{"id":604614,"date":"2025-11-08T09:10:49","date_gmt":"2025-11-08T17:10:49","guid":{"rendered":"https:\/\/www.genesys.com\/blog\/post\/how-agentic-ai-can-improve-experiences-and-transform-personalization"},"modified":"2025-12-02T19:42:47","modified_gmt":"2025-12-03T03:42:47","slug":"how-agentic-ai-can-improve-experiences-and-transform-personalisation","status":"publish","type":"blog","link":"https:\/\/www.genesys.com\/en-sg\/blog\/post\/how-agentic-ai-can-improve-experiences-and-transform-personalisation","title":{"rendered":"How Agentic AI Can Improve Experiences and Transform Personalisation"},"content":{"rendered":"

[vc_section full_width=”stretch_row”][vc_row][vc_column][vc_column_text css=”” el_class=”d-none”]Standard customer experiences often get lost in the noise. When every brand is touting \u201ccustomer experience\u201d how do you stand out? Personalised experiences cut through the clutter because they feel relevant. A customer who bought running shoes last month doesn\u2019t want to hear about formal wear \u2014 they want deals on fitness gear. Show them you know their history and preferences, and they\u2019ll keep coming back.<\/span><\/p>\n

And agentic AI is poised to revolutionise personalisation \u2014 taking user experiences to new levels<\/a> across various industries. This article explores the goals of personalisation, how agentic AI can transform personalisation in CX<\/a> and some examples of how agentic AI can improve personalisation across several use cases.<\/span>[\/vc_column_text][vc_column_text css=””]This article was written by Global Tech independent consultants Melissa Swartz, Beth English, and Chris Thalassinos, who are experts on communication technology and AI.<\/em><\/strong><\/p>\n

Standard customer experiences often get lost in the noise. When every brand is touting \u201ccustomer experience\u201d how do you stand out? Personalised experiences cut through the clutter because they feel relevant. A customer who bought running shoes last month doesn\u2019t want to hear about formal wear \u2014 they want deals on fitness gear. Show them you know their history and preferences, and they\u2019ll keep coming back.<\/span><\/p>\n

And agentic AI is poised to revolutionise personalisation \u2014 taking user experiences to new levels<\/a> across various industries. This article explores the goals of personalisation, how agentic AI can transform personalisation in CX<\/a> and some examples of how agentic AI can improve personalisation across several use cases.<\/span>[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column][vc_column_text css=””]<\/p>\n

Goals of Personalisation<\/span><\/h2>\n

Personalisation enhances interactions by tailoring responses and actions for individual interactions, rather than using a one-size-fits-all approach. <\/span>Personalised experiences make customers feel seen and understood, which can increase trust and can lead to repeat business positive referrals. <\/span><\/p>\n

Without personalisation, interactions are necessarily generic and, therefore, limited to standardised responses that may not fit the situation.<\/span>[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column][vc_column_text css=””]<\/p>\n

How Agentic AI Improves Personalisation<\/span><\/h2>\n

Unlike traditional, script-driven AI models that passively wait for user commands,<\/span> agentic AI<\/span><\/a> can make decisions and execute complex tasks with minimal human intervention. This allows for personalisation at an unprecedented speed and scale, acting as an always-on customer relationship strategist.<\/span><\/p>\n

Artificial intelligence can automate tasks necessary to gain information about each customer, individually. By analysing and incorporating data, such as browsing history, account information, purchase patterns and location information, a customer profile can be built.<\/span><\/p>\n

Even more powerful is the agentic AI’s ability to remember and build upon past interactions<\/span>. <\/span>This combination makes interactions with AI agents feel more like a conversation with someone who understands your specific context<\/span> and can make customers think, \u201cThey know me.\u201d<\/span><\/p>\n

A personalised approach transcends simple interactions<\/a>, such as “Our address and hours are…” Instead, it anticipates needs, offering solutions, such as, “I see you have oral surgery scheduled for Thursday at noon. Would you like to reschedule? We have availability next Tuesday at 9 AM. Will that work for you? Please remember to refrain from eating prior to the procedure.\u201d<\/span>[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column][vc_column_text css=””]<\/p>\n

Common Applications of Personalisation Using Agentic AI<\/span><\/h2>\n

While the uses of agentic AI are potentially unlimited, here are a few examples of how organisations can use it to enhance customer experience \u2013 and the benefits that can be realised.<\/span>[\/vc_column_text][\/vc_column][\/vc_row][vc_row][vc_column][vc_column_text css=””]<\/p>\n

Airlines <\/span> \u00a0\u00a0\u00a0\u00a0\u00a0<\/span><\/h3>\n

Agentic AI can determine if a passenger on a delayed flight will be at risk of missing their connecting flight. If so, it can look up the passenger\u2019s destination and airline status and automatically book a replacement flight with the correct cabin class and seat preference.<\/span><\/p>\n

Upon landing, the app can greet the passenger with information about the new flight and directions to the new gate. <\/span><\/p>\n

Possible benefits:<\/strong><\/p>\n