Agentic AI is everywhere in CX conversations, but what does it actually change?

In this video, Philipp Heltewig, Co-Founder of Cognigy and Chief AI Officer at NiCE, breaks down the difference between traditional chatbots and AI agents that can reason, plan, use tools and adapt when customer needs change.

He explains why the strongest AI business case is not just cost reduction, but greater service capacity, consistent quality and more flexible customer journeys.

What you’ll learn

• What separates agentic AI from traditional chatbot automation
• How AI agents can orchestrate real customer journeys from start to finish
• Why CX leaders should frame AI around capability, not just containment
• What it means to become AI-first, not just AI-enabled
• Where to start with agentic AI in the next 30 days

Watch now

This video offers a practical view of where agentic AI fits, what it can achieve and how to identify the high-volume, high-friction journeys worth automating first.