Key Takeaways:
- 1. Agentic AI, capable of planning, acting, and adapting toward defined goals, is the latest innovation in customer experience automation.
- 2. Businesses are leveraging AI agents to handle complex service interactions, support employees, and scale seamlessly to meet customer demands.
- 3. The future of customer experience technology lies in outcome-oriented design, focusing on transparency, safety, and scalability.
NiCE Automation, in partnership with AI, is revolutionizing customer experience through agentic AI that can plan, act, and adapt towards goals. This transformative technology allows businesses to enhance service interactions, support employees, and scale as needed. However, challenges such as testing non-deterministic systems and balancing safety with flexibility must be addressed. Neeraj Verma emphasizes the shift towards outcome-oriented design as the future of customer experience automation.
Insight: Verma highlights the evolution in customer experience automation towards flexible, generative systems, stressing the importance of risk mitigation, guardrails, and measuring success. Companies focusing on transparent, safe, and scalable tools are poised to succeed in the new era of customer experience technology.
This article was curated by memoment.jp from the feed source: MIT Technology Review.
Read the original article here: https://www.technologyreview.com/2025/09/16/1123592/de-risking-investment-in-ai-agents/
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