Awaab’s Law and Housing Management Systems
You don’t need to replace your housing management system to transform services. Discover smarter, low-risk ways to modernise and meet new regulations.
Demystifying Agentic AI: Separating Hype from Reality
10th June 2025
by Chris Martin
In February, we looked at how Netcall’s Liberty platform uses agentic frameworks to transform business operations. As the term is gaining a lot of traction across many sectors, it’s time to cut through the noise, so this blog delves deeper into what agentic AI truly involves and looks at what this technology really means for your organisation.
Understanding agentic AI
Agentic AI refers to systems capable of autonomous decision-making and task execution without constant human oversight. Think of it as an efficient expert working on your task (that never sleeps).
Unlike traditional automation, which follows predefined rules, agentic AI adapts to dynamic environments, learning and evolving over time. It can make decisions, adapt on the fly and handle curveballs, working through the more automatable tasks in the background and only bringing you in when you are needed. This capability to learn from experience and improve over time allows for more nuanced and efficient handling of complex tasks.
The allure and misconceptions
Everyone’s jumping on the AI bandwagon and the rapid advancement of agentic AI has led to a surge in its adoption claims. But not all claims are created equal.
Many organisations tout agentic capabilities, yet often these are limited to basic automation or scripted responses. True agentic AI involves a higher level of autonomy and adaptability, characteristics that are not easily achieved. It’s like the difference between a GPS that just gives directions versus one that reroutes you around traffic, suggests better routes based on your driving habits and learns your preferences over time.
Why agentic AI?
The value of agentic AI lies in its ability to enhance workflows with flexibility and responsiveness. This is when the magic happens, when your systems become genuinely responsive rather than just reactive.
Unlike rigid rule-based systems, agentic AI can interpret natural language, make context-aware decisions and access a wide range of predefined tools. Imagine workflows that understand context, interpret what people actually mean (not literal explanations) and tap into your existing tools seamlessly. All this is within the Liberty platform. While some setup is required (it isn’t real magic), the design enables broader coverage of edge cases without mapping out every scenario in advance.
This translates to some compelling advantages:
- Faster deployment
- Natural conversations – teams don’t have to learn special commands or navigate complex interfaces
- Lower change overheads
- Smarter decision-making – as context is considered
- Flexibility – when faced with something unexpected, it finds a solution with available resources
- People are kept central to the process, while inefficiencies are removed via intelligent automation.
Netcall’s distinctive approach
At Netcall, we recognise the transformative potential of genuine agentic AI. Our Liberty platform integrates a suite of tools designed to deliver authentic agentic functionalities:
- Liberty Create: Empowers users to develop applications that can adapt to changing requirements without extensive coding knowledge
- Liberty Converse: Enhances customer engagement through intelligent routing and context-aware interactions
- Liberty RPA: Automates repetitive tasks while allowing for dynamic decision-making processes.
“Our extensive experience across sectors, including local government, healthcare, retail, finance and insurance, positions us uniquely to implement agentic AI solutions which are both effective and compliant with industry standards.”
Chris Martin
Product Owner – Liberty AI, Netcall
Agentic AI in action: Practical illustrations
Let’s look at some scenarios across various sectors, which illustrate how AI agents autonomously select and execute functions, streamlining complex workflows and enhancing efficiency.
Healthcare: Streamlined patient discharge coordination
Scenario: A hospital aims to optimise patient discharge processes to reduce bed occupancy rates.
Agentic AI workflow:
1. Function selection: The AI agent accesses functions to:
- Review patient medical records
- Check availability of community care services
- Schedule follow-up appointments
- Arrange transportation.
2. Execution: The AI agent autonomously:
- Identifies patients ready for discharge
- Coordinates with community services for continued care
- Books necessary appointments and transportation.
3. Human-in-the-loop: Healthcare staff are notified to review and approve the discharge plan before finalisation.
Benefit: This enhances efficiency in patient discharges, freeing up hospital beds and ensuring continuity of care.
Local government: Automated permit processing
Scenario: A local council needs to speed up building permit approvals.
Agentic AI workflow:
1. Function selection: The AI agent utilises functions to:
- Validate application completeness
- Cross-reference zoning regulations
- Assess environmental impact
- Schedule inspections.
2. Execution: The AI agent processes applications by:
- Ensuring all required documents are submitted
- Verifying compliance with local regulations
- Coordinating inspection schedules.
3. Human-in-the-loop: Planning officers receive summarised reports for final approval.
Benefit: This reduces processing time for permits, which improves service delivery to residents and developers.
Finance: Personalised investment portfolio management
Scenario: A bank offers clients tailored investment strategies.
Agentic AI workflow:
1. Function selection: The AI agent selects functions to:
- Analyse market trends
- Assess client risk profiles
- Rebalance portfolios.
2. Execution: The AI agent:
- Monitors financial markets in real-time
- Adjusts investment portfolios to align with client goals and market conditions.
3. Human-in-the-loop: Financial advisors are alerted to significant changes and can provide additional insights to clients.
Benefit: This delivers dynamic investment strategies, which enhance customer experience and trust.
Insurance: Efficient claims processing
Scenario: An insurance company needs faster claims handling.
Agentic AI workflow:
1. Function selection: The AI agent accesses functions to:
- Validate claim information
- Detect potential fraud
- Calculate claim payouts.
2. Execution: The AI agent:
- Reviews submitted claims for completeness and accuracy
- Flags suspicious claims for further investigation
- Processes legitimate claims promptly.
3. Human-in-the-loop: Claims adjusters review flagged cases and oversee high-value claims.
Benefit: This both reduces fraud and accelerates claims processing, improves customer experience.
Balancing technical excellence with accessibility
While our solutions are rooted in advanced technology, we prioritise user-friendly interfaces and clear communication. By demystifying agentic AI, we aim to make its benefits accessible to a broader audience, ensuring that stakeholders – from technical teams to investors – understand its value proposition.
As agentic AI continues to evolve, distinguishing between superficial implementations and genuine capabilities becomes increasingly important. Netcall remains committed to delivering authentic, effective agentic AI solutions, leveraging our robust platform and cross-industry expertise to drive meaningful innovation.
Keep in touch for more updates as we release them. Netcall customers can find out more about what we have up our sleeves and plan to rollout over the coming months in Netcall: Now & Next.
Related articles
A Half Year of Recognition: Transforming Services, Together
Netcall’s awards are more than milestones – they’re markers of progress in how public services; healthcare providers and enterprises are rethinking what’s possible.
Turning Reorganisation into Digital Opportunity: 10 Priorities for Council IT and Digital Teams
Local Government Reorganisation (LGR) and Devolution present a once-in-a-generation opportunity for councils to modernise services, streamline operations, and future-proof delivery. By embracing technologies like AI, automation, cloud computing, and data integration, local authorities can improve efficiency, boost citizen engagement, and enable seamless governance across newly structured organisations.
How AI Is Revolutionising Government Services in the UK and Canada
Across the UK and Canada, public sector organisations are under growing pressure to deliver faster, smarter and more responsive services. Budget constraints, rising expectations and legacy systems are common challenges, but they don’t always require big-bang transformation.
The ROI of AI in the Public Sector – Measuring Success Beyond the Bottom Line
AI in the public sector is more than cost savings—it transforms lives, empowers staff, and improves citizen services. It enhances efficiency, reduces crises, boosts job satisfaction, and enables proactive solutions. Fast to implement, it reimagines public services for lasting community impact.
Driving Responsible Innovation and Ethics: AI in the Public Sector
AI in the public sector is enhancing efficiency and citizen services while maintaining ethical responsibility. Liberty’s AI ensures fairness, transparency, and privacy, supporting human decision-making rather than replacing it. With responsible implementation, councils can harness AI’s potential while safeguarding vulnerable citizens and building trust through ethical digital transformation.
The Role of AI in NHS Patient Services
AI in NHS patient services is transforming healthcare access, reducing call abandonment, and streamlining case management. By integrating automation and intelligent service centres, NHS Trusts can improve efficiency, enhance patient experience, and support frontline staff in delivering compassionate, future-ready care.
AI in the Public Sector: What it Means for Local Government
AI in the public sector is transforming local government by streamlining workloads and enhancing services. It helps manage enquiries efficiently, detect risks, and automate tasks without replacing human workers. Proper integration ensures AI supports operations rather than becoming a superficial, trend-driven tool.
A Guide to Virtual Agents
Virtual agents are transforming how businesses connect with customers and streamline operations. Here’s how to get started with chatbots
Subscribe to our newsletter
Keep up with regular news from Netcall – you’ll hear about cut-through process automation and communications solutions to help you achieve your business goals faster.
