IDC Spotlight Report – Customer Service
Leveraging Agentic AI to Enhance Agent Productivity and Customer Experience in Contact Center Operations
A new era for Customer Service: agentic AI is here
Discover how agentic AI is reshaping customer service—boosting agent productivity, enhancing customer experience, and driving strategic growth.
Contact centers are on the brink of a major transformation. While generative AI (GenAI) has already begun to streamline operations and personalize customer interactions, a new wave of innovation is emerging: agentic AI.
In this IDC Spotlight—Leveraging Agentic AI to Enhance Agent Productivity and Customer Experience in Contact Center Operations—you'll explore how agentic AI goes beyond automation—bringing reasoning, planning, and autonomous action to customer service.
Key insights include:
- Why 66% of enterprises are still in early stages of agentic AI adoption—and what that means for competitive advantage.
- How agentic AI complements GenAI to deliver smarter omnichannel self-service and real-time support to human agents.
- How IBM watsonx Orchestrate empowers organizations to deploy intellingent AI agents that are secure, scalable, and grounded in enterprise knowledge.
Download the IDC Spotlight to learn more about how agentic AI can help you.
A new era for Customer Service: agentic AI is here
Discover how agentic AI is reshaping customer service—boosting agent productivity, enhancing customer experience, and driving strategic growth.
Contact centers are on the brink of a major transformation. While generative AI (GenAI) has already begun to streamline operations and personalize customer interactions, a new wave of innovation is emerging: agentic AI.
In this IDC Spotlight—Leveraging Agentic AI to Enhance Agent Productivity and Customer Experience in Contact Center Operations—you'll explore how agentic AI goes beyond automation—bringing reasoning, planning, and autonomous action to customer service.
Key insights include:
- Why 66% of enterprises are still in early stages of agentic AI adoption—and what that means for competitive advantage.
- How agentic AI complements GenAI to deliver smarter omnichannel self-service and real-time support to human agents.
- How IBM watsonx Orchestrate empowers organizations to deploy intellingent AI agents that are secure, scalable, and grounded in enterprise knowledge.
Download the IDC Spotlight to learn more about how agentic AI can help you.