Today in Tech Chatbots are out, AI agents are in: The future of customer service | Ep. 227
May 6, 2025
Glenn Nethercutt, Chief Technology Officer at Genesys, shares insights on the evolution of customer service through generative AI. He highlights why traditional chatbots are falling out of favor and discusses the rise of empathetic AI agents that enhance user experience. The conversation delves into the surprising ROI of AI in customer service and the challenges of disjointed systems. Glenn also examines trends like accent modulation in voice AI, which aim to improve communication across diverse audiences.
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LLMs Enhance Conversational AI Fluidity
- Last generation conversational AI improved fluidity but remained somewhat scripted.
- Large language models (LLMs) offer more open-ended dialogue but brands hesitate to fully unleash them.
CX AI Maturity Levels Explained
- Genesys defined CX AI maturity in levels zero to three, from no orchestration to generative AI-driven interactions.
- Level three includes AI copilots and virtual agents with advanced conversation management.
Future CX Levels: Empathetic and Agentic AI
- Levels four and five envision empathetic AI and fully autonomous agentic AI.
- These future levels would allow AI to understand emotions and anticipate customer needs independently.