DIGITAL TRANSFORMATION
“ Agentic AI is augmenting the role of human agents by offloading routine, repetitive tasks and empowering them to focus on more complex, emotionally nuanced interactions,” Ben says.“ Rather than simply assisting agents, agentic AI acts autonomously to handle common queries from retrieving information to resolving standard issues. This shift frees up agents to step in only when their expertise, empathy or judgement is truly needed.
“ In effect, agentic AI elevates the agent’ s role from problem-solver to relationship-builder and strategic contributor.”
Strategic partnerships for scale To further scale its customer-centric solutions, Zoom announced a strategic partnership with Oracle last year. By running Zoom CX on Oracle Cloud Infrastructure( OCI), the companies provide a 360 ° customer view, integrating voice, chat and video with enterprise data – ensuring faster resolutions and stronger relationships by eliminating data silos.
The integration also empowers businesses to leverage Oracle’ s robust data models alongside Zoom’ s AI-first communication tools. By unifying customer interactions and employee workflows into a single intelligent system, organisations achieve faster issue resolution, turning scattered information into actionable intelligence and driving measurable value at a global scale.
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