Agent artificial intelligence is not the future, it already exists!

Author of this article：Miya, Search engine optimization expert

Customer serviceIt has always been a high-pressure art of balance: doing more with less resources, providing faster support through more channels, and expanding globally while maintaining a personalized experience.

But in the past year, this balance has been completely broken. The pressure on manual customer service is increasing day by day, and AI solutionAlthough high hopes were placed, they failed frequently. At the same time, customer expectations continue to rise-70% of customers now want a dialogue-based experience at all touchpoints, while 60% of customers turn around and leave after a bad experience.

At this time，Proxy AI Debuted. Gartner recently predicted that by 2029, 80% of common customer problems will be resolved automatically without manual intervention. This prediction is shocking. The reason for the shock is not that it is out of reach, but that to many people, it still sounds like a “moon landing project.”

But we don't see it that way. In fact, we think this change is long overdue.

Proxy artificial intelligence, that is, AI that can reason, act, and learn autonomously, is no longer a dream in five years, it has already played a role in reality. It is not to replace manual customer service, but to redefine AI in customer serviceThe role played-from a tool to a real "teammate”.

Companies that are still trying to deploy “chatbots” are quickly being left behind by companies that apply autonomous CX on a large scale.

So now, let's unveil Gartner's "80% Automation solution rate"Predict the reality behind it and explore how to achieve this goal before others.

From chatbots to Smart Colleagues: the Evolution of Proxy AI

First of all, let's be clear: Agenic AI is notTraditional chatbots"Smart upgrade” or marketing packaging. It is a completely different automation paradigm, which reshapes how AI interacts with people and how to truly achieve business goals.

Traditional robots just execute scripts mechanically, and Agentic AI The core of it is “autonomy”-it can understand the context, adapt to user needs, and take the initiative to achieve results without the need for step-by-step instructions. For example, to resolve billing disputes, escalate fraud incidents, or process refunds, there is no need to submit manual work orders in the whole process.

In other words, they not only “respond”, but also take the initiative to “solve problems”; they not only “execute commands”, but also have the ability to “reason and evolve”.

In fact, this change has already happened quietly in the application of enterprise AI. Today, 40% of companies have adopted generative AI to some extent, but only a few have successfully expanded beyond pilot projects. Most companies are still stuck in the “digital assistant” stage-automatically saying hello, but not solving the problem.

The key breakthrough of Agenic AI is that it can not only understand language, but also drive results.

At Mixdesk, we call this kind of AI “AI agent”. We not only provide a deployment platform, but also provide support tools to help companies operate AI like employees: guide it, train it, and promote it. With the help of our inference engine, customers can build an automated, intelligent, and durable system-accurately locate problems, retrieve knowledge, trigger back-end operations, and achieve a consistent user experience in multiple channels (chat, email, voice).

Because for customers, it doesn't matter whether the answer to the question is “retrieved” or “resolved”. What they really care about is: whether this problem has been resolved. And their expectations are increasingly inclined to be resolved “immediately".

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The solution, not the response time, is the key indicator

Nowadays, many automation vendors are still emphasizing “response speed”, ”number of sessions“ or ”control ability". But the reality is: contact work order ≠ resolve work order.

The most worthy of attention at the moment isAutomated solution capabilities——That is, whether AI can truly solve customer problems without manual participation. From start to finish, closed-loop processing. But it is not enough to solve the problem. It must also be implemented in a way that conforms to the brand tone and customer satisfaction, so as to truly reflect the company's operational capabilities and customer care.

Data show that 72% of customers want to getInstant service。 And what they call "instant” is not to send them faster.Transfer to manual customer service, but to solve the problem “immediately”. Otherwise, for them, everything is just “procrastination”.

The advantage of Agenic AI is that it is responsible for the results. At Mixdesk, we strictly measure its performance. This is not only to improve efficiency, but also to truly promote business transformation. It makesManual customer serviceIt was able to focus on handling complex edge cases, transform the support department from a “cost center” to a “revenue-driven engine”, and easily expand the customer experience without expanding the team.

This is exactly what Gartner calls the “80% automatic resolution rate” should look like in reality-and companies that start to measure the right indicators now are most likely to become future winners.

