Inside the coming era of AI agents that handle customer service on behalf of brands
kAmpx :D 492?8:?8 E96 @A6C2E:?8 >@56= 7@C 4FDE@>6C 4@>>F?:42E:@?D] r@?G6CD2E:@?D 2C6 ?@ =@?86C =:>:E65 3J 286?E 42A24:EJ @C 3FD:?6DD 9@FCD] %92E D9:7E 7F?52>6?E2==J 492?86D H92E 4FDE@>6C 4@?G6CD2E:@?D 42? 249:6G6[ 2?5 E96 G2=F6 E96J 4C62E6 7@C 6249 :?5:G:5F2= 4@?DF>6C]k^Am
kAmqFE >2?J 3C2?5D 92G6 ?@E 25;FDE65 E@ E92E C62=:EJ] qFD:?6DD6D @7E6? FD6 px E@ @AE:>:K6 7@C DA665 2?5 D42=6[ 92?5=:?8 >@C6 :?BF:C:6D[ 6?5:?8 :?E6C24E:@?D 72DE6C[ 2?5 C65F4:?8 4@DED] %96 F?56C=J:?8 >:?5D6E 92D ?@E 492?865[ 6G6? E9@F89 E96 E649?@=@8J 92D 6G@=G65] %@@ @7E6?[ >2?J 3C2?5D EC62E 4@?G6CD2E:@?D 2D D@>6E9:?8 E@ >2?286 C2E96C E92? >@>6?ED E92E 42? DEC6?8E96? C6=2E:@?D9:AD]k^Am
kAm%96 AC@3=6> H:E9 E9:D 2AAC@249 :D E92E D42=6 H:E9@FE 4@?E6IE 4C62E6D 72=D6 4@?7:56?46] (96? px D42=6D :?E6C24E:@?D H:E9@FE :?E6?E[ :E 2FE@>2E6D =@H\G2=F6 6?8286>6?E] rFDE@>6CD 86E 2?DH6CD[ 2?5 E96J >2J 6G6? 86E C6D@=FE:@?[ 3FE E96J 5@ ?@E 86E AC@8C6DD @C C6=6G2?46] x? a_ae[ E92E :D ?@ =@?86C DF77:4:6?E]k^Am
kAm%96 ?6IE A92D6 @7 px :? 4FDE@>6C 4@>>F?:42E:@?D H:== ?@E 36 567:?65 3J 9@H >2?J 4@?G6CD2E:@?D 3C2?5D 42? 92G6] xE H:== 36 567:?65 3J H96E96C 3C2?5D >66E 4FDE@>6C 6IA64E2E:@?D :? 6G6CJ :?E6C24E:@?] %9:D A6CDA64E:G6 3F:=5D @? E96>6D 6IA=@C65 :? k2 9C67lQ9EEADi^^D:?49]4@>Qm$:?49k^2mVD k2 9C67lQ9EEADi^^D:?49]4@>^3=@8^4FDE@>6C\4@>>F?:42E:@?D\AC65:4E:@?D^Qm!C65:4E:@?D a_aek^2m @? 4FDE@>6C 4@>>F?:42E:@?D[ =@@<:?8 >@C6 4=@D6=J 2E H92E E9@D6 D9:7ED >62? 7@C 9@H 4@?G6CD2E:@?D 2C6 567:?65[ >62DFC65[ 2?5 G2=F65]k^Am
k9bmw@H px :D 492?8:?8 H92E 2 4FDE@>6C 4@?G6CD2E:@? >62?Dk^9bm
