Beyond Chatbots: How Agentic AI Is Revolutionizing CX with Cognigy’s Alan Ranger

Interested in being a guest? Email us at admin@evankirstel.com

From zero to everywhere in just one year—that's the meteoric rise of agentic AI in the enterprise space. But beneath the buzzwords and hype, who's actually delivering real value with this technology?

At AI4 in Las Vegas, Cognigy's Alan Ranger cuts through the noise to explain what truly differentiates agentic AI from traditional automation. Unlike the deterministic bots of yesterday, today's AI agents possess human-like reasoning capabilities—they understand everything, make decisions autonomously, and complete complex tasks while connected to enterprise systems at scale.

The transformation is already happening. Greyhound rebuilt their entire customer service AI using Cognigy's agentic platform in just two days, enabling it to handle unpredictable scenarios like helping customers whose friends lost their phones but needed their tickets. This level of reasoning wasn't explicitly programmed—it emerged from the AI's ability to think through problems like a human would.

What makes this revolution particularly exciting is how it's reshaping the role of human agents. Rather than replacement, we're seeing augmentation. Contact center professionals are evolving into brand ambassadors, freed from repetitive tasks to focus on complex problems and meaningful customer connections. As one TripAdvisor advisor put it: "I love AI. I hated doing all the demeaning tasks. It has just given me so much future as a brand ambassador."

Looking ahead, Ranger envisions agentic AI expanding beyond reactive customer service into proactive engagement. Imagine scanning a QR code on a shampoo bottle that left your hair frizzy and immediately connecting with an AI that understands your specific situation and can recommend solutions—establishing a direct, personalized relationship between brands and millions of consumers simultaneously.

Ready to transform your customer experience with agentic AI? Start with a concrete use case that demonstrates clear ROI, and build your expertise through programs like Cognigy Academy. The future of customer interaction isn't just coming—it's here, and it's more human than ever.

Support the show

More at https://linktr.ee/EvanKirstel