Podcast ¦ Get out of wrap: 231 – Kevin McGachy of Sabio on Agentic AI

Key Take Aways

1. Agentic AI distinguishes itself from conversational AI by having decision-making capabilities that access multiple tools dynamically, rather than following scripted flows.
2. Deployment of agentic AI is currently most advanced in text-based channels such as email, where it can prioritise, categorise, and respond to queries proactively.
3. Organisational readiness — encompassing culture, data infrastructure, and compliance — is critical to successful implementation of AI solutions, particularly in regulated environments like financial services.
4. Human oversight remains essential; AI systems are monitored through rigorous quality assurance processes, with a layered approach involving supervisors and managers to validate outputs.
5. The evolution from generative AI to agentic AI involves a shift from understanding and responding based on scripts to making autonomous decisions, integrating multiple third-party tools.
6. In voice channels, there remains hesitance due to strict regulatory approval processes and concerns about losing control over responses.
7. Proactive customer engagement leveraging AI’s predictive capabilities can significantly reduce customer effort and create differentiated experiences.
8. ChatGPT’s explosion in popularity has heightened industry hype but also increased complexity in managing genuine, scalable AI deployment at scale.
9. A shift toward employee skill development is anticipated, with roles evolving from frontline agents to AI overseers and managers who understand both technology and operational nuances.
10. Deployment success hinges on small-scale trials, human-in-the-loop approaches, and gradual building of trust through controlled, measurable pilots.
11. The emphasis on low-effort customer journeys aligns with broader themes of frictionless experience, which are crucial for customer loyalty and satisfaction.
12. Data and organisational culture are fundamental; leveraging big data intelligently enables predictive intervention and proactive service delivery in a behavioural shift towards more anticipatory customer interactions.

Key Statistics

• The contact centre industry rigorously tracks every second of agent activity, reflecting high levels of scrutiny and quality control.
• AI deployments that involve human review typically achieve around 99% accuracy before scaling wider use.
• There is a gradual move towards AI management, with managers overseeing AI agents handling potentially hundreds of thousands of interactions weekly.

Key Discussion Points

• The speaker’s career transition from operational roles in contact centres to AI solution leadership illustrates the value of operational experience in tech deployment.
• Differences between conversational AI and agentic AI centre on decision-making autonomy and access to multiple tools for problem-solving.
• The importance of organisational readiness, covering data infrastructure, compliance, and culture, for successful AI implementation.
• Challenges in deploying agentic AI in voice channels stem from longstanding approval and quality assurance procedures.
• Organisational oversight of AI, including tracking, quality assurance, and escalation protocols, ensures safe and effective deployment.
• The integral role of skilled humans in managing, reviewing, and coaching AI systems as they manage increasing demand.
• The potential for proactive, rather than reactive, AI-driven customer engagement to transform service standards.
• The hype around AI’s capabilities juxtaposed with pragmatic considerations of feasibility and real-world applicability.
• The ongoing need for small-scale proof of concept, human-in-the-loop validation, and gradual expansion to build trust in AI solutions.
• The cultural shift needed to accept that AI might occasionally err, similar to human error, and how familiarity with such errors can foster trust.
• The role of big data and AI in moving from reactive to predictive, personalised customer interactions, such as pre-emptively informing customers of potential service disruptions.
• The strategic importance for financial services to adopt low friction, seamless customer journeys enabled by AI to enhance loyalty and reduce effort.

Podcast Description

This podcast explores the evolving landscape of AI in contact centres, focusing on agentic AI capabilities, deployment challenges, and transformative potential within regulated industries such as financial services. Hosted by a senior AI solutions expert, the discussion offers insights into practical implementation, organisational readiness, and future trends, emphasising low friction customer journeys and proactive service as key differentiators in a competitive environment.