A practical discussion on AI adoption, customer expectations and business transformation.
Agentic AI is generating significant attention, but what does it actually mean for organisations looking to improve customer experience, increase efficiency and deliver measurable business value?
In this episode of SCC Simplify, William Carver is joined by SCC’s John Faria and CTO Resonate (Unified Comms & Customer Engagement) Harkirat Degun to explore how Agentic AI is moving beyond traditional chatbots to help organisations resolve issues faster, automate routine tasks and deliver more consistent experiences across every customer channel.
The discussion cuts through the hype to focus on the realities of adoption, sharing practical examples, lessons learned and advice for organisations looking to get started.
What you’ll learn
- How Agentic AI differs from traditional chatbots, and why it’s capable of taking action rather than simply responding to questions.
- Where organisations are already seeing value, from IT service desks and contact centres to multilingual and 24/7 customer support.
- Why successful AI projects start with clear business outcomes, strong data foundations and a phased approach to adoption.
- How to build a compelling business case by improving customer satisfaction, reducing operational costs and freeing employees to focus on higher-value work.
Whether you’re a CIO, CTO, customer experience leader or business owner, this episode offers practical insight into how Agentic AI can enhance customer engagement, empower employees and deliver meaningful business outcomes.