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Welcome to the age of agentic AI. Executives are discussing its potential. Vendors are outdoing each other with definitions. Teams from various industries are trying to figure out what this means for their business today, not just in the distant future.

The momentum of agent-based AI is growing. Although it's still in its early stages, the enthusiasm is undeniable. And its potential to redefine the way we work is becoming clearer every day.

Amidst all the commotion, this legitimate question arises: What does "agentic" really mean, and why should executives in the customer experience (CX) sector concern themselves with it?

Here's the simple answer: Agentic AI doesn't just react, it acts. It understands intent, makes decisions, and takes the next step toward achieving the goal—all without constant human intervention. Companies are exploring this shift, and strong guidelines are essential to ensure trust, reduce risk, and maintain control.

This is a significant development in the current use of artificial intelligence (AI) within businesses. Normally, AI simply follows static rules or scripts. Agentic AI, on the other hand, adapts in real time and selects the best action based on context, objectives, and desired outcomes.

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