AI Customer Service & Agentic AI: FAQs
What makes Agentic AI different from Robotic Process Automation (RPA)?
RPA follows rigid rules, while Agentic AI makes autonomous decisions, adapts to context, and learns from outcomes. NiCE Agentic AI goes beyond predefined scripts, intelligently managing dynamic workflows and complex customer experience scenarios.
How does Agentic AI improve upon RPA?
NiCE Agentic AI offers:- Autonomous decision-making: Acting independently without relying on fixed scripts
- Context awareness: Adjusting actions based on real-time data and evolving conditions
- Continuous learning: Improving accuracy and efficiency over time with every outcome
- Complex workflow handling: Managing multi-step, cross-system processes beyond RPA's capabilities
What are the benefits of Agentic AI over RPA?
- Greater flexibility in unpredictable environments
- Reduced need for constant manual reconfiguration
- Faster adaptation to new business requirements
- Enhanced CX through proactive and intelligent automation