Not all AI is created equal, and with so many new technologies emerging it can be easy to mix up your terminology!
Here’s my quick explainer by what is meant when talking about Generative vs Agentic AI for contact centers:
🤖 Generative AI – Great conversational responses based on existing data held in your knowledge base. Think of it as a supercharged assistant that helps with suggestions and summaries.
🧠 Agentic AI – This takes it the next level. It doesn’t just generate content – it takes action. Agentic AI understands goals, plans steps, and executes tasks autonomously (within the parameters you’ve set!). Think real-time ticket handling or dynamic customer journeys without human intervention.
Want to bring agentic AI into your business? Speak to us at Talkative 🚀
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