ISG Software Research Analyst Perspectives

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How Contact Centers Will Use Agentic AI for CX

Posted by Keith Dawson on 27 August 2025

I am struck by the blizzard of software announcements this year describing new features for CX tools that are “agentic,” meaning autonomous tools take actions without (much) human intervention. Industry conversation about agentic AI has proceeded ahead of clarifying definitions and a sense of how it fits on a continuum of rapid AI development.

Topics: Analytics, Contact Center, Personalization, Customer Experience Management, Generative AI, Customers and CX - Business & Technologies, Agentic AI, Transformation, Disruption