Agentic AI in customer support: when tickets resolve themselves
Multi-step agent architectures are moving customer support beyond scripted deflection toward genuine autonomous resolution—handling refunds, entitlement checks, and order lookups without human intervention. This piece examines the architecture, the trust patterns, and the operational decisions that separate reliable deployments from expensive failures.
Agents that resolve rather than respond — multi-step refund flows, account changes, RMA processing, with handoffs that preserve context. The CX bar is first-contact resolution, not deflection rate.
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