Agentic AI: Transforming Contact Centres Beyond Automation

24th November 2025

by Nicky Hjerpe

The contact centre has always been the beating heart of customer experience. But as customer expectations rise and demand faster resolutions, hyper-personalisation and 24/7 availability, traditional automation and scripted bots are no longer enough. Enter Agentic AI, a new generation of AI that doesn’t just automate tasks but acts autonomously, reasons and collaborates like a human agent.

Unlike conventional AI, which follows predefined workflows, Agentic AI understands context, makes decisions and executes multi-step actions independently. This shift is redefining how contact centres operate. At Netcall, we’re leading the way with our Liberty platform, embedding agentic frameworks into solutions like Liberty Converse for omnichannel engagement.

“Contact centre AI can deliver proactive, personalised and efficient service at scale, while freeing human agents to focus on empathy and high-value interactions.”

Nicky Hjerpe

Head of Product Marketing and Campaigns, Netcall

What makes agentic AI different?

Agentic AI goes beyond chatbots and rule-based systems. It:

1. Plans and reasons to achieve goals, not just respond to prompts
2. Acts autonomously, handling complex workflows end-to-end
3. Learns and adapts from every interaction for continuous improvement.

This means contact centre AI can deliver proactive, personalised and efficient service at scale, while freeing human agents to focus on empathy and high-value interactions.

5 top use cases for agentic AI in contact centres

1. Autonomous issue resolution

Imagine a customer reporting a billing error. Instead of escalating to multiple teams, Agentic AI:

1. Verifies the transaction
2. Extracts data from uploaded documents (eg invoices, statements)
3. Identifies the error
4. Updates the CRM
5. Decides on next steps (eg flagging for review or applying a credit note if rules allow).

Netcall advantage: With Liberty Converse and Liberty IDP, these workflows can be orchestrated seamlessly across channels, reducing Average Handling Time (AHT) and improving First Contact Resolution (FCR).

2. Proactive and pre-emptive service

Agentic AI can detect signals, like a failed payment or delivery delay and act before the customer even reaches out. It might:

1. Send alerts
2. Pull structured and unstructured data from documents (eg delivery manifests, payment confirmations)
3. Offer alternative solutions
4. Reschedule appointments automatically.

Netcall advantage: Our Liberty platform integrates predictive analytics, enabling contact centres to anticipate issues and provide customers with proactive care.

3. Intelligent omnichannel routing

Agentic AI doesn’t just route calls – it understands context, sentiment and intent to direct customers to the best resource, whether human or AI.

Netcall advantage: Liberty Converse’s omnichannel engagement capabilities ensure consistent, context-aware experiences across voice, chat, email and social.

4. Real-time human-agent assistant

While AI handles routine tasks, it can also guide human agents during complex conversations:

1. Suggesting next best actions
2. Surfacing relevant knowledge instantly
3. Providing compliance prompts.

Netcall advantage: Liberty Converse’s agent assistant tools empower teams to deliver accurate, empathetic service without digging through multiple systems.

5. Automated back-office workflows

From updating CRM records to applying decisioning rules for account changes or service upgrades, Agentic AI can manage repetitive admin tasks, freeing agents for customer-facing work.

Netcall advantage: With Liberty Create and Liberty RPA, you can automate these processes end-to-end, reducing operational costs and errors.

The business impact of agentic AI in contact centres

Cost efficiency

Reduce operational costs by up to 30% through automation of routine tasks

Customer satisfaction

Deliver faster, personalised resolutions and proactive support

Scalability

Handle high volumes without increasing headcount

Compliance

Maintain data privacy and regulatory adherence through intelligent orchestration.

The most effective approach combines these methods to give you a fuller picture. Liberty Converse blends AI with real-time data to surface what matters most.

Why choose Netcall for agentic AI in your contact centre?

Our Liberty platform combines agentic AI, contact centre solutions, low-code, IDP and RPA to create a unified ecosystem for intelligent automation. Whether you’re looking to enhance customer engagement, streamline workflows or empower your teams, we provide the tools to make it happen – securely and at scale.

Ready to explore agentic AI for your contact centre?

About the author

Nicky Hjerpe

Head of Product Marketing and Campaigns

With over 25 years of experience in B2B marketing, Nicky has built a career around connecting people with technology in a way that’s meaningful and practical. The last decade and a half of her journey has focused on customer-facing software and service technologies – helping organisations improve how they engage with and support the people they serve. At Netcall, Nicky heads up Product Marketing and Campaigns, where she brings together product insight, market understanding and customer perspective to shape messaging and go-to-market strategies. She works closely with cross-functional teams to ensure that what Netcall delivers is both valuable and clearly understood.