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Automation cannot be achieved without operational capabilities

The reality that has to be admitted is that the failure of many companies in AI projects is not due to immaturity in technology, but because the operating model has not kept up.

"Autonomy” is not innate, but ”operational". AI will not become an agent out of thin air, it requires guidance, supervision, and strategic investment. It requires clear guidance, real-time feedback mechanisms, and cross-departmental collaborative support. It requires the product team to provide API access, the operations team to control performance, and the person in charge of CX to redefine the measure of success.

In other words，Customer service teamA dedicated AI customer experience (ACX) framework is needed-a systematic blueprint for creating an operating model that can drive solutions while achieving a return on investment. This framework covers everything from organizational structure to technology integration to company culture, making AI the functional center of the enterprise, not just a “icing on the cake” technical feature.

In Mixdesk, among our customers, those companies that have achieved a 75% automatic resolution rate have reduced their operating costs by up to 75%. This not only optimizes the support process, but also builds a solid strategic moat. There is also customer feedback that has saved millions ofService cost。 But the premise of all these results is that they have invested in the “operation and maintenance” of AI-building a team that regards AI as a high-performing employee to train, measure, and optimize.

Therefore, Agenic AI is not just a product, it is also an operating model.

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Omni-channel is the only way to achieve 80% automation

Agenic AI cannot be an "information island”. Because the customer is at onceService interactionAmong them, they may switch repeatedly between e-mail, voice, SMS, and social media. What they expect is a consistent experience at any contact point.

This is the key to the next wave of AI autonomy: omni-channel linkage.

Traditional tools regard different channels as independent systems, which will prevent AI from sharing context.，Repeat communication content, or even directly "disconnected”, which ultimately leads to a bad customer experience.

The construction idea of Agenic AI must be “omni-channel unity”-a unified intelligent hub that drives all interactions, a source of knowledge, and a decision-making system.

Mixdesk AI proxy systemThis has been achieved. Whether the customer initiated a conversation on Instagram, later turned to a voice call, or added a question via email three days later, they were all facing the same AI "colleague”-one with complete memory, interaction history and context.Perceptual abilityThe system.

Omni-channel is not just a plus for CX, it is a low-level thinking mode. From content creation, model training to final delivery, every step should be “Multi-channel collaboration”and designed.

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Mixdesk-an all-around AI agent that has already landed

Mixdesk is not only a chatbot, but also a large language model built on it.Agent, support 7x24h online service, Through AI training and person-to-person system, to truly “serve customers like your best customer service”.

You can freely define the role, tone, and service goals of the AI agent, and use professional corpus for targeted training to reproduce the best customer service performance. Whether it is active marketing, answering questions, or handling after-sales, Mixdesk can respond independently throughout the process, performing silky, professional, and even surpassing the stability and affinity of human customer service.

Moreover, in complex scenarios，Mixdesk It can work seamlessly with manual customer service, automatically identify the difficulty of the problem and transfer it intelligently, realize the perfect convergence of "customer non-perception", and greatly improve service efficiency and customer satisfaction.

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Don't wait until 2029: the era of proxy AI has arrived

Although Gartner's forecast for 2029 is bold, it is not far away. Because the technology is already in place, the practical cases are mature, and the reference standards are clear.

What most companies really lack is not technical ability, but the determination to act. They need to make up their minds to put AI into operations, measure the correct results, and trust that intelligent systems can bring value, not just sorting work orders; they need to put AI is regarded as a real agent, Not just smart assistants.

Those companies that eventually win the market will not be on the sidelines waiting for the emergence of “perfect AI”, but are willing to invest time and resources.、Actively manage AI, and use it as a forerunner in cultivating transformative employees.

At Mixdesk, we have witnessed firsthand how AI has completely reshaped the imagination of customer service and is gradually becoming the standard of the future.

The “trial period” window for AI applications is rapidly closing. In the next ten years, it will be up to those who putProxy AI Companies that are regarded as core capabilities rather than “additional functions” dominate the field of customer experience.

The proxy AI has already started to operate, and there is only one question left: will it be used by you, or will it be handed over to your competitors?

(Want to know more? You can directly add the contact information of the business consultant to obtain an exclusive customer acquisition plan.)