Agentic AI and Pulse.ai: Transforming the Future of Autonomous Business Operations

The artificial intelligence (AI) landscape is expanding faster than most knowledgeable forecasts. Barely has the world wrapped its head around the family of large language models (LLMs) that fall under the #GenAI umbrella when it must understand #Agentic AI—a system of intelligence that brings independent decision-making and action into workflows. For us at Quess GTS (Digitide), the combination of #GenAI and agentic AI represents the giant leap we have already been working toward.

GenAI uses prompts, models, and the underlying data to understand, extract, synthesize, summarize, and generate content. That’s where it stops. Agentic steps in with powerful autonomous agents that understand, build, and manage complex business-centric processes. Each agent works to complete a specified task and communicates with other agents and the environment to acquire the knowledge required to make advanced decisions. These autonomous agents use the GenAI content to initiate and complete business processes.

In a recent blog, Microsoft open-sourced Magentic-One, their generalist agentic system, for researchers and developers, saying, “The future of AI is agentic. AI systems are evolving from having conversations to getting things done—this is where we expect much of AI’s value to shine.” IBM, which is betting on agentic AI as “the next big thing,” says these systems have “agency to make decisions, take actions, solve complex problems and interact with external environments beyond the data upon which the system’s machine learning (ML) models were trained.”

At Quess GTS (Digitide), we are excited by the developments around agentic AI. They validate the strategy around Pulse.ai, our AI-first CXaaS solution that generates and orchestrates content and action to drive business processes.

Pulse.ai has been designed to improve customer experience and customer service processes. However, we see customers on both sides of a process—the end-customer who has a need (say, to get a home loan or to return a product to a retailer) and the agent who is servicing the customer’s need. When we improve the experience for both, everyone comes out a winner. Using our data and insights from the billion annual customer interactions (one every three seconds), we build on improving user experience. Pulse.ai today delivers a 70 percent improvement in process efficiency, a 3X growth in sales, and a 30 percent uplift in NPS for our customers.

On the customer-facing side, Pulse.ai uses GenAI to understand the context and customer intent. It then creates personalized content, leveraging cloud services, on-prem systems, CRM, Knowledge Management Systems, social media, voice calls, chats, emails, etc. On the other side, Pulse.ai empowers support agents with critical real-time insights. The insights help agents become more attentive and drive more intelligent conversations, which is the key to a delightful customer experience.

In effect, Pulse.ai combines human expertise with AI agents, a key trait of agentic AI, thereby scaling the service potential while optimizing costs. However, our most invisible achievement in combining GenAI with agentic AI is preventing agent burnout. And as we already know, a happy employee makes it easier to have happy customers.

The art and science of customer service have witnessed prodigious change over the years. What began as simple rate-card-based staff augmentation at the turn of the century quickly acquired technologies such as CRM and analytics to become FTE and then transaction-based. Now, we have AI enabling intelligence and action at scale, taking us to an era of performance and outcome-based pricing.

The future of AI-based business process management (BPM) is poised for a massive transformation at the hands of agentic AI. The technology will help intelligently automate the decision-making and the actions required to meet business goals, fostering agility while improving customer experience.

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#Pulse.ai #AI #AgenticAI #GenAI #Automation #CustomerExperience #QuessGTS #FutureofWork