Agentic AI comes with a bold vision: frontline colleagues in contact centres each overseeing a team of AI agents that manage the bulk of day-to-day customer contact, escalating to humans when necessary.

It promises scale, efficiency and a fundamentally different approach to working, and the scope is broad. But how close is that vision to reality, both present and in the future?

To explore this question, senior contact centre and customer experience leaders from across charity, healthcare, financial services, retail, transport, utilities and the public sector came together at the House of Lords to discuss the current and future impact of agentic AI.

Click below to read the report summarising their discussions.

About the Leadership Series

The Leadership Series is the documented output from CCMA’s Leadership Forum meetings. These meetings take place at the House of Lords and provide an exclusive opportunity for senior contact centre leaders to explore the key factors driving change in the industry and to consider how to continue to innovate for the benefit of the customer, colleagues and the business.