Generative AI and agentic AI are revolutionizing contact centers by enhancing self-service options and supporting human agents. As highlighted in a recent webinar by Sheila McGee-Smith and Andy Dignan, the future of 2026 will see a significant increase in collaboration between AI agents and human agents. AI agents will quickly retrieve answers, reducing hold times and improving customer satisfaction. Generative AI can assist human agents by summarizing customer issues and providing actionable solutions, while agentic AI can autonomously resolve issues within established parameters, enhancing efficiency. For effective AI integration, protocols like the Model Context Protocol (MCP) and Agent2Agent Protocol (A2A) facilitate necessary data access and agent communication. Looking ahead, AI might enable a concierge-style service, where personalized experiences are crafted based on customer history. This evolution emphasizes that rather than replacing human agents, AI enhances service capabilities and fosters more comprehensive customer engagement.
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