AI agents and agentic AI are two terms often used interchangeably. Yet, they’re not the same thing.
Understanding this distinction is critical for the CX leaders of tomorrow.
Thankfully, Derek Top and Ian Jacobs of Opus Research were on hand at NiCE Interactions 2025 to clear things up.
After, they consider the broader impact of these technologies, discussing:
AI Agents in Customer Service
After a quick summary of NiCE’s latest AI agent announcement, the pair considers possible applications for the technology in contact centers, beyond conversation automation alone.
The Rise of Machine Customers
Sure, contact centers will leverage AI agents in the future, but so will their customers, beckoning a future of machine-to-machine conversation. Top and Jacobs consider the implications of the emerging trend.
A Future of Personalized AI Agents
The AI agents consumers use will become more attuned to them. But, so will the AI assistants that their employees use. The analysts consider how personalized AI will transform the copilots of the future.
Eager to learn more about contact center AI agents and copilots? If so, visit: www.nice.com
