Intelligent Automation: the impact of AI Agents on Customer Experience

Artificial Intelligence (AI) in customer service is not a thing of the future—it is happening now. Companies that fail to integrate this technology into their customer service processes are being left behind. In this revolution, AI Agents play a key role by acting as AI-driven entities that can become the best customer service agents, independently automating complex processes and providing accurate real-time responses.

However, not all AI solutions are the same. Schaman is redefining the concept of intelligent automation by focusing on problem-solving through "resolutive elements" rather than simply managing tickets.

AI Agents: From ticket management to real problem resolution

Unlike traditional platforms that structure customer service around predefined workflows, Schaman shifts support operations toward problem identification and resolution, relying on the organization of resolutive elements and AI Agents. This approach enables:

• Addressing the real root causes of problems, rather than just treating symptoms.
• Creating specialized agents to handle different types of interactions.
  

This enhances efficiency and creates a more human and seamless user experience, significantly surpassing the capabilities of traditional support systems.

Generative AI and Orchestration AI: unprecedented resolution and personalization

By combining advanced generative AI models with proprietary learning and orchestration algorithms, Schaman takes intelligent automation a step further. These AI Agents allow for:

• Understanding complex queries in natural language.
• Identifying the best resolution path based on contextual data.
• Providing hyper-personalized responses tailored to each customer.
• Adapting to topic or conversation changes without losing focus.

Autonomy in automation with AI Agents

One of Schaman’s key differentiators is its ability to provide complete autonomy in automation with AI Agents. While many platforms require constant intervention from providers to update automation flows, Schaman empowers internal teams through its CX Designer tool, a no-code environment where specialized AI Agents can be assigned to different types of interactions. This offers:

• Full control over process configuration and optimization.
• Real-time versioning and collaboration.
• Implementation of improvements in days instead of months.

As a result, not only are operational costs reduced, but the adoption of customer service innovations is accelerated.

Conclusion

Intelligent automation through AI Agents is redefining customer service, and solutions like Schaman are making a difference by focusing on effective problem resolution. Its flexible architecture, advanced integrations, and three AI models provide companies with an unprecedented competitive advantage.

In a world where customer satisfaction is key, having a platform that optimizes incident resolution with autonomous and efficient AI becomes a determining factor for business success.