kAmx? a_ae[ 4@?DF>6CD 6IA64E E92E E96:C 4@?G6CD2E:@? 9:DE@CJ :D 42CC:65 7@CH2C5 E@ 2== E96:C :?E6C24E:@?D H:E9 2 3C2?5] x7 E96J 4964<65 2? @C56C DE2EFD @G6C 492E J6DE6C52J 2?5 E96? 42==65 E@52J E@ FA52E6 E96:C 56=:G6CJ E:>6[ E96J 6IA64E E96 3C2?5 E@ 4@??64E E9@D6 >@>6?ED] %96J 2=D@ 6IA64E E96 3C2?5 E@ 2?E:4:A2E6 H92E E96J ?665 ?6IE[ H:E9@FE 36:?8 >256 E@ DE2CE @G6C]k^Am
kAm$:?49VD k2 9C67lQ9EEADi^^D:?49]4@>^DE2E6\@7\4FDE@>6C\4@>>F?:42E:@?D^Qm$E2E6 @7 rFDE@>6C r@>>F?:42E:@?D a_adk^2m C6A@CE 7@F?5 E92E dhT @7 4@?DF>6CD D2J :E :D :>A@CE2?E E92E :?7@C>2E:@? 7=@HD 36EH66? 492??6=D =:<6 6>2:=[ E6IE[ 492E[ 2?5 G@:46] %92E 4@?E6IE :D E96 5:776C6?46 36EH66? 2 4@?G6CD2E:@? E92E :D FD67F= 2?5 @?6 E92E :D 7@C86EE23=6]k^Am
kAmp 4FDE@>6C 4@?G6CD2E:@? 92D 6G@=G65 :?E@ 2? @?8@:?8 E9C625 E92E 42CC:6D 4@?E6IE[ >6>@CJ[ 2?5 :?E6?E 24C@DD E96 C6=2E:@?D9:A] p?5 H96? :E 5@6D ?@E[ E96 6IA6C:6?46 3C62<D 5@H? BF:4<=Ji g`T C6A@CE 2 ?682E:G6 C624E:@? H96? E96J 2C6 7@C465 E@ C6A62E :?7@C>2E:@?[ H:E9 >2?J 4:E:?8 7CFDEC2E:@? 2?5 =@DE ECFDE]k^Am
kAm%96 AC@3=6> :D E92E >@DE @C82?:K2E:@?D 2C6 ?@E D6E FA E@ >66E E9@D6 6IA64E2E:@?D] p44@C5:?8 E@ '2?5:E2 pC@C2[ 8C@FA AC@5F4E >2?286C 2E wF3$A@E[ 6G6? H96? 2 3FD:?6DD 92D >F=E:A=6 492??6=D :? A=246[ 7C28>6?E65 52E2 AC6G6?ED 4@?G6CD2E:@?D 7C@> 766=:?8 4@?E:?F@FD @C 4@96C6?E]k^Am
kAmQ(92E DE:== 766=D 7F?52>6?E2==J 3C@<6? :D E96 :D@=2E:@? @7 52E2 ]]] 6G6? E9@F89 J@F 92G6 2== E96D6 492??6=D[ E96 4@?E6IE :D ?@E D92C65[ 2?5 6G6CJ :?E6C24E:@? DE2CED 7C@> K6C@ 282:?[Q pC@C2 D2:5]k^Am
kAmr@?DF>6CD 6IA64E 4@?G6CD2E:@?D E92E C64@8?:K6 H9@ E96J 2C6 2?5 C6>6>36C H92E 92D 2=C625J 92AA6?65] ~?46 4@?G6CD2E:@?D 364@>6 4@?E:?F@FD 2?5 4@?E6IEF2=[ DF446DD 42??@E 36 >62DFC65 3J 9@H BF:4<=J E96J 2C6 D9FE 5@H?]k^Am
k9bm(9J 677:4:6?4J >6EC:4D ?@ =@?86C E6== E96 7F== ECFE9k^9bm
kAm|@DE @7 E96 >6EC:4D FD65 E@ >62DFC6 4FDE@>6C 4@?G6CD2E:@?D H6C6 56D:8?65 7@C 2 H@C=5 @7 D42C4:EJ] %96C6 H2D >@C6 :?3@F?5 56>2?5 E92? 2G2:=23=6 286?ED[ 2?5 >@C6 4@?G6CD2E:@?D E92? E:>6] x? E92E 6?G:C@?>6?E[ >6EC:4D =:<6 2G6C286 92?5=6 E:>6 Wpw%X 2?5 567=64E:@? >256 D6?D6] $A665 H2D E96 @?=J H2J E@ <66A FA]k^Am
kAmpx 492?86D E92E 6BF2E:@?] pD 4@?G6CD2E:@?D 364@>6 =6DD 4@?DEC2:?65 3J 42A24:EJ 2?5 >@C6 4@??64E65 24C@DD 492??6=D[ @AE:>:K:?8 AFC6=J 7@C DA665 >:DD6D E96 A@:?E] px 42? D9@CE6? :?E6C24E:@? E:>6[ 3FE E92E 5@6D ?@E 2=H2JD >2<6 :?E6C24E:@?D DF446DD7F=] x? >2?J 42D6D[ :E 5@6D E96 @AA@D:E6 3J 4@>AC6DD:?8 4@?G6CD2E:@?D E92E 24EF2==J ?665 >@C6 E:>6 2?5 4@?E6IE]k^Am
kAmp?5 E92E 86ED E@ E96 962CE @7 H9J =6824J 677:4:6?4J >6EC:4D ?@ =@?86C 9@=5] (96? px :D FD65 AC:>2C:=J E@ 5C:G6 567=64E:@? @C C65F46 92?5=6 E:>6[ E62>D >2J 9:E E96:C ?F>36CD H9:=6 >:DD:?8 E96 @FE4@>6 6?E:C6=J] p BF:4< :?E6C24E:@? E92E :8?@C6D 4@?E6IE 42? 766= 677:4:6?E :?E6C?2==J H9:=6 4C62E:?8 7C:4E:@? 7@C E96 4FDE@>6C]k^Am
kAm(92E >2EE6CD >@C6 ?@H :D H96E96C 2 4@?G6CD2E:@? 4C62E6D AC@8C6DDi s:5 :E >@G6 E96 4FDE@>6C 7@CH2C5n s:5 :E C65F46 F?46CE2:?EJn s:5 :E C6:?7@C46 E92E E96 3C2?5 F?56CDE2?5D H96C6 E96 4FDE@>6C :D 2?5 H92E E96J ?665 ?6IEn s:5 :E 4C62E6 >@C6 @AA@CEF?:E:6D 7@C 8C@HE9nk^Am
kAm|62DFC6>6?E 92D E@ 6G@=G6 244@C5:?8=J] }@E E@H2C5 >@C6 >6EC:4D[ 3FE E@H2C5 36EE6C BF6DE:@?D] x?DE625 @7 2D<:?8 9@H 72DE 2 4@?G6CD2E:@? 6?565[ =6256CD ?665 E@ F?56CDE2?5 H96E96C :E 4C62E65 4@?E:?F:EJ[ ECFDE[ 2?5 =@?8\E6C> :>A24E]k^Am
k9bmuC@> 4@DE 46?E6C E@ 8C@HE9 6?8:?6k^9bm
kAm(96? 4@?G6CD2E:@?D 2C6 56D:8?65 E@ 4C62E6 AC@8C6DD[ E96 C@=6 @7 4FDE@>6C D6CG:46 DE2CED E@ 492?86] $6CG:46 :?E6C24E:@?D DE@A 36:?8 EC62E65 2D 4@DED E@ >:?:>:K6 2?5 368:? E@ D92A6 9@H 4FDE@>6CD 766= 23@FE E96 3C2?5 =@?8 27E6C E96 :DDF6 :D C6D@=G65]k^Am
kAmp H6==\92?5=65 4@?G6CD2E:@? 42? C6DE@C6 4@?7:56?46 27E6C 2 AC@3=6> @C 96=A 2 4FDE@>6C >2<6 2 36EE6C 564:D:@?] xE 42? 2=D@ DFC7246 @AA@CEF?:E:6D E92E 86?F:?6=J 36?67:E E96 4FDE@>6C[ =:<6 2 E:>6=J C6>:?56C E@ C6@C56C D@>6E9:?8 E96J C6=J @? @C 2 C64@>>6?52E:@? 7@C 2 A=2? E92E 36EE6C 7:ED 9@H E96J FD6 E96 D6CG:46] %92E 42CC:6D G2=F6 6G6? H96? ?@ :>>65:2E6 D2=6 :D :?G@=G65]k^Am
