According to experts, agentic AI represents the next stage in the evolution of artificial intelligence. Emerging in the second half of 2024, this technology is now being embraced by various industry players, with new solutions entering the market. AI agents have the potential to transform multiple sectors, including customer service.
AI Agents: The Future of AI Evolution
At the end of last year, we attended a conference in California led by strategic advisor Anat Baron, who discussed the future of AI and its next major advancements. One of the key developments highlighted was the growing role of AI agents.
Unlike traditional AI systems and simple chatbots that operate based on predefined patterns, AI agents focus on contextual reasoning, explained Anat Baron:
“They can perform tasks such as writing code, booking travel, and taking actions autonomously on your behalf. So you’re not just talking to them or with them to get information. They’re actually doing things for you.”
For Gregg Willsky, Principal Analyst, Enterprise Technology & Services at GlobalData::
“Agentic AI, which debuted in the second half of 2024, represents the next big phase of artificial intelligence. It stretches beyond content generation, featuring agents that autonomously perform tasks—ranging from simple to complex—on behalf of users. Capable of making decisions and adapting to new information or changing circumstances, agentic AI operates without human intervention.”
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Personal AI Agents on the Market
Major tech companies are already developing advanced AI agents and offering personal AI assistants tailored to specific industries.
- Salesforce with AgentForce,
- Microsoft with Copilot,
- Zoom with AI Companion,
- Cisco with Cisco AI Assistant in Webex Suite
- OpenAI, through its Strawberry project, is prototyping AI systems capable of reasoning.
Customer Service
According to a French study conducted at the end of last year, the three sectors most impacted by AI are customer service, followed by IT and marketing.
So it’s no surprise that customer service could be one of the first sectors where AI agents are widely adopted. A new solution has recently entered the market to address this trend.
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Cloud-based communications company RingCentral has launched RingCentral AI Receptionist (RingCentral AIR), an AI-powered phone agent designed to enhance the customer experience by answering inquiries and handling basic tasks on behalf of users.
According to Willsky,
“With AI Receptionist, RingCentral is continuing its very aggressive tempo of compiling AI-infused features in its overall portfolio. Relatively recent enhancements to the RingCX contact center solution help agents raise customer satisfaction by delivering a more positive customer experience and enable supervisors to address agent roadblocks.”
RingCentral AIR is currently available to select U.S. businesses during a controlled availability phase, offering a one-month, 100-minute free trial. A wider rollout is planned for the second quarter (Q2) of 2025.
However, uncertainties remain regarding the exact rollout timeline, pricing, and broader availability.
