI into your workflows.
