Agentic AI has unequivocally been the most talked about technology in the customer service and experience space in 2025.
Given the natural marriage of AI and CX, it is unsurprising that the latest iteration of the tech has caused such a stir.
But with all the noise and excitement surrounding agentic AI and AI agents, it can be difficult to understand how it differs from traditional AI innovations and the tangible benefits it can bring to your contact center offerings.
In short, agentic AI offers deeper engagement, higher levels of automation, and can solve more complex customer problems.
In a recent conversation with CX Today, Sabio’s Chief Innovation Officer Stuart Dorman encouraged contact center and CX professionals to ensure that what’s being pitched to them is truly agentic AI.
As with any hot topic or buzzword, organizations will inevitably try to piggyback off the trend and may misrepresent what they are really offering.
“The term is being applied to pretty much everything at the moment,” Dorman explains.
“It's vital to scratch beneath the surface a little bit and question, is this really agentic AI? What problem are you trying to solve? And how does the combination of these different technologies come together to help you solve a particular problem?”
Sabio’s CIO explained that part of the confusion is that the tech is still relatively new and not widely adopted, despite what some vendors might suggest.
Many organizations are experimenting – hiring teams, launching pilots – but in Dorman’s experience, often those projects stall before going live.
“I've spoken to so many enterprises that have been running AI initiatives for a year or more, and they’re still not in production,” he said.
“That’s often because they don’t know how to get started or how to tie the technology to a specific use case.”
More Than Meets the Eye
As a specialist expert services partner in CX and contact center tech, Sabio helps businesses with implementation and optimization – allowing them to maximize the potential of their solutions.
This is crucial for a product as new and complex as agentic AI, where implementation requires far more than just plugging in the new tool.
Sabio prides itself on its quick-start approach. It helps clients launch AI solutions in four to five weeks so they can start capturing data and building a strategy based on real outcomes.
In addition, Sabio is able to assess where along the customer journey this technology adds the most value and how to prioritize those touchpoints.
While Dorman is clearly proud of his company’s capabilities, he is also candid about the difficulties and challenges that are associated with introducing the tech, as he explains:
