Agentic Customer Service
Multi-step agents resolving order issues, returns and account queries end to end.
Agentic customer service has crossed from chatbot novelty to genuine resolution capability for a large share of tier-one support volume, freeing human agents for complex or sensitive cases.
Signals behind this placement
- —Agentic service now resolves a substantial share of tier-one support volume end to end.
- —Human agents are being redeployed to complex and sensitive cases rather than reduced proportionally.
Sequencing
Builds on Knowledge Graphs & GraphRAG for Product Catalogs, Evaluation-Driven AI for Recommendations
Agentic Operations across other industries
Multi-step, tool-using agents that plan and act inside real operational workflows.
Agentic Workflows
Multi-step, tool-using AI that plans and acts, not just answers.
Agentic Care Coordination
Multi-step AI that schedules, follows up and coordinates care across settings.
Agentic Fraud Investigation
Agents that triage alerts, gather evidence and draft case summaries across systems.
Agentic Shop-Floor Operations
Agents coordinating scheduling, exception-handling and routine decisions across production lines.
From the Retail & Consumer Emerging Technology & Innovation Radar, Edition 2026.1, published 2026-10-01.
An independent, industry-agnostic radar curated by Shailesh Kumar.