CX Today The Agentic Train Has Arrived! AI Agents and their Role in CX - Content Guru
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Apr 2, 2026 
Martin Taylor, Co-Founder and Deputy CEO of Content Guru, a contact centre automation and CX tech expert. He explains the shift from GenAI to agentic AI. He describes which CX tasks agents can handle today and which need humans. He outlines how to build on existing automation, scope pilots, and why waiting can risk falling behind.
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Agentic AI Is Accelerating CX Tech Spend
- The agentic AI era follows a short GenAI transition and is driving a rapid increase in CX tech spend.
- Opus research moved contact center tech spend from 2.4% to 4.6% in a year, signaling fast adoption and automation opportunity.
UK Power Networks Achieved 94% Automated Resolution
- Content Guru built on decades of automation experience and now automates 94% of UK Power Networks inquiries to full resolution.
- That containment rose steadily while CSAT improved, showing automation can reduce effort and increase satisfaction.
Containment Replaces Deflection As The Goal
- Agentic AI extends prior 'before, during, after' AI capabilities by making the 'before' stage able to contain entire interactions.
- Containment replaces deflection as the goal: resolve the inquiry end-to-end rather than route away.