What is agentic AI? How AI agents are transforming customer support

Agentic AI represents a significant advancement in customer support technology by enabling systems to take autonomous actions, manage tasks, and pursue goals with minimal human intervention. Unlike traditional chatbots or generative AI, which primarily respond to queries or generate text, agentic AI can understand context, make decisions, and complete tasks, thereby transforming the way businesses engage with customers. This ability allows agentic AI to perform complex operations such as troubleshooting, updating records, and following up with customers, all autonomously. Twilio, a leader in cloud communications, is at the forefront of integrating agentic AI into its platforms, offering businesses the tools to automate routine tasks, empower human agents, and enhance customer experiences across multiple channels. By doing so, agentic AI not only increases the efficiency and productivity of support teams but also improves customer satisfaction by ensuring quicker and more accurate resolutions.

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