Global research and advisory firm Gartner recently stated that most brands will use agentic AI to deliver streamlined one-to-one interactions by 2028. It’s easy to see why the prediction was made, as agentic AI not only offers personalized engagement but is also incredibly efficient and offers great contextual understanding.
However, for individual brands to succeed, they need to do more than simply provide agentic AI for interactions, but also go about it in the right way.
Most Brand Will Use Agentic AI For Interactions by 2028
According to Gartner predictions, 60% of brands will use agentic AI to facilitate one-to-one interactions by 2028. The company also says that this transformation in strategy will shift channel-based approaches to a new era of autonomous engagement with high levels of personalization.
Emily Weiss, a Senior Principal Researcher at Gartner, even goes so far as to say that “this marks the end of channel-based marketing as we know it”.
The Benefits of Using Agentic AI for Interactions
So just why is Gartner predicting that so many organizations are going to jump to agentic AI for one-to-one interactions? Well, because of the many benefits that it provides when it comes to improving interactions.
First, using AI agents boosts efficiency. It automates repetitive tasks that would’ve traditionally been handled by a person, and is able to deal with many common customer concerns without any human interaction. This frees up your human team to handle more detailed or pressing matters.
Agentic AI can also save companies money by speeding up certain business processes, lessening the need for as many customer support agents, and reducing human errors, which often come with costly corrections.
Enhanced personalization is another major benefit of handling interactions with agentic AI. The agents analyze customer data, past purchases, and real-time behavior to not only offer tailored product recommendations, but also helpful advice and other solutions relevant to the customer’s needs or preferences.
Finally, agentic AI also offers constant and consistent communication across channels. It’s able to offer support 24/7, and it retains the context of conversations across channels and over time, which eliminates the need for customers to repeat themselves or explain their issues to several human agents.
How Brands Can Succeed When Implementing Agentic AI
However, brands need to do more than simply adopt agentic AI for interactions, they need to ensure they go about it the right way. It’s important to fine-tune the approach and offer AI support that boosts customer experience and trust, not hurts them.
Some tips to keep in mind include:
- Using high-quality data. Agentic AI relies almost entirely on customer data, so you want to ensure the data you have on your customers is comprehensive and accurate. If not, your agentic AI efforts may fall flat and miss the mark entirely.
- Creating boundaries for what your AI can and cannot do. If not, it’s possible that the agentic AI may find ways to work around your existing policies or rules, which could be detrimental to your business.
- Implementing strong security and privacy features to ensure customer data is always kept safe at all times.
- Maintaining customer trust by always making it clear when a customer is interacting with AI, and never tricking them into thinking they’re speaking with an actual person when they’re not. Also, ensure you continue to give people the option to connect with a human agent, if they’d like.
While it’s impossible to know if Gartner is accurate with this 60% prediction, I believe agentic AI will have a huge role in customer interactions going forward. As a result, I think companies should have a plan and roadmap for implementing it successfully.
If not, they may be stuck playing catch-up when their competitors are already rolling out or using agentic AI successfully.
