From Cost Cutter to Concierge: The Evolution of AI in Customer Experience

For years, AI in customer service has been synonymous with efficiency. Businesses leaned on AI agents to reduce costs, deflect calls, and automate routine tasks. These agents were designed to streamline operations, not necessarily delight customers. But a new chapter is quickly unfolding.

We’re now entering the era of agentic AI with a new generation of intelligent systems that don’t just respond to commands but act with purpose, context, and autonomy. As highlighted in a recent CNBC interview with AI entrepreneur Adam Bialecki, brands are beginning to deploy AI not just as a support tool, but as a personal concierge that can guide, recommend, and even sell.

What Is Agentic AI?

Unlike traditional AI agents that operate within narrow parameters, agentic AI systems are designed to reason, plan, and take initiative. They can understand goals, make decisions, and adapt their behavior based on real-time data and customer context ...