Report cover image

Analyst Perspective on Agentic AI

Publisher Frost & Sullivan
Published May 14, 2025
SKU # MC20037487

Description

Although artificial intelligence (AI) has been around for decades, and the contact center industry has been leveraging it for years, recent advancements in AI have rapidly accelerated. The latter half of 2024 spouted industry excitement for next-level GenAI - agentic AI, also sometimes called autonomous AI. Agentic AI can act as the glue for orchestrating complex processes across data silos, adapting in real-time, in innumerable applications – both inside and outside of an organization, in concert with other digital agents, bots, robots and humans.

The precursors to agentic AI, while capable, were primarily constrained by rules-based workflows and did not act independently, as in proactively making decisions or carrying out tasks and creating workflows on their own. Before the addition of LLMs, we did what we could to make self-service more human-like in quality and capability. The maturation and use of increasingly more capable LLMs lead us towards a digital workforce that can act autonomously, with little human intervention. Designed with input on the user’s mission or vision, along with context on the issue or situation, they can gather information, analyze, plan, make decisions, and act on behalf of the user and act more like the user.

So, what is agentic AI, and how does it differ from GenAI, ChatGPT, and the rest? This insight is an analyst’s perspective on agentic AI and what businesses and solution providers should expect throughout the 2025-2027 timeframe.

Table of Contents

Strategic Imperatives for the Development of Agentic AI in the Contact Center as a Service CCaaS Industry
Context and Definition: What is Agentic AI and How is it Different?
Foundational Models
Is Agentic AI a Next-gen Copilot?
Agentic AI Systems
AI Tech Stack is Varied
Benefits/Drivers
Adaptability
Better Understanding of Customer Sentiment and Intent
Self-learning and Knowledge Management
Personalization
Compliance
Proactivity
Driving Towards Digital
Agentic AI Opens Up Tantalizing Use Cases
Customer Service
HR – Recruitment, Hiring, Onboarding, Coaching, and Training
Field Service
IT/Networking/Security
Fraud Detection/Prevention

Pricing

Currency Rates
How Do Licenses Work?

How Do Licenses Work?

The primary function of a report license is to define how many people within a company are authorized to use the purchased report. This is separate to how a report might be delivered. Unless specifically identified otherwise, the purchase option is Single User. Below is a helpful description of that license, along with a sampling of others most commonly offered.

  • This license allows only one user to have access to and to use/read the report. It is not one user at a time or one user group; it is an individual who will be reading and utilizing the report.

  • This license allows for the entire purchasing company to read and use the report. This is the license level that would allow for a report to be placed on an internal company shared drive for access by all employees of that direct company. This license does not extend to parent or sister company use.

  • This license is designed to allow an entire department within a company full access to a report. The departmental license is a great option for companies that have more than one location and the department is spread out all over the country/world

  • This license is for companies that have one location where they want the report to be accessible by all employees within that physical location.

  • This is the most flexible of the licensing options. Some publishers will allow you to get a license for a preset number of people (typically 5). These licenses are ideal for small work groups.

License options are at the discretion of each publisher. As such, not all licenses indicated above are available for every product. If you are uncertain of the best license for your needs or would like a license that is not proactively available, please contact us and we will be happy to assist.

Head shot

Questions or Comments?

Our team has the ability to search within reports to verify it suits your needs. We can also help maximize your budget by finding sections of reports you can purchase.
Chat Now
Contact Us