AI Agents
What are AI Agents?
AI agents, powered by the Upstream Works AI Experience Platform, resolve customer requests across channels, 24/7. They coordinate and act together to automate tasks and workflows end-to-end, resolving customer requests autonomously and handing off to a human agent when judgment is needed. AI agents and autonomous resolutions increase First Contact Resolution (FCR) and improve CX quality, accuracy and Customer Satisfaction (CSAT).
In a contact center, an AI agent is software that can understand a customer request, decide what steps are needed and carry them out, such as looking up an order, updating a record or answering a policy question. Unlike a scripted chatbot, it can reason across several steps and call other systems. Several AI agents may work together, each handling part of a workflow.
AI agents matter because many contacts are routine and can be resolved without waiting for a person. They still need clear limits. Well-designed deployments define which actions an AI agent may take, keep a human in the loop for judgment calls, and hand the conversation to a human agent with full context when needed. Common measures include containment, automated resolution rate, accuracy and customer satisfaction.
Related: Agentic AI, Agent escalation, Human-in-the-loop, UWXP.