AI agents are evolving far beyond simple chatbots to become the operational backbone of next-generation customer service. In this exclusive interview, CX Today’s Susie Harrison speaks with Alan Ranger, VP of Marketing at Cognigy, to explore how AI agents are quietly transforming service delivery at scale.
The conversation reveals compelling use cases that go well beyond basic FAQ handling. From insurance companies completely replacing their IVR systems with AI agents that handle identification, verification, and information gathering, to fashion retailers using image recognition for warranty assessments, these technologies are orchestrating complex processes behind the scenes.
Rather than replacing human agents, AI is elevating their role from task-based to value-based activities. As one agent noted at a recent industry event: “AI is taking away all the boring tasks and letting me become the voice of the brand.”
Looking ahead, Ranger predicts a shift from contact centers being cost centers to profit centers, with AI agents handling outbound activities and the entire enterprise becoming responsible for customer experience delivery. The future points toward seamless orchestration where no customer service use case remains beyond automation’s reach.
