A powerful shift is reshaping customer experience: the partnership between agentic AI and human experts. This Think Tank panel hosted by former CNBC Anchor Nancy Hungerford featuring Mike Lytle, CEO of TP USA, Joshua Freedman, CEO of Six Seconds, and Professor Xiaoming Liu from Michigan State University highlighted how this collaboration is creating a better future for customer interactions.
Agentic AI is perfectly suited to handle the heavy lifting of transactional work, which are the repetitive, data-driven tasks that can diminish a service environment. By managing background efficiencies and providing instant access to information, AI clears the path for a more focused human interaction.
Agentic AI and TP Experts work together dynamically. AI assists on transactional tasks and then hands off seamlessly to human experts when complexity, judgment, or empathy is required.
What is the impact of agentic AI on experts' tasks?
The impact lies in the precision of the AI-to-human transition. When a customer's issue requires nuanced understanding, complex problem-solving, or genuine empathy, the AI steps back and the human expert steps in. The human touch remains irreplaceable for interpreting the emotional and cultural context of a conversation, something an algorithm cannot fully do.
This collaborative approach empowers humans. The ideal technology becomes "invisible," a silent assistant that amplifies their natural abilities without getting in the way. AI can offer real-time feedback, even detecting subtle shifts in a customer's tone of voice to help humans adapt their approach and improve the interaction's outcome.
In the panel, it became evident that the human expert always remains in command. While AI can present data and suggest options, the ultimate judgment call rests with the person who is actively listening and engaging. This ensures that the final interaction is not just efficient, but also thoughtful and empathetic.
By combining the speed of AI with the art of human connection, TP continues to build a smarter, more compassionate standard for customer experience. Explore how agentic AI is shaping the future of CX. Watch the full Think Tank discussion now.
