About AI agents with agentic AI




What's my plan?







Add-on

AI agents - Advanced









AI agents that use agentic AI are designed to solve complex user requests with limited
direct human supervision. These AI agents are capable of autonomous decision-making,
planning, and adaptive execution throughout the course of a conversation. This means
they can interact with users in a more natural, human-like way, engaging in small talk
and working through complex or vague issues by identifying the necessary next steps and
asking follow-up questions where needed.
By leveraging agentic AI, AI agents increase your automation rates and reduce the load on
human agents and admins, while still providing the level of service your customers
expect.
This article contains the following topics:

Benefits of AI agents with agentic AI
Capabilities of AI agents with agentic AI
Considerations and current limitations of AI agents with agentic AI
Next steps

Related articles:

Getting started with AI agents -
Advanced
Creating generative procedures for AI agents with
agentic AI



Benefits of AI agents with agentic AI

AI agents with agentic AI accelerate your path to 80% automation with minimal setup,
full control, and built-in transparency. Powered by adaptive reasoning, these AI
agents autonomously determine the most effective path to a resolution, handling even
the most nuanced queries across every channel.
AI agents with agentic AI shift the paradigm of automated conversations. Instead of
relying on rigid dialogue flows, they:


Are purpose-built for service: Unlike other solutions that focus on broad
enterprise workflows, these AI agents are designed for service to resolve even
the most nuanced queries.

Are easier to deploy and scale: Deploy these AI agents in minutes, not
months—no complex flows, rigid templates, or manual training required.

Provide better customer experiences: These AI agents don’t just execute
tasks—they ask clarifying questions, determine the best actions, and adjust in
real-time for natural, contextual interactions.

Offer quality you control: Stay in command with full visibility into AI
decision-making and the flexibility to let these AI agents operate autonomously
or follow controlled workflows, ensuring every resolution meets your standards.

Ultimately, AI agents with agentic AI move past the limitations of scripted chatbots
and first-wave generative bots, delivering higher automated resolution rates, