Customers don't want faster replies. Stop the handoffs.
A five-minute reply that leads to three transfers costs the customer more than one slower answer that fixes it. Count the handoffs, then build them out.
Your agent will be judged on numbers you never wrote down
Gartner expects over 40% of agentic AI projects to be cancelled by 2027 for unclear value. Measure the process first, or you can't prove the agent worked.
Integrations should outlive the agent you built them for
MCP makes each tool connection reusable instead of custom glue per agent. It changes what you maintain and what you must vet before it touches your data.
A support agent built for your industry fits your rivals too
The agent market is splitting into platforms and specialists. A specialist support agent fits your industry's average customer. Your edge is in the exceptions.
Most of your work does not need an autonomous agent
EY published a way to score how agentic an AI system is. The useful move for a business is picking the lowest score that still finishes the job.
Your AI agent's access should expire when the job does
Agentic AI spawns logins faster than anyone can track them. The control that scales is access scoped to one task and set to expire when that task ends.