Although 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 generative AI - 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.

• Why were the precursors to agentic AI constrained despite their capabilities, and what does the evolution of agentic AI mean for businesses and solution providers?
• How has the maturation and use of increasingly more capable large language models (LLMs) paved the way for growth and a shift towards a digital workforce that can act autonomously?
• How can agentic AI gather information, analyze, plan, make decisions, and act on behalf of the user, and act more like the user?