PegaWorld 2025: Agentic Customer Service isn't Magic: how to deliver the power of agentic automation safely and successfully (Presentation)

Customer service is poised to be transformed by a new wave agentic systems that aim to take on much of the work traditionally delivered by service staff. The promise is real, but the path to adoption can feel fuzzy or futuristic. In this session, we'll talk about real world, practical steps you should be taking today as you engage the next big wave of automation.