CIOInsider India Magazine
Transforming Customer Service from Reactive to Proactive with Agentic AI
Akshit Tyagi, the Co-Founder of Expedify, is a specialist in digital marketing and focuses on generating revenue through online sales, SEM, SEO, SMO, mobile marketing, media planning and buying, email marketing, and affiliate marketing. He is accountable for creating and implementing strategic digital marketing plans aimed at driving online sales revenue.
Experience drives retention. Retention drives revenue. And in a market where switching costs are low and choices are endless, customer service is no longer a back-office function; it is the frontline. Yet too many businesses remain stuck reacting to problems instead of preventing them.
The expectation game has changed. Customers want service that feels instant, personal, and one step ahead. But old-school CRMs were never built for that. While they do their part in storing data, they cannot think. They cannot act. And they certainly cannot anticipate what comes next.
That is where Agentic AI fills the gap.
When CRMs Stop Recording and Start Acting
Legacy systems store customer data but do not do anything with it. They wait for problems to happen. Agentic AI uses that data to step in before issues grow. It turns information into action.
Also Read: How Open-Source AI is Setting New Standards in AI Development
These AI-powered engines track live data, spot issues before they snowball, and trigger the right actions. Whether it is a timely alert, a support ticket, or a product suggestion, they step in automatically and at scale.
By 2029, AI is expected to handle 80 percent of routine service tasks on its own, trimming operational costs by up to 30 percent, as reported by Gartner. It is already happening. Companies that use AI to automate simple tasks will save time, save money, and serve customers faster. The ones that wait will fall behind.
The End of One-Size-Fits-All
For years, scaling personalized service meant hiring more people.
But headcount cannot keep pace with customer expectations. AI can.
Agentic AI watches behavior patterns, preferences, and where each customer is in their journey. It sends out the right message at the right time. The offers feel tailored. Support feels proactive. And no one has stuck feeling like just another ticket number.
However, AI can only be as intelligent as the systems that feed it. For Agentic AI to act with precision, businesses must ensure their
Customer service is not just about solving problems. It is about avoiding them in the first place
Faster Resolutions, fewer Apologies
Service teams talk a lot about resolution times. But speed without context solves nothing. Agentic AI pairs both.
It does not just flag problems. It runs playbooks. Sends alerts. Triggers interventions. Sometimes, before the customer even knows there is an issue.
This results in shorter resolution times, reduced ticket volumes, and fewer “sorry for the inconvenience” emails clogging inboxes.
Breaking the Silos: Marketing, Sales, Support on the Same Page
Customers do not care which department owns their problem. They just want it solved. But inside most companies, marketing, sales, and support still run in parallel, sometimes disconnected, often inefficient.
Agentic AI changes that. It threads these teams together. A flagged service issue triggers a retention offer. A sales conversation informs support of potential hiccups. It is seamless, real-time, and prevents the classic “let me transfer you to the right team” frustration.
The Quiet Takeover of AI Agents
Forget the hype around AI that just generates text or chats politely. Agentic AI is action-oriented.
Gartner sums it up well, stating that AI agents are becoming capable of completing tasks, executing playbooks, and solving issues, without waiting for a human to intervene. This is not about replacing people. It is about making service smarter, faster, and infinitely more responsive.
Also Read: AI Is Redefining The Future Of Healthcare From Diagnosis To Treatment
The bar is high, with more and more customers expecting companies to keep pace with their changing needs. The ones that use AI to stay proactive keep their customers. The rest lose them.
There is no hiding behind products anymore. Experience drives word of mouth. Retention. Growth. The businesses still stuck reacting to problems after they land in the inbox will find themselves playing defense. Agentic AI flips that dynamic. It gives businesses a way to stay ahead of issues, scale personalized service, and connect departments without the lag. Customer service is not just about solving problems. It is about avoiding them in the first place. And that’s exactly where Agentic AI earns its keep.