kAm~G6C E:>6[ E9@D6 >@>6?ED 4@>A@F?5[ :?7=F6?4:?8 =@J2=EJ[ C6E6?E:@?[ 2?5 =@?8\E6C> G2=F6] %92E :D E96 D9:7E 7C@> G@=F>6 E@ G2=F6[ H96C6 DF446DD :D 567:?65 3J H92E 6249 4@?G6CD2E:@? 4@?EC:3FE6D E@ E96 C6=2E:@?D9:A] $66? E9:D H2J[ D6CG:46 364@>6D 2 8C@HE9 6?8:?6 3642FD6 :E 4@?D:DE6?E=J 62C?D ECFDE 3J 24E:?8 2E E96 C:89E >@>6?E[ @?6 4@?G6CD2E:@? 2E 2 E:>6]k^Am
k9bmp86?E\E@\286?E 4@>>F?:42E:@?i %96 ?6IE :?7=64E:@? A@:?E >@DE 3C2?5D 2C6 ?@E A=2??:?8 7@Ck^9bm
kAm~?46 3C2?5D DE2CE E9:?<:?8 @7 D6CG:46 2D 2 5C:G6C @7 =@?8\E6C> G2=F6[ E96 BF6DE:@? H:== DE@A 36:?8 9@H 4@?G6CD2E:@?D A6C7@C> 2?5 DE2CE 36:?8 H9@ E9@D6 4@?G6CD2E:@?D 2C6 24EF2==J 36EH66?]k^Am
kAm%@52J[ >@DE 4FDE@>6C 4@>>F?:42E:@?D 2C6 56D:8?65 2C@F?5 2 A6CD@? C6249:?8 @FE @? @?6 D:56 2?5 2 4@>A2?J C6DA@?5:?8 @? E96 @E96C[ H96E96C E9C@F89 2 9F>2? 286?E @C 2 32D:4 492E3@E] %92E >@56= :D 2=C625J DE2CE:?8 E@ 492?86] %96 ?6IE :?7=64E:@? A@:?E H:== 36 E96 D9:7E E@H2C5 286?E\E@\286?E 4@>>F?:42E:@?]k^Am
kAmx? E96D6 :?E6C24E:@?D[ E96 4FDE@>6C :?:E:2E:?8 E96 4@?G6CD2E:@? H:== ?@E 36 2 A6CD@? 2E 2==[ 3FE 2 A6CD@?2= px 2DD:DE2?E 24E:?8 @? E96:C 3692=7] x?DE625 @7 2 4FDE@>6C 4964<:?8 2? @C56C DE2EFD[ 7@==@H:?8 FA @? 2 >:DD:?8 A24<286[ @C 4@>A2C:?8 @AE:@?D E96>D6=G6D[ E96:C px 2DD:DE2?E H:== 92?5=6 :E] %96 2DD:DE2?E H:== 4@?E24E E96 C6=6G2?E 3C2?5 @C 56=:G6CJ DJDE6>D[ 6I492?86 :?7@C>2E:@?[ 2?5 C6EFC? H:E9 2 4=62C 2?DH6C] %96 4@?DF>6C ?6G6C 92D E@ ?2G:82E6 >F=E:A=6 E@F49A@:?ED 282:? 3642FD6 E96:C 2DD:DE2?E 5@6D :E 7@C E96>]k^Am
kAmp?5 6G6? E9@F89 E96D6 4@?G6CD2E:@?D 92AA6? >249:?6\E@\>249:?6[ E96 @FE4@>6 DE:== 5:C64E=J 27764ED 9@H 2 A6CD@? 6IA6C:6?46D 2?5 ECFDED 2 3C2?5] %9:D 92D >62?:?87F= 4@?D6BF6?46D 7@C 3FD:?6DD6D] (96? px DJDE6>D :?E6C24E 5:C64E=J H:E9 @E96C px DJDE6>D[ 3C2?5D ?665 E@ 36 6IA=:4:E 23@FE E96:C C6DA@?D:3:=:EJ] p 3C2?5VD px 286?E H:== ?665 E@ <?@H H92E :?7@C>2E:@? :E 42? D92C6[ H92E 24E:@?D :E :D 2==@H65 E@ E2<6[ 2?5 H96? 2 D:EF2E:@? C6BF:C6D 9F>2? :?G@=G6>6?E]k^Am
kAm~G6C E:>6[ E9:D A@:?ED E@H2C5 2? 6>6C8:?8 Q:?E6C?6E @7 286?ED[Q H96C6 px 2DD:DE2?ED 368:? E@ 5:C64E=J :?E6C24E H:E9 3C2?5 DJDE6>D :? 4@?EC@==65 H2JD] $@>6 3C2?5D H:== >2?286 E9@D6 :?E6C24E:@?D E96>D6=G6D[ H9:=6 @E96CD H:== A2CE:4:A2E6 E9C@F89 567:?65 :?E6C24E:@?D 2?5 A6C>:DD:@?D] x? 3@E9 42D6D[ 9@H 2? px 286?E 3692G6D 364@>6D 2 4@C6 56D:8? 564:D:@?]k^Am
kAmt2C=J D:8?2=D @7 E9:D D9:7E 2C6 2=C625J G:D:3=6 :? @A6?\D@FC46 AC@;64ED =:<6 k2 9C67lQ9EEADi^^E6494CF?49]4@>^a_ae^_`^b_^@A6?4=2HD\2:\2DD:DE2?ED\2C6\?@H\3F:=5:?8\E96:C\@H?\D@4:2=\?6EH@C<^Qm~A6?r=2H’D px 2DD:DE2?EDk^2m E92E 42? :?E6C24E 5:C64E=J H:E9 @E96C px DJDE6>D[ 6I492?8:?8 :?7@C>2E:@? 2?5 24E:?8 @? 2 FD6C’D 3692=7 H:E9@FE 9F>2? :?G@=G6>6?E] yFDE 2D :>A@CE2?E=J[ E96D6 AC@;64ED 9:89=:89E 9@H :>A@CE2?E D64FC:EJ 2?5 4=62C 8F2C5C2:=D 2C6 7@C 286?E\E@\286?E :?E6C24E:@?D E@ 36 D276 2?5 ECFDEH@CE9J 2E D42=6]k^Am
kAm%96 3C2?5D E92E DF44665 :? E9:D ?6IE A92D6 2C6 E96 @?6D E92E 567:?6 2FE9@C:EJ 62C=J 2?5 D6E 4=62C 3@F?52C:6D 7@C E96:C px 286?ED] x? 2? 286?E\E@\286?E H@C=5[ ECFDE H:== 36 62C?65 E9C@F89 AC65:4E23=6 3692G:@C 2?5 DJDE6>D E92E 24E C6DA@?D:3=J @? 2 3C2?5VD 3692=7] qC2?5D E92E DE2CE A=2??:?8 7@C E9:D ?@H H:== 36 72C 36EE6C A@D:E:@?65 2D E96D6 :?E6C24E:@?D 364@>6 A2CE @7 6G6CJ52J 4FDE@>6C ;@FC?6JD]k^Am
k9bm(92E =6256CD D9@F=5 7@4FD @? ?6IEk^9bm
kAmpx :D 492?8:?8 9@H 4FDE@>6C 4@?G6CD2E:@?D 92AA6?] %96 ?6IE DE6A 7@C =6256CD :D 564:5:?8 9@H E9@D6 4@?G6CD2E:@?D 2C6 >62?E E@ A6C7@C>] pD :?E6C24E:@?D 364@>6 4@?E:?F@FD 2?5 :?4C62D:?8=J 2FE@>2E65[ DF446DD ?665D E@ 36 567:?65 2C@F?5 @FE4@>6D]k^Am
