Agentic AI can transform the role of copilots in customer engagement

Achieving effective customer engagement (CE) within the telecoms industry requires the navigation of a complex challenge. Telecoms operators must provide a personalised customer interaction to foster loyalty and satisfaction, while simultaneously ensuring that processes are efficient to manage cost and scale. However, increasing personalisation often comes at the cost of speed due to the need to spend more time and effort on each individual interaction.

CE solution vendors have been embedding AI copilots, which act as real-time intelligent assistants, into their software to address this challenge. These support human agents and enable them to offer personalised customer interactions more efficiently.

Recently, CE solution vendors have gone one step further and have started to introduce autonomous agents, known as agentic AI, to improve the customer experience (CX) without the need for human guidance at every decision point. This article explores the recent evolution of copilot tools, their various applications and the potential of agentic AI to drive further advances in CE efficiency.