10th June 2025
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.
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.
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:
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:
“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
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:
2. Execution: The AI agent autonomously:
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:
2. Execution: The AI agent processes applications by:
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:
2. Execution: The AI agent:
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:
2. Execution: The AI agent:
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.
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