kAm{6256CD ?665 E@ F?56CDE2?5 H96E96C 4@?G6CD2E:@?D 4C62E6 AC@8C6DD[ C65F46 F?46CE2:?EJ[ 2?5 3F:=5 4@?7:56?46 @G6C E:>6] %92E :D @?=J A@DD:3=6 H96? 4@?E6IE :D AC6D6CG65] $A665 2?5 677:4:6?4J DE:== >2EE6C[ 3FE H:E9@FE 4@?E6IE[ E96J @?=J D9@H 9@H 72DE 4@?G6CD2E:@?D 6?5[ C2E96C E92? H96E96C E96J 4C62E6 4@?E:?F:EJ[ ECFDE[ 2?5 >62?:?87F= @FE4@>6D]k^Am
kAmp?5 2D px 286?ED E2<6 @? 2 =2C86C C@=6[ E96J H:== 368:? E@ C6AC6D6?E E96 3C2?5 :? 6G6CJ :?E6C24E:@?] %96:C C6DA@?D6D 2C6 D92A65 3J E96 4@?E6IE E96J 2C6 8:G6?[ 2?5 5:C64E=J :>A24E ECFDE] %96:C 564:D:@?D 92G6 4@?D6BF6?46D] r=62C :?E6?E[ 3@F?52C:6D[ 2?5 244@F?E23:=:EJ 2C6 C6BF:C65 E@ 6?DFC6 E9@D6 :?E6C24E:@?D C6>2:? 4@?D:DE6?E 2?5 C6=:23=6 2D G@=F>6 8C@HD]k^Am
kAm%96 492==6?86 29625 :D >2?28:?8 8C@HE9 H:E9@FE =@D:?8 4@?EC@=[ 2?5 D42=:?8 4@?G6CD2E:@?D H:E9@FE 6C@5:?8 ECFDE] {6256CD H9@ 2AAC@249 px H:E9 E92E 5:D4:A=:?6 H:== 36 36EE6C A@D:E:@?65 7@C H92E 4@>6D ?6IE]k^Am
kAmk2 9C67lQ9EEADi^^D:?49]4@>^3=@8^4@?G6CD2E:@?\G@=F>6\4@?G6CD2E:@?\G2=F6^Qmk6>m%9:D DE@CJk^6>mk^2m k6>mH2D AC@5F465 3Jk^6>m k2 9C67lQ9EEADi^^D:?49]4@>Qmk6>m$:?49k^6>mk^2m k6>m2?5 C6G:6H65 2?5 5:DEC:3FE65 3Jk^6>m k2 9C67lQ9EEADi^^9F3D]=2^"_b<=8$#_Q C6=lQ?@7@==@HQmk6>m$E24<6Ck^6>mk^2m]k^Am
(0) comments
Welcome to the discussion.
Log In
Keep it Clean. Please avoid obscene, vulgar, lewd, racist or sexually-oriented language.
PLEASE TURN OFF YOUR CAPS LOCK.
Don't Threaten. Threats of harming another person will not be tolerated.
Be Truthful. Don't knowingly lie about anyone or anything.
Be Nice. No racism, sexism or any sort of -ism that is degrading to another person.
Be Proactive. Use the 'Report' link on each comment to let us know of abusive posts.
Share with Us. We'd love to hear eyewitness accounts, the history behind an article.