McKinsey Talks Operations The future of customer experience: Embracing agentic AI
9 snips
Apr 25, 2025 Brian Blackader, McKinsey partner improving contact centers; Oana Cheta, McKinsey leader in journey and agentic AI; Malte Kosub, CEO of Parloa building goal-driven AI agents. They discuss the rise of agentic AI beyond generative models. They cover infrastructure and orchestration needs, real-world scaling vs pilots, measuring impact on service metrics, CIO–COO alignment, and the future of personal AI agents.
AI Snips
Chapters
Transcript
Episode notes
From Curiosity To Accountability
- Companies are shifting from AI curiosity to AI accountability and execution.
- Agentic AI will collaborate with humans by thinking, acting, and optimizing in real time.
Prepare Processes Before Scaling Agents
- Define orchestration, compliance, and evaluation processes before deploying AI agents at scale.
- Build infrastructure that simulates millions of conversations to guarantee high accuracy.
Telco Uses AI For Targeted Agent Coaching
- A telco used algorithms to identify coaching needs and delivered two- to three-minute learning nudges.
- The program improved agent skills and surfaced effective content for similar profiles.