India, May 5 -- Customer experience (CX) is evolving from simple interactions to more fluid, outcome-driven engagements. While early CX automation leaned heavily on chatbots, the future points toward something more advanced-Agentic AI. Rather than merely answering questions, this new wave of automation completes actions, offers insights, and actively supports both customers and agents. It is a turnover from static tools to dynamic teammates, and it is already restyling how businesses manage customer journeys.

Why Chatbots Hit A Ceiling?

Chatbots marked an early step in CX automation, helping companies handle common queries and reduce call volumes. But most chatbots today are reactive, script-bound, and incapable of managing complex task...