Agentic system

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.