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"As we’ve recognised along with other organisations is that there is a lot of vacancies within the market now making it really challenging to recruit into our planning team. We still really struggled to get applicants with the relevant skills. We shared the roles we currently had available to The Forum jobs page, and we saw a massive spike in applicants." Alix Corden, Scheduling Manager, VitalityHealth

Published on 03 June 2026

Agentic AI in Practice: Transforming Contact Centres and Beyond

Agentic AI marks a new era in enterprise automation. Unlike traditional bots or scripted workflows, Agentic AI introduces autonomous digital agents that can reason, adapt and act independently within defined boundaries. These agents are not just reactive tools; they are proactive collaborators, capable of navigating complex tasks, learning from interactions and driving measurable outcomes.

This article explores how Agentic AI is reshaping contact centres, from customer experience and service delivery to planning and operational improvement. It will also highlight broader applications across sectors.

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