Agentic Workflow

Agentic workflows refer to a system wherein AI agents work together to perform tasks within a defined framework (aka workflow.) In contrast to CX workflows that depend on strict, predetermined sequences, agentic workflows utilize AI’s capacity for reasoning, adaptation, and real-time decision-making. For instance, consider a customer support scenario where an AI agent evaluates customer inquiries, routes tasks to other specialized AI agents (such as billing or technical support), and proactively resolves issues without human involvement. Training these agents involves providing targeted skills, knowledge bases, and communication protocols, often achieved through reinforcement learning and integrating knowledge bases, enabling effective interaction and coordination.

Agentic workflows stand apart from traditional AI use-cases by seamlessly integrating into processes. They extend beyond mere task execution by allowing AI to comprehend context, prioritize tasks, and engage in negotiations with end users. This significantly enhances flexibility and efficiency in complex, dynamic environments, transitioning from static process flows to collaborative and intelligent task execution. pursue goals in a dynamic and often unpredictable environments.