This blog is a recap of, “AI at the Intersection” TheLoops fireside chat featuring Mohan Achar, GVP of Customer Experience at Narvar.
Today’s customers expect more from businesses, especially when it comes to CX. They don’t just want a solution to their problem—they want the right solution, delivered quickly and in a way that feels personal and effortless. That’s where Agentic AI comes in. Unlike traditional AI, it dynamically adapts to customer interactions in real time, ensuring more personalized experiences.
During our recent fireside chat with Mohan Achar, we discussed how Agentic AI offers a unique opportunity for customer experience teams to create a truly seamless experience across all touch points. We’ve even included some benefits below.
- Context Awareness: Agentic AI retains conversation history, customer preferences, and past interactions, allowing it to respond with deeper context and relevance.
- Adaptive Decision-Making: It doesn’t just follow predefined scripts—it analyzes intent, sentiment, and engagement patterns to tailor responses and next-best actions.
- Proactive Assistance: Instead of passively responding, Agentic AI anticipates needs, surfaces relevant information, and suggests personalized solutions before the customer even asks.
- Learning and Evolution: While traditional AI relies on static knowledge bases, Agentic AI continuously refines its responses based on live interactions, ensuring it improves over time.
- Seamless Handoff to Humans: It ensures smooth transitions to human agents when needed, equipping them with rich context to continue the conversation seamlessly.
In this blog recap, we break down how Agentic AI isn’t just about improving one part of the customer journey; it’s about transforming the entire customer experience in a way that feels integrated, responsive, and, most importantly, human. Let’s dive in.
AI’s Limitless Potential in Customer Experience
One of the key points Mohan shares is that AI has already started to reshape the landscape of customer experience in powerful ways. Across CX, we’ve seen it deployed in three main areas:
- AI for Deflection: Preemptively solving problems before they escalate into support tickets.
- AI for Agents: Empowering human agents with Copilots and guidance that help them resolve issues more effectively.
- AI for Managers: Providing valuable case intelligence to help managers make better, data-driven decisions.
But how do you choose the best type of AI to implement first? Mohan says the key lies in recognizing customer expectations. They are at an all time high and today’s customers don’t want to interact with a siloed company where different departments or touch points provide inconsistent service. They want seamless support that spans the entire brand, no matter the issue or department.
The New Standard: Seamless Service Delivery With Agentic AI from Day One
Mohan, who’s worked at companies such as Outreach, Marketo, 8X8 and now Narvar, also says regardless of being B2B or B2C, today’s customers want:
- Flawless products that work right out of the box.
- Self-healing systems that solve problems without needing human intervention.
- Rapid intervention through AI-powered systems that can escalate issues quickly in the event they can’t be fixed.
- And, if AI can’t handle their case, they expect human support interactions that feel fast and personal.
Mohan reminds his peers that customers won’t churn if your technology isn’t perfect. However, they will leave if:
- The experience isn’t seamless,
- If their issues aren’t addressed quickly, or,
- If they feel like they’re being bounced between disconnected departments
Data from Accenture backs this up. In their latest report, “Customer Service On The Brink”, the number of executives who say that their service departments primarily exist to create value for customers has plunged by 60%.
In another report, 72% of customers said having to explain their problems to multiple people is poor customer service. (Dimensional Research)
These findings highlight the importance of designing a customer experience that feels integrated and smooth across all touch points, powered by the right mix of AI agents and human support.
Agentic AI Enables Both Efficiency and Depth in CX
Mohan encourages leaders to embrace that today’s customers aren’t just “looking for answers”—they want to understand why their issue happened, and how their resolution works. That’s where Agentic AI excels. It not only helps businesses share real-time insights across Support, Product, Success and Engineering, it also ensures that customers receive comprehensive, meaningful answers.
With Agentic AI, you can offer more than just speed—you can enhance the quality of each interaction. By taking on repetitive tasks and providing human agents with the right information at the right time, AI frees up human agents to focus on more complex, emotional, or nuanced interactions. This leads to a richer customer experience where speed, personalization and context ensure resolution.
AI’s Role in Product and Customer Experience
The power of Agentic AI extends beyond customer support—it’s also about improving the product experience itself. By leveraging AI to anticipate issues, collect real-time data on feature requests, and providing downstream insights, companies not only enhance customer service but also continuously improve their product offerings.
For example, AI use cases such as escalation prediction, the very use case Mohan deployed during his tenure at Outreach, can flag recurring issues with a product before they become widespread, giving your team the chance to resolve these problems quickly. This proactive approach leads to an ongoing feedback loop, where customer and product experiences continually evolve in tandem.
The New Metrics for Hybrid Teams: AI + Human Collaboration
As AI tools become an integral part of CX, Mohan insists that hybrid teams (those combining AI agents and human agents) need new ways to measure success—moving away from actions and moving into outcomes. “Deflection is an internal metric,” he says.
Traditional metrics like response time and issue resolution are no longer enough. Now, we need to evaluate how well AI and human agents are working together to create an experience that feels smooth and personalized.
Imagine AI that resolves a customer’s issue in minutes, saving hours of human agent time. Now, think about the ripple effect: fewer repetitive interactions, quicker resolutions, and happier customers. These are the kinds of outcomes that should be prioritized and measured as businesses continue to blend human and AI support.
Read more about the other business outcomes customers of TheLoops experience here.
Tailoring CX with Agentic AI: Don’t Rinse, Wash, Repeat Use Cases From Your Past
In the past, CX leaders relied on a “one-size-fits-all” approach to customer service due to what technology was available, but Mohan says that’s no longer enough. Customers expect experiences that are tailored to their needs, and AI provides the means to deliver that personalization at scale. Watch this quick clip to hear more.
Whether it’s adjusting the tone of a chatbot based on the customer’s previous interactions or providing a personalized product recommendation, Agentic AI helps businesses create experiences that feel unique and customized.
For leaders, this means a shift in mindset. You can no longer apply the same AI solutions and frameworks you’ve done years ago across the board and expect them to work today.
Tailoring AI systems to your specific customer needs and goals is crucial. Go back to the areas where AI can be deployed at top of this blog.
- What is your customer attempting to do?
- How will you help them and,
- Where will you help them?
Without this level of understanding, the AI playbooks that you’ve deployed in the past may not work and will feel like check-box exercises, rather than impactful improvements.
To hear more best practices on AI implementation success and prep, join our next Fireside chat on 04/29
Conclusion: Leading the Way to Seamless CX
Mohan’s final words for leaders deploying Agentic AI is that this is not just about “new technology”—it’s about transforming the way we think about and deliver customer experiences.
With robust Agentic AI platforms like TheLoops, CX teams can move from reactive support to proactive, and provide seamless interactions that span the entire customer journey. This new approach doesn’t just improve efficiency; it deepens the connection with customers, giving them the experience they expect and deserve. It helps your employees shine, too, bringing out their critical thinking and problem solving abilities.
Today’s CX is not about solving problems through point solutions or silos—it’s about creating an interconnected, personalized experience that delivers value at every touchpoint. With Agentic AI, that future is here. The question is, how are you and your team embracing it?
Want to see TheLoops Agentic AI firsthand? Book a call with our team.
