An agentic system is any software framework that shows “agency” by perceiving its environment, processing information and taking actions to meet defined goals. They blend automation, data insights and event-driven logic to proactively make decisions and solve problems without continuous human oversight. An agentic system can operate freely, solving dynamic, non-deterministic problems and executing without relying on rigid, predefined paths. In a customer experience context, an agentic system can streamline workflows, improve outcomes and free human agents to focus on more complex tasks or those that require a human touch.
