Agentic AI is everywhere. Except in live operations.
Between 75% and 90% of GenAI proof of concepts don't become operational.
Connect is proud to sponsor ContactBabel's Inner Circle Guide to Agentic AI (UK), the independent research that explains why, and what the organisations getting it right do differently.
Why the demo works and the deployment doesn't.
Generic AI was trained on clean, wide-band audio and “standard” American English. Your contact centre runs on narrowband telephony, mobile signal dropouts, background noise and customers who speak Glaswegian, Geordie, Scouse and South African English.
It was trained on general knowledge. Your business runs on specific knowledge, where “Pool” means consolidated debt, not a swimming pool, and “Centurion” is a VIP charge card, not a Roman soldier.
And while GenAI is built for conversation, a huge part of every customer journey is structured question-and-answer: postcodes, registration numbers, ID numbers, “oh treble three, one, double two, double two.”
That last one matters more than most realise. ContactBabel's research shows 74% of calls into UK contact centres require identity and verification, and today, 91% of those are still handled by a human adviser. If AI can't do ID&V, it can't handle the call, and the business case collapses.
What's inside the guide.
- What genuinely qualifies as agentic AI and how to spot “agent-washing” before you buy it
- Why customers really abandon self-service for the phone (94% cite complexity; 92% cite the reassurance of a human)
- Use cases across agent assistance, self-service, digital channels and analytics
- Implementation steps, commercial models, governance frameworks and UK/EU regulation
- Connect's contributed perspective: why generic GenAI struggles in the voice channel — and how business-optimised speech recognition, Small Language Models and an orchestrated ensemble of AI models solve it
Make agentic AI work in the real world.
About'Connect.
Connect is a global AI-enabled CX specialist and digital transformation partner. Founded in 1990, we help organisations modernise customer journeys and optimise service operations across every touchpoint, applying AI where it delivers measurable operational value.
Our differentiation lies in the experience we’ve gained from operating CX in the real world. We deliver end to end; from the network that carries customer contact, through interactions in the contact centre, to the integrated back-end systems that support them. This end-to-end accountability creates a unified view of the customer and operations, enabling consistent, reliable outcomes at scale.
Connect with us Connect United Kingdom, Connect South Africa, Connect India, Connect USA.
Ready to modernise your customer experience and turn AI into measurable operational value?
Speak to our team about how Connect can help you transition, transform and optimise your contact centre and CX environment.
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