AI Agents for CX
summary
Voice agents that autonomously execute multi-step workflows claim to replace repetitive human support by integrating with ServiceNow, Salesforce and order systems to do flight changes, refunds and reschedules end to end. The stack uses LLMs, speech-to-text and text-to-speech with an agentic orchestration layer and a no-code agent builder so teams write prompts not code. Observe.AI reports deployment at 350 enterprises, $250M raised, handling millions of calls in production and targeting a $400B customer service market.
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chapters (5)
- 0:00Introduction to AI agents
- 2:16Current customer service model
- 4:42AI agents in action
- 7:29The agentic stack
- 9:55Future of AI in CX
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