Agentic AI is more than a trend. It’s powerful technology that changes the game for engagement and efficiency. This artificial intelligence makes decisions and completes complex tasks. Thinking about adopting it for your business? Our interactive guide can help you evaluate if your business is ready for agentic AI.
Are you ready for agentic AI?
Explore the guide
Explore Vonage + Agentic AI
Question 1/10
Are internal departments using any form of AI (predictive, generative, agentic)?
Answer 1
78% of organizations use AI in at least one business function.*
Answer 2
Answer 3
1
AI Level Set
Yes, some teams use AI
Unsure
No, teams don’t use AI
Next question
AI is a big step for businesses, but customers are already there. In fact, most consumers have positive feelings about companies using AI tools to improve experiences.
No, teams have not adopted AI
Use this time to level set on different types of AI.
Question 3/10
3
AI LEVEL SET
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Yes, select teams are using AI
*Source: McKinsey Global Surveys on the state of AI
*Source: Vonage Global Customer Engagement Report 2025
Generative AI the Content Creator Reacts to human inputs to create new content, like text, code, etc.
Predictive AI the Forecaster Uses statistical analysis to forecast future outcomes or events
Agentic AI the Go-Getter Interacts with data to proactively and autonomously accomplish tasks
Get the full story: What Is Generative AI?
78%
72%
55%
2023
July 2024
February 2024
Get the full story: What Is Agentic AI?
Get the full story: What Is Predictive AI?
83%
83% reported recent use of some AI-assisted tools, with a year-over-year increase in AI-powered chat programs and search engines.*
You’re not alone. Many companies are adopting AI, and the proof is in the numbers.
Question 2/10
Are there workflow needs or company goals that agentic AI can positively impact?
Yes, there are defined needs and goals
Roadmap: Set short- and long-term roadmaps for goals. Timelines: Build target dates for testing and training AI in workflows. Budget: Identify what resources are available or still needed.
2
No, strategic planning has not happened yet
No, strategic planning has not happened
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C: Unsure
B: No, no teams have not adopted AI
A: Yes, select teams are using AI
*Source: Gartner, “Intelligent Agents in AI Really Can Work Alone.
Not sure how agentic AI can improve workflows? This guide has you covered. Spoiler alert: It uses automation to improve accuracy on tasks.
Congrats! You’re on the right path to successful agentic AI.
Don’t forget to think about: Pro tip: Brush up on key agentic AI terms.
Customer service: Improve interactions with quick question support and escalation to human agents.
Frequent and redundant workflows are perfect for agentic AI. Consider these cases:
Supply chain: Monitor inventory and supply chain levels in real-time with automated reordering.
IT operations: Streamline maintenance with network monitoring and proactive resolutions.
Human resources: Automate candidate screening and interview data analysis.
Pro tip: Brush up on key agentic AI terms.
15%
In fact, Gartner predicts that 15% of day-to-day work decisions will be made with agentic AI by 2028.*
Has company leadership shared a long-term vision on AI?
Yes
No
Call for collaboration: C-suite alignment across IT, finance, HR, sales, marketing, and other functions drives success.
Question 4/10
4
Customer Engagement
*Source: KPMG AI Quarterly Pulse Survey
68% of C-suite leaders plan to invest between $50-$250 million in AI over the next 12 months.*
We’re not surprised. AI is becoming a major roadmap item, and this shift starts with the C-suite.
You can expect to see more, as 56% feel that AI will change the nature of their businesses in the next few years.*
68%
56%
Emphasis on expected outcomes and ROI Focus on governance and risk management Clear plan for data preparedness
Three things you can expect to see:
Leadership vision is a key component of successful AI initiatives.
Does your business use a contact center to interact with customers in inbound calls, outbound sales calls, or both?
Service and sales are key use cases for AI. Why? Think of the challenges customers face with contact centers, like long wait times. AI fixes roadblocks with automation. AI can even help sales optimize outbound calls to partners, prospects, and customers. The result? Enhanced engagement across calls.
Question 1/3
Contact centers can improve communication experiences, and when powered with AI, they even boost productivity. Find the right contact center with this Buyer’s Guide!
Agentic AI can improve customer engagement in inbound and outbound calls. To decode the differences between calls, think about where they start.
Inbound calls start with customers calling your service team.
Oubound calls start with sales calling customers, partners, and prospects.
This article dives deeper into tools to manage calls.
*Source: Vonage Global Customer Engagement Report 2025.
35%
But after a great experience, 35% will purchase more products.*
75%
After a bad experience, 75% of customers are likely to take their business elsewhere.
Communication matters.
Question 5/10
Does your business use multiple channels to communicate with customers?
