Agentic AI is poised to have a massive impact on businesses. Unlike traditional AI systems that do simple answer generation from a knowledge base, agentic AI takes things further—it possesses the ability to act autonomously, learn from interactions, and make independent decisions to achieve specified goals.
This advanced form of AI goes beyond basic automation, offering adaptive and intelligent solutions that can improve how organizations operate and deliver value to their customers. Let’s explore how agentic AI is reshaping industries and creating new opportunities for growth.
Agentic AI use cases across industries
There’s a lot of momentum behind agentic AI throughout many industries, with even more use cases therein, so this won’t be an exhaustive list. Still, here’s where I see the most exciting agentic AI use cases right now.
1. Customer service and support
This is one of our main focuses here at Quiq. Agentic AI is improving pre- and post-sale customer service by automating repetitive, time-consuming tasks without losing the human touch that today’s customers demand. Unlike traditional chatbots that follow rigid scripts, these systems understand context and provide natural, human-like responses.
Here’s how:
Customer-facing AI agents
AI agents go beyond FAQs to handle Tier 1 inquiries by offering nuanced, conversational support. They can understand the context of a conversation, the appropriate time to help a customer self solve, and when to escalate to another team member.
Here are customer journey moments across pre- and post-sales service and support that we’re finding most effective to apply agentic AI agents to:
Pre-sale customer service
- Product selection (Web/Mobile)
- Product or service configuration
- Place an order
- Purchase and schedule a service
- Product selection shopping cart (AI Agent suggests other products that complement products already in a shopping)
Post-sale customer support
- Answer a question with information (using knowledge bases, product descriptions, product catalogs, etc.)
- Order statuses
- Proactive order status notification
- Order returns, changes/corrections, and exchanges
- Order/service delivery change (Shipper, installation, in person required)
- Subscription managements
- Loyalty program, points and/or gift card balance
- Break fix/troubleshoot issues
Agent-facing and employee-facing AI assistants
At the contact center level, there’s several high-value applications of agentic AI to support human agents, from suggesting responses based on company/user info, to automating routine processes, like checking a bag, to checking for things like professional tone and spelling. By the way, if you’re interested in all the ways you can get started adopting next-gen AI for contact centers, watch our recent webinar on this topic, From Contact Center to Agentic AI Leader: Embracing AI to Upgrade CX.
Agentic AI can also aid other employees, outside of contact center agents. For example, we worked with one office supply retailer to empower their in-store sales associates with an AI assistant that provides fast answers to customer questions. And another, high-profile carpet retailer in Europe uses a Quiq-powered AI assistant to help onboard and train their employees.
Workflow automation
Outside of automating and improving conversations – whether it’s full automation via an AI agent, or whether via augmenting your human agents – there’s a whole host of other business processes and workflows that can benefit from agentic AI and LLMs more broadly.
Think everything from delivering better semantic search to users on your website (either product or knowledge base search), to automatically classifying and grading every customer interaction with your business (measured with metrics like CSAT).
Workflow automations can enable businesses to leverage the power of agentic AI and LLMs on demand to improve processes and customer touch points across their entire organization, not just during a conversation.
The result: Better containment and resolution rates, and customer effort scores (CES) if a customer is escalated to a human agent. Reduced average handle time (AHT), more consistent service quality, satisfied customers, and support teams empowered to focus on complex, high-value tasks.
2. Sales and account prospecting
Traditional sales outreach has always been a numbers game, with teams spending countless hours on manual prospect research and outreach. Agentic AI is changing this landscape by automating the most time-intensive aspects of prospecting while making interactions more personalized and effective than ever before.
Here’s how:
- Intelligent lead scoring: Advanced algorithms analyze vast datasets of customer behaviors, interactions, and market signals to automatically identify and prioritize the most promising leads, allowing sales teams to focus their energy where it matters most.
- Data-driven personalization: AI agents craft highly tailored outreach campaigns by synthesizing prospect data, past interactions, and industry trends to create messaging that resonates on an individual level.
- Automated account management: Proactive monitoring of customer accounts to predict churn risks, identify up-sell opportunities, and maintain engagement through automated but personalized touch points.
- Real-time sales intelligence: AI-powered dashboards provide sales representatives with actionable insights about prospect behavior, helping them make informed decisions about when and how to engage.
- Multi-channel engagement optimization: Smart analysis of prospect engagement patterns across channels to determine the optimal timing, medium, and message for each interaction.
- Predictive pipeline management: Advanced forecasting capabilities that help sales teams anticipate deals at risk and identify which opportunities are most likely to close.
The result: Sales teams can see higher conversion rates, reduced time spent on manual prospecting, and more meaningful customer relationships built on data-driven insights rather than gut feelings. This optimizes sales cycles and leads to increased revenue—and sales representatives who can focus on what they do best: building relationships and closing deals.
3. Supply chain and logistics
Today’s supply chains demand solutions that can process vast amounts of data and make split-second decisions. Agentic AI is improving this space by creating self-optimizing supply chains that can predict, adapt, and respond to changes in real-time, far beyond what traditional automation could achieve.
Here’s how:
- Predictive demand analysis: Advanced AI models process historical data, market trends, and external factors (like weather patterns or social media sentiment) to forecast demand with better accuracy, helping businesses stay ahead of market shifts.
- Intelligent route optimization: Real-time analysis of traffic patterns, weather conditions, and delivery windows to automatically determine the most efficient delivery routes, reducing both costs and environmental impact.
- Dynamic inventory management: AI-powered systems that continuously monitor stock levels across locations, automatically adjusting ordering patterns based on demand fluctuations, and preventing costly stock-outs or overstock situations.
- Supplier risk assessment: Continuous monitoring of supplier performance, market conditions, and global events to identify potential disruptions before they impact operations, allowing for proactive mitigation strategies.
- Automated procurement intelligence: Smart systems that analyze market prices, supplier performance, and internal needs to automatically trigger purchases at optimal times and prices.
- Predictive maintenance scheduling: AI agents that monitor equipment performance and predict maintenance needs before failures occur, minimizing costly downtime.
The result: Companies achieve more efficient supply chains with reduced operational costs, improved delivery times, and enhanced customer satisfaction. Benefits include more resilient operations, better inventory management, and a significant competitive advantage in the market.
4. IT operations and workflow automation
Agentic AI is recasting IT operations by creating systems that can predict, prevent, and resolve issues autonomously, fundamentally changing how organizations manage their technical infrastructure.
Here’s how:
- Intelligent system monitoring: AI agents continuously analyze system performance metrics, user behavior patterns, and potential security threats across the entire IT infrastructure, providing insights to employees and automated responses to emerging issues.
- Predictive problem resolution: Advanced algorithms identify potential system failures or bottlenecks before they impact operations, automatically implementing fixes or alerting IT teams with detailed solution recommendations.
- Automated security management: Real-time threat detection and response capabilities that go beyond traditional rule-based systems, learning from new attack patterns and automatically implementing defensive measures for the team.
- Smart resource allocation: Dynamic adjustment of computing resources based on actual usage patterns and predicted demand spikes, ensuring optimal performance while minimizing costs.
- Workflow intelligence: AI-powered analysis of business processes to identify bottlenecks, suggest improvements, and automatically implement optimizations where possible.
- Self-service enhancement: Intelligent AI assistants that can handle routine IT requests and troubleshooting, learning from each interaction to improve future responses.
The result: Organizations experience significantly reduced system downtime, faster issue resolution, and more efficient resource utilization. IT teams can shift their focus from routine maintenance to strategic initiatives, while employees enjoy more reliable systems and faster support response times.
5. Marketing personalization
Gone are the days of one-size-fits-all marketing campaigns. Agentic AI is enhancing how brands connect with their audiences by enabling true one-to-one personalization at scale, upleveling generic messaging into highly targeted, contextually relevant experiences that evolve in real-time based on customer behavior.
Here’s how:
- Cross-channel personalization: Intelligent systems that maintain consistent, personalized messaging across all customer touch points while adapting to channel-specific requirements and user preferences.
- Predictive journey mapping: Advanced analytics that anticipate customer needs and automatically adjust marketing touchpoints, ensuring the right message reaches the right person at the optimal moment in their journey.
- Campaign optimization: Continuous monitoring and automatic adjustment of campaign parameters, creative elements, and targeting criteria to maximize performance without human intervention.
- Smarter budget allocation: AI-driven analysis of campaign performance that automatically redistributes marketing spend to the highest-performing channels and audiences in real-time.
- Behavioral intent analysis: Sophisticated processing of customer interactions to predict future behaviors and automatically trigger relevant marketing actions before customers even express their needs.
The result: Marketing teams can achieve higher engagement rates, conversion rates, and better ROI on their marketing investments. Customers receive more relevant, timely communications that actually add value to their experience, leading to increased brand loyalty and CLV (Customer Lifetime Value).
Agentic AI use cases in four key industries
Agentic AI is improving direct-to-consumer interactions by creating personalized, efficient, and seamless experiences across multiple sectors. Here’s a detailed examination of how agentic AI affects four key industries:
1. Retail
Retail is being redefined by AI that creates hyper-personalized shopping experiences in channels like eCommerce while streamlining operations.
Here’s how:
- Proactive and personalized shopping assistance: AI agents that provide proactive, real-time advice and product recommendations based on individual preferences and past purchases.
- Customer service automation: Intelligent AI agents that handle inquiries, returns, and provide product information 24/7.
- Cart abandonment prevention: Smart systems that identify and address potential checkout issues before they lead to abandonment.
The result: Higher conversion rates, reduced cart abandonment, better CSAT, enhanced resolution rates, and improved customer loyalty through AI-driven shopping experiences.
Learn how a national furniture retailer reduced escalations to human agents by 33% with Quiq. Get case study >
2. Travel
The travel industry is leveraging agentic AI to create more seamless journeys.
Here’s how:
- Real-time travel assistance: Smart systems that provide customers with on-the-go support and recommendations during trips.
- Personalized experiences: AI-driven recommendations to customers for activities and experiences at destinations.
Intelligent trip planning: AI agents that create customized itineraries based on preferences, budget, and travel history. - Price prediction: Advanced algorithms that forecast flight and hotel prices to recommend optimal booking times to the customers.
- Disruption management: Automated systems that predict and respond to customers’ travel disruptions with alternative solutions.
The result: More satisfying and efficient travel experiences, with fewer disruptions and better value for travelers.
3. Hospitality
Agentic AI enables hotels and restaurants to deliver superior service while improving operational efficiency.
Here’s how:
- Smart concierge services: AI agents that provide 24/7 guest support and personalized recommendations.
- Room customization: Automated systems that adjust room settings based on guest preferences.
- Schedule optimization: Intelligent back-of-house systems that manage staffing, inventory, and maintenance schedules.
- Guest experience prediction: AI analysis of guest data to anticipate needs and prevent issues.
The result: Enhanced guest experiences, improved operational efficiency, and higher satisfaction rates across all service touchpoints.
Check out how Accor doubled intent-to-book metrics with Quiq’s AI. Read case study >
4. Financial services
AI agents are revitalizing financial services by delivering 1:1 financial guidance and automated wealth management solutions.
Here’s how:
- Personal financial management: AI-powered advisors that provide customers with customized investment strategies and budgeting recommendations based on individual financial goals and risk tolerance.
- Investment automation: Smart portfolio management systems that automatically rebalance and optimize investments for customers.
- Fraud prevention: Intelligent behind-the-scenes systems that detect and prevent unauthorized transactions in real-time.
- Credit decisioning: Automated assessment of creditworthiness using alternative data points and behavioral patterns.
The result: More accessible financial services, improved security, and personalized wealth management solutions for consumers at all levels.
Final thoughts on agentic AI use cases
Agentic AI offers exciting opportunities for efficiency, innovation, and growth. Those who embrace agentic AI will find themselves better positioned to meet evolving customer expectations and market demands.
The technology’s ability to automate complex tasks while maintaining a human touch, as demonstrated by what you can build in Quiq’s AI Studio platform, showcases its potential to revitalize business operations across industries. From customer service to sales, from supply chains to marketing, agentic AI is proving its value in driving business success.
To stay competitive and support consumers’ growing preference for quick self-service resolutions, organizations must consider how agentic AI can enhance their operations and drive growth. Get in touch with us today for a demo on how Quiq’s agentic AI can help your business move the CX metrics that matter most to you.
