Bullish on bots: How Agentic AI is changing customer support services

Agentic AI goes beyond scripted responses to anticipate needs, personalise interactions, and solve problems with minimal human intervention
Shelley Singh New Delhi
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This summer, while calling the air conditioning service centre, Delhi-based Anna Mittal braced herself for another frustrating encounter with a chatbot. In the past, she had been trapped in an endless loop of scripted replies, her requests met with robotic indifference. No matter how she phrased her issue, the bot simply didn't get her.
But this time, something had changed. The AI understood her concern, caught on to her frustration, and responded with solutions that actually made sense. No longer a roadblock, it felt like a true assistant — one that listened.
Now, Anna is bullish on bots!

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