Good news, you’re on the right track!
5
Think how you communicate with customers doesn’t matter? Think again. The solve? A contact center with multiple channels. Get started.
59%
What’s more? Over 59% have done this multiple times.*
Nearly 75% of consumers have had multichannel communications with businesses in the past year* — talking with a business in one channel, like voice call, then switching to another, like chat.
52%
But 52% are frustrated when a conversation from one channel isn’t captured in a different channel.*
42%
Only 42% of consumers are “very satisfied” when communicating with businesses.*
Question 6/10
Does your contact center have AI-powered capabilities?
Step 1: Use a contact center with AI. You’re set! Step 2: Optimize contact center experiences. For customers, contact center experience means ease and speed. But for agents, it means support and opportunities. The benefits? A boost in productivity, brand reputation, satisfaction rates, and even revenue.
6
We don’t use a contact center
Real-time sentiment analysis Automated call transcripts and summaries in real-time Intelligent call routing based on factors like agent skill In-depth insights based on customer data
How can your business benefit from a contact center? Imagine a centralized business hub with the right channels to reach customers, data to resolve issues, and tools to enhance engagement. Add in AI, and now you have a hub with built-in automation. Explore all the ways it works.
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Explore the article to learn more.
Contact centers help businesses deliver engagement, but contact centers + AI change the game.
How? With capabilities like:
✅
Question 7/10
Are your contact center and CRM (Customer Relationship Management) tools integrated?
While many businesses are challenged with siloed tech, you’re ahead of the game with a contact center and CRM integration! This lets you streamline workflows, provide personalized support, and reduce friction that creates frustration. What’s next? Consider more AI capabilities!
7
It’s about the power of one interface for agents to connect with customers and find data to address issues. Eliminate time spent switching between tools, and up the ante with agentic AI, so agents can focus on complex issues. Embrace the efficiency of integration!
CRMs are databases that agents reference for purchase history, customer interactions, and more. Great experiences require great CRMs, but CRMs alone aren’t enough. CRMs integrated with contact centers empower agents to better manage interactions with real-time data and advanced tools.
Question 8/10
Can you identify data sources that agentic AI would use to support workflow goals and use cases?
Range: A wide range of data is non-negotiable for agentic AI. Quality: Data sources need to be high quality — otherwise, errors could ensue. Updates: Outdated data creates risks. Leverage data updated in real-time.
8
Data & Operations
Pro Tip: Consider which teams will be impacted, and align on any obstacles or resource needs.
Having data sources connected to workflows and goals makes adopting agentic AI easier.
Don’t forget:
85%
85% of leaders feel that data quality is the biggest challenge to AI strategies, ahead of data privacy and cyber security (71%) and employee adoption (46%).*
Identifying quality data is crucial. If you aren’t sure what to use, you’re not alone.
Question 9/10
Are there guidelines for assigning tasks to AI agents vs. human agents?
Yes, there are specific tasks for AI agents vs. humans agents
Data: Ensure that all sensitive data, like medical records, is masked or protected.
9
No, I don’t have a plan for human escalation in place
Clearly determine the types of tasks for agentic vs. human agents. This guides what AI can and can’t do, and protects sensitive data. Check out these use cases:
Tasks requiring empathy, such as distressed customer calls Complex tasks outside of typical patterns Strategic workstreams that set team direction
Repetitive and predefined tasks, like data entry or automated responses Tasks that have clearly defined, typical goals Multi-step tasks in preset processes
Collaborate: Review task requirements with relevant departments for alignment. Review: Plan for consistent review of guardrails. This isn’t set-it-and-forget-it.
You can’t launch agentic AI without considering ethics. How will you assign tasks to agentic vs. human agents? What guardrails exist?
Agentic agents
Human agents
Question 10/10
Does protocol exist to protect your business from security threats of agentic AI?
Yes, there are guidelines in place
Explore this ebook for how to prevent fraud without sacrificing CX.
10
Data & SECURITY
No, there isn’t established protocol
Adopting agentic AI offers many benefits? True. There aren’t cybersecurity risks with agentic AI? False. Data exposure is just one example.
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Proactive protection is everything!
Guidelines keep your business safe from security threats, like costly data breaches that average $4.4 million globally.
Over 75% of consumers are less likely to stay with providers that experience an online data breach — even if their personal info isn’t exposed.*
As you take the next steps on your agentic AI journey, remember these factors:
Learn More
Workflow and vision
Vonage makes it easy to infuse agentic AI into workflows and customer engagement. Explore all the possibilities of our contact center and Salesforce Agentforce integration.
Data protection from security risks
Communications + integrations
