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Agentic AI represents a paradigm shift in how enterprises can use AI for customer service automation. This new generation of AI agents can think, adapt and collaborate with other AI and human agents seamlessly, navigating complex queries with unprecedented flexibility, precision and hyper-personalization. Gartner expects that by 2028, 33% of enterprise software applications will include agentic AI.
This article dives into the hallmarks of Agentic AI and how it reimagines the way enterprise contact centers onboard and manage their AI workforce.
What Makes Agentic AI Truly Unique and Groundbreaking?
The most fundamental difference of Agentic AI compared to previous bot generations is its dynamic, humanlike reasoning capability powered by Large Language Models (LLMs).
Conventional bots rely on predefined conversation paths, meaning developers need to anticipate every step in the user interaction and plan a digression handling strategy accordingly.
Agentic AI can draw on the extensive amount of enterprise knowledge and stored customer information to dynamically adjust their responses based on every unique user input. AI agents can think, respond and react in real-time with an unmatched level of flexibility — in the exact same way a human would. It can decompose complex tasks, autonomously define the shortest path to resolution and work toward its goal.
This adaptability is transformative as it enables dynamic, responsive experiences never achievable before while maximizing successful resolution. There are no more conversation dead ends like “Sorry, I didn’t get that.” Every step of the way, the AI agent decides what to say, what to ask, what action to take, what tools to use and whom it should pass the conversation to if needed — be it another AI specialist or a human agent.
The Anatomy of a Cognigy’s AI Agent
Cognigy's Agentic AI consists of multiple layers, each crafted to enable powerful, adaptable, and goal-oriented interactions. Here’s a breakdown of the core components:
1. Cognitive Reasoning
AI agents use reasoning to evaluate user intent, contextual clues and available resources to determine the best response or action. This "cognitive and progressive reasoning" allows the Agent to pursue goals logically and adapt conversations dynamically based on real-time needs.
2. Foundational Knowledge
Foundational knowledge is powered by LLMs, which provide the Agent with a general understanding of language and common interactions. Cognigy allows flexibility in LLM selection, ensuring these foundational models align with enterprise needs, such as multilingual capabilities and compliance adherence.
3. Base Skills
Agents come equipped with base skills, which include handling small talk, switching languages and managing basic customer queries. These foundational competencies make interactions smooth and natural, laying a baseline for more specialized skills that can be added based on specific requirements.
4. Enterprise Knowledge
Enterprise knowledge consists of data specific to the organization, including FAQs, product details and policy information. Cognigy's Knowledge AI product supports a wide range of data sources, ensuring that the agent’s knowledge remains accurate and business-focused.
This grounding knowledge can be defined at both the agent and job level. The former refers to the general knowledge an AI agent possesses (such as basic company information and policies), regardless of the specific task it is performing. The latter pertains to the specific knowledge related to a particular role or task assigned to the agent, similar to how an organization employs different specialists for various domains.
5. User Memory
Memory functions allow the agent to remember information within a conversation (short-term memory) and across multiple interactions (long-term memory). Short-term memory enables the agent to retain information during a single conversation, while long-term memory can recall specific user details like past interactions or stated preferences for future engagements. This personalization creates a unique experience for each user.
6. Actions
The agent's "Actions" capabilities enable it to execute tasks such as updating records, triggering API calls or making bookings. Each action is associated with specific agent skills, and you can configure the solution to switch between agents based on task requirements. This setup allows for seamless task completion and handover, whether it’s transitioning between AI agents or escalating to a human for more complex issues.
7. Channels
Agentic AI agents can engage with users across a wide array of communication channels. They aren’t limited to text-based interactions but also support voice-based interactions with fully customizable voice profiles. This omnichannel presence ensures customers experience consistent, high-quality interactions regardless of how or where they engage with the agent.
A New World of Building and Managing an AI Workforce
Beyond transformative customer experiences, Agentic AI reinvents how enterprise contact centers deploy and manage their AI workforce.
Swiftly Onboard an Agent
Onboarding new AI agents is straightforward and intuitive, whether you want to create custom agents from scratch, hire ready-made agents from a job market, or upskill your existing agents with pre-configured jobs. From personas, knowledge sets and speaking style to data privacy settings and security measures, you have granular control over how the agent represents your brand and conforms with your enterprise requirements.
LLM-Powered Agent Design with Enterprise Control
Businesses no longer need to predict every turn in a conversation and specify every agent output. With Cognigy’s Agentic AI, you can design sophisticated AI agents simply by describing desired jobs and actions in natural language prompts.
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Rather than building and managing complex dialogue flows and scripts, developers can outline an agent’s persona, skills and response style intuitively — all while retaining complete control over agent behavior.
Our powerful LLM orchestration capabilities let you:
- Granularly decide which LLM to use for which job
- Manage default and customizable safety settings to prevent unauthorized actions and risks like jailbreaking
- Ground agent behavior within enterprise-verified knowledge
Flexibly Combine Agent Personas, Jobs and Actions
Cognigy’s dynamic framework allows businesses to mix and match any agent persona with any specific roles through job assignment. For example, an airline may configure a single agent to handle ticket rebooking, baggage inquiries, and loyalty programs or alternatively, assign distinct agents with different personalities to each specialized area. This modular setup means that as customer service needs evolve, businesses can easily redefine and update agent personas for any specific job at the click of a button.
Advanced AI2AI and AI2Human Collaboration
Cognigy brings teamwork to the digital realm with its advanced handover features, exemplifying the agentic behavior in Agentic AI. Each AI agent can autonomously transfer conversations to another AI with expertise in a specific task or escalate to a human when needed.
All AI agents share access to a unified user memory, which maintains context across interactions. This shared memory ensures that users receive a consistent experience, as each agent instantly understands prior interactions and preferences, regardless of who is handling the conversation. This setup creates smooth, contextual transitions that feel like a single, consistent interaction.
Fully Leverage AI
Agentic AI is one of Gartner’s top technology trends for 2025. Gartner predicts that Agentic AI will give AI more agency to accomplish tasks and generate business value, rather than merely generate content. A big leap in Cognigy’s product innovation, Agentic AI is not just an add-on, but an integral component that seamlessly integrates with every other powerful capability within the Cognigy.AI platform.
Only Cognigy allows builders to leverage the dynamic power of LLMs and unrestricted control over custom workflows, data integrations and multimodal communication. This composability lets creators design experiences with advanced interactions, such as embedding a web app or manipulating real-time conversation streams — unlocking truly customized, impactful customer journeys.
See how Cognigy’s Agentic AI can elevate your contact center at cognigy.com.
