Generative AI and agentic AI have several use cases in the contact center, from handling routine and predictable customer interactions to coaching human agents through specific customer resolutions. As the year has unfolded, there has been a definite shift in user sentiment as AI proves its value to both agents and customers. Below are four stories illustrating how the newest customer experiences incorporate elements beyond the human agent.
<a href="https://bitcomme.com/tech-tuesday-best-crms-in-2026/” title=”Tech Tuesday: Best CRMs in 2026″>2026 may be the year of human and AI agent collaboration
Agentic AI moves past the capabilities of generative AI assistants to summarize, find possible solutions and act on them with human agent approval.Read the whole article here.
Why 2026 is a year of reckoning for contact centers
Enterprises can use agentic AI analytics to anticipate and act on customers’ concerns, changing how contact centers work.Read the whole article here.
AI in CX: More can be better — for agents and customers
AI agents help solve customer problems while helping human agents reduce stress.Read the whole article here.
Consumers warming to AI customer service agents
Customers prioritize fast, accurate and reliable service. AI agents help provide this by helping human agents find information and decide on next steps.Read the whole article here.
