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Expert Q&A
Q&A | March 5, 2025
Customer Service Leaders Should Strategically Integrate Agentic AI to Enhance Efficiency and Redefine Service Roles
Customer Service and Support
As organizations and customers increasingly turn to agentic AI to automate customer service interactions, the strategic implementation of this technology becomes crucial for enhancing efficiency and reducing costs. However, the integration of agentic AI also brings about significant changes in workforce dynamics and service organization structures.
We spoke with Daniel O’Sullivan, Senior Director Analyst in the Gartner Customer Service & Support Practice, to discuss how leaders can effectively harness the potential of agentic AI, address workforce concerns, and equip themselves with the skills and strategies needed to thrive in this evolving landscape.