Customer Agents: The GenAI Series

Explore our series on seven perspectives that help businesses harness GenAI Agents. Deloitte forecasts that 25% of companies will be running agentic AI pilots by the end of 2025, rising to 50% by 2027, so the focus has shifted from whether to adopt agentic AI to how to capture real value from it.

The AI Customer Agent series provides a practical roadmap for designing modular customer-facing agents that scale and deliver measurable results. The series covers the end-to-end process of design, implementation and value capture.

What is the difference?

• AI agents are autonomous systems that plan, reason and act across multiple steps to achieve broader, long-term goals.
• AI customer agents are specialised chatbots and voicebots that manage customer interactions and specific service tasks.

Key distinction: autonomy and scope, with agentic AI supporting broader decision-making and customer agents focusing on task-oriented interactions.

Read the series to start turning agentic potential into tangible business value.