Agentic AI: The Next Frontier in Customer Engagement
In 2025, artificial intelligence is no longer just assisting businesses, it’s making decisions. Known as Agentic AI, this new breed of AI acts independently to achieve outcomes, rather than waiting for commands. Salesforce recently revealed that its AI agents now resolve 84% of customer service queries without human involvement, freeing up thousands of staff for more complex tasks. For sectors like healthcare, this shift has the potential to transform how patients interact with providers.
What is Agentic AI?
Agentic AI refers to autonomous systems that can take initiative, make decisions, and act independently to complete specific goals. Unlike traditional AI, which typically relies on predefined inputs and scripts, Agentic AI can assess its environment, learn from data, and adapt its actions without human input. It’s proactive rather than reactive. This means an AI voice agent could, for example, predict when call volumes will spike and adjust resources accordingly, without needing to be told to do so.
How does Agentic AI improve customer engagement?
Agentic AI improves customer engagement by offering faster, more personalised and more consistent interactions. Because these systems can access and analyse real-time data (such as appointment history or symptom summaries) they can tailor responses for each patient. They also operate 24/7, enabling patients to book, cancel or triage appointments at any time without speaking to a receptionist. Studies show that customers engaged in real time are more likely to be satisfied and loyal, with AI-driven platforms reporting a 40% increase in customer satisfaction!
What are the benefits and risks of using Agentic AI?
The benefits of Agentic AI include reduced operational costs, faster service delivery, and better user experiences. For healthcare providers, this means shorter call queues, fewer missed appointments, and more capacity for urgent cases. One study reported that businesses using Agentic AI saved up to 30% in staffing costs. However, there are risks to consider — particularly around data privacy, integration with legacy systems, and ensuring the AI behaves ethically. That’s why human oversight and responsible implementation are still essential.
How is InTouchNow using Agentic AI to support healthcare providers?
InTouchNow uses Agentic AI to power voice agents that can autonomously manage patient interactions. These agents answer every call instantly, triage symptoms, cancel or reschedule appointments, and feed structured data directly into the clinical system.
They don’t just respond… they act. This reduces receptionist workload, speeds up access to care, and ensures no patient is left waiting on hold. Whether it’s handling thousands of calls during the morning rush or providing after-hours support, InTouchNow’s Agentic AI helps practices stay efficient and responsive around the clock.
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