Embracing Agentic AI: The Next Frontier in AI-Driven Customer Experience

Agentic AI is a form of artificial intelligence that can independently make decisions with limited human input. Nowadays, it is widely used in customer support roles to offer 24/7 predictive customer assistance in multiple languages. Agentic AI even continuously improves itself and involves humans only for complex or sensitive cases.

Your customers don’t care whether it’s 3 AM or Christmas morning. They just want their answers! And that too with minimum waiting times. Studies show that the average response time for customer service chats is just 2 minutes and 40 seconds!

In 2025, can businesses meet these high customer expectations? Yes, they have found a solution! Studies show that by 2025, about 85% of all customer interactions will be handled by AI agents. Among them, “Agentic AI” stands out and has increased customer satisfaction levels by as much as 25%. 

Is it effective? Yes, companies adopting it report that 85% of their customers walk away with positive support experiences. So, are you interested? In this article, you will first learn what Agentic AI is and how it differs from traditional AI. Next, you will see how Agentic AI works in customer support departments and check out some real benefits it offers. 

What is Agentic AI?

Agentic AI (also called autonomous AI) is a type of artificial intelligence that can work independently with little or no human input. This is an advanced form of AI that is not restricted to just giving suggestions. Instead, it can plan, make decisions, and take actions.

In 2025, several D2C companies and consumer brands earning $5M+ revenue are using it in their customer service department. Agentic AI could:

• Answer customer emails
• Route complex issues to the right team member
• Learn from past interactions
• Improve its responses over time

Agentic AI vs. Traditional AI

How Does Agentic AI Work in Customer Support?

Agentic AI defines the future of customer experience (CX)! Studies show that nearly 80% of organizations are currently using AI agents for customer support, and 96% plan to expand their deployment in 2025.

But why? Agentic AI is designed to not just “assist” but “act”. Instead of waiting for instructions each time, it can understand:

• What needs to be done
• Choose the right steps
• Carry them out (execution)

For more clarity, let’s understand how this CX automation works in simple steps:

Step I: You Define the CX Automation Scope

You define what you want the AI to achieve. Usually, this is related to:

• Answering common customer questions
• Handling refund or order status requests
• Escalating complex issues to a human agent.

Now, the deployed Agnetic AI model will operate in your business based on this defined scope. 

Step II: Agentic AI Understands Customer Intent

Let’s say a customer reaches out (via email, chat, or form). Now, the AI analyzes the message to determine the intent, such as:

• “Track my order,”
• “Report a problem” 
• “Ask about a product.”

Step III: Agentic AI Chooses or Builds the Right Workflow

If you already have a workflow (such as a process for handling refund requests), the AI will follow it step by step. However, if no clear process exists, the AI can create a new one by combining available tools and information.

Step IV: Agentic AI Takes Action

As mentioned before, the AI doesn’t just suggest! Instead, it acts independently following the defined workflow (created/ followed in Step III). Some common actions AI in CX can take are:

• Sending a tracking link.
• Updating a customer account.
• Creating a support ticket.
• Drafting a reply and sending it directly.

Furthermore, artificial intelligence customer service is highly adaptable. If a process or customer request changes midway (for example, a customer cancels their refund request), the AI adjusts its approach instead of failing.

Step V: Check with Humans (When Needed) and Keep Improving

For unclear, sensitive, or unusual cases, the Agentic AI will ask a human agent for approval or hand over the case completely. Moreover, the AI keeps on reviewing customer outcomes and adjusts its future actions. So, it gradually becomes better at handling similar issues.

4 Major Benefits of Using Agentic AI in 2025!

Studies show that companies using Agentic AI report an average 30 to 50% reduction in customer service costs. Furthermore, these systems lower staffing costs by:

• Deflecting up to 70% of Tier-1 support tickets

and

• Increasing the ticket handling ability of businesses by 200 to 300% (without proportional staffing increases). 

That’s why about 85% of enterprises have implemented Agentic AI in at least one workflow. Want to learn how Agenctic AI can support your customer department? Check out these four major benefits you can realize via CX automation in 2025:

1. Give 24/7 Predictive Service To Your Customers

Most customer service today is reactive! Your team responds after a customer reports an issue. Now, Agentic AI changes this by moving to “predictive” service. This means the AI can:

• Track patterns
• Spot potential problems
• Take action before the customer even asks

For example, say there’s a shipping delay. The AI model can notify customers with updates instead of waiting for complaints. 

Furthermore, it also works 24/7. So, whether it’s late at night or during peak seasons, your customers will be assisted.

2. Agentic AI Supports Omnichannel Messaging Solutions

Customers don’t think in terms of “channels” like email, chat, or social media. They start on one and continue on another (expecting the conversation to carry over). The current problem? Traditional systems treat each message separately. So, customers often have to explain their issue multiple times. 

But Agentic AI removes this issue. It keeps track of the 100% conversation across multiple platforms. So, a complaint made on social media can be resolved over email without the customer having to repeat details. 

3. Offer Multilingual Support To Your International Customers

As a D2C company or consumer brand operating in multiple regions, such as the US, UK, and Australia, you must have customers from different regions speaking different languages. Now, if you plan to hire multilingual staff for each language, it is highly expensive. 

Here again, Agentic AI removes this barrier by using advanced language models to understand and respond in multiple languages. This means your customers in Spain, India, or the U.S. can all get consistent support without confusion. You don’t need to maintain separate teams for each language. 

Furthermore, the AI in CX can even detect tone or emotions, such as frustration or confusion. Based on this understanding, it either:

• Adjusts its responses 

or

• Passes the case to a human when empathy is required.

4. Give Personal Attention To Your Every Customer

Customers dislike being treated like ticket numbers! Instead, they want to feel recognized. Agentic AI makes this possible by remembering past interactions and preferences. Let’s see how AI personalization usually happens:

This creates a sense of “personal attention” for every customer. The result? Better relationships + repeat business.

Achieve CX Automation with Atidiv in 2025! Outsource Customer Support and Save Up to 60%

By now, you must have realized that Agentic AI is not just a tool for answering questions! Instead, it is a system that can handle your 100% customer support department with minimal human input. 

In 2025, several D2C companies and consumer brands (earning $5M+ revenue) are using it and enjoying these benefits:

• Minimized customer resolution times
• Multilingual support and 24/7 availability
• AI personalization
• Reduces the rate of escalation to higher support tiers
• Minimum operational overhead

Feeling Agentic AI is confusing? You can outsource your customer support department to Atidiv. With 15+ years of expertise, Atidiv follows a human + AI approach to deliver the best CX. Our expert team offers several services, such as AI voice support, inbound and outbound call center services, social media support, email answering services, and more.

Give your customers the best! We have a 98% QA score and a 4.8 CSAT rating. Book a free consultation call today to learn how we can help you.

Agentic AI FAQs

1. Can Agentic AI replace my human support team?

No! Agentic AI can only handle repetitive tasks and routine questions. While this technology can free up your staff’s time and reduce workload, you will still need human agents to handle complex and sensitive issues. 

2. How much control will I lose if Agentic AI makes decisions on its own?

You don’t lose control! Agentic AI can be configured with rules for “when to act” and “when to seek human approval”. For example, 

• AI auto-handles refunds under a set value (say up $75).
• But it escalates high-value or sensitive cases.

In this way, you benefit from CX automation while still staying 100% in control. 

3. What if my customers don’t trust AI handling their queries?

Customers usually don’t ask “Is this AI?”. Instead, what they care about is:

• 100% accurate responses
• Minimum waiting times
• Empathy and professionalism

Now, Agentic AI can remember context and save your customers from repeating their problems multiple times. Also, it can assist 24/7 in multiple languages. All of this significantly boosts CX.

4. How Much Money Can I Save With Agentic AI in 2025?

Agentic AI reduces escalations and handles routine issues without human input. Studies show that it can reduce support costs by up to 50%. This usually happens due to:

• CX automation
• Fewer staffing needs
• Lower overhead costs (such as office rentals or employee benefits.