As a CX leader, you’re probably already deep into discussions around the potential or artificial intelligence (AI) to redefine the customer experience. However, the most forward-thinking organizations are approaching AI carefully, not rushing into customer-facing deployments. Instead, they’re prioritizing agent-facing AI — a strategic, intentional choice. Why? Because starting internally helps build a stable foundation, allowing AI to empower your teams before reaching your customers.
Agent-facing AI is where risk meets reward in a manageable space. This approach allows organizations to test AI capabilities safely, gather insights, and refine tools in real time without risking the direct customer relationship. For example, AI tools supporting agents can help retrieve customer histories, suggest next steps in conversations, and manage administrative tasks. When implemented well, these systems can significantly reduce the strain on agents, freeing them to focus on complex, relationship-building interactions that make a real difference to customers.
Empowering Your Team First: The Strategic Advantage of Agent-Facing AI
Brands like GoodLeap and BODi are setting an example by deploying AI internally to streamline processes and boost agent productivity. GoodLeap’s AI assistant, Gabby, provides instant access to essential resources, helping agents resolve issues more quickly and reducing the time spent searching for information. At BODi, their AI bot deflects over a third of initial customer inquiries, freeing agents to tackle the cases that require a personal touch. This kind of support translates into faster response times, less agent burnout, and a smoother customer experience.
Prioritizing agent-facing AI also offers a learning environment for your team and your technology. Deploying AI internally lets you gather valuable feedback, build iteration cycles, and refine capabilities before applying them to customer interactions. This gradual “crawl, walk, run” approach ensures your AI tools are ready to perform under the complexities of direct customer engagement. The result? An AI system that’s well-tuned, trusted, and ready to confidently support your team and customers.
Improving Agent Workflows
Think about where AI can streamline and strengthen your agents’ daily workflows—real-time support, routine task automation, or quick access to information. Starting here makes AI a true partner to your team. In a recent survey, 63 percent of organizations found that AI tools have directly improved agent workflows.
From a broader perspective, agent-facing AI lays the groundwork for future customer-facing applications by fine-tuning processes, gathering insights, and creating feedback loops that will help you scale AI thoughtfully. The potential is enormous, but it’s achieved step by step. As AI continues to evolve, companies that build a foundation with agent support will be positioned to deliver customer-facing solutions that feel refined and reliable.
So, if you’re strategizing AI for your organization, consider where agent support fits in. Where can AI best empower your team today to prepare for tomorrow’s customer interactions? For a closer look at how leading companies are building these systems to improve efficiency and customer outcomes, read the full article, Agent-Facing AI: Strategic Deployment in CX Operations, from our October issue of CX Insight magazine.
