The Rise of AI in Customer Service

Artificial Intelligence (AI) has revolutionized the way companies interact with their customers, particularly in the realm of customer service. Two prominent types of AI in customer service are Agentic AI and Conversational AI, each offering unique advantages and capabilities.

Agentic AI: Taking Action

Agentic AI is focused on taking action and completing tasks. It excels at problem-solving and can handle complex interactions with customers. This type of AI is proactive in nature, making decisions and reasoning to provide efficient solutions.

Conversational AI: Interaction and Engagement

Conversational AI, on the other hand, is geared towards interaction and engagement. It is often seen in scripted chatbots that help with basic tasks like navigating a website or initiating service requests. Conversational AI excels at creating a personalized and interactive experience for customers.

Combining Agentic AI and Conversational AI

While Agentic AI and Conversational AI have distinct strengths, they can be even more powerful when combined. By leveraging the proactive nature of Agentic AI and the engaging capabilities of Conversational AI, companies can provide a seamless and efficient customer service experience.

The Future of AI in Customer Service

As AI continues to evolve, the possibilities for enhancing customer service are endless. By understanding the differences between Agentic AI and Conversational AI, companies can leverage the strengths of each to deliver exceptional customer experiences.