AI Customer Service & Agentic AI: FAQs

What Is Agentic AI and How Does It Differ from Traditional AI?

Agentic AI represents the next evolution of artificial intelligence—moving beyond prediction and automation to autonomous decision-making and action. Unlike traditional AI, which relies on static models trained to perform predefined tasks, Agentic AI can reason, plan, and act dynamically based on real-time data and context.

In traditional AI, the system’s role is reactive. It processes inputs and delivers outputs—like classifying text, predicting call volume, or recommending responses. Agentic AI, by contrast, behaves as a self-directed digital agent, capable of evaluating multiple options, making decisions, and orchestrating complex workflows without explicit instructions.

For example, in a contact center setting:

  • Traditional AI can analyze customer sentiment.
  • Agentic AI can detect frustration, decide to escalate the issue, and trigger a live agent transfer—completing a multi-step resolution autonomously.

NiCE’s Agentic AI framework within CXone Mpower integrates reasoning engines, contextual memory, and goal-oriented orchestration to help businesses deliver proactive, adaptive, and self-improving customer experiences.

Key Differences Between Agentic and Traditional AI:

Agentic AI represents the shift from automation to autonomy—where AI doesn’t just assist humans, it collaborates with them to optimize every customer interaction.

Explore NiCE’s Agentic AI Solutions

See how NiCE empowers contact centers with autonomous AI that acts, learns, and adapts.


AI Customer Service & Agentic AI: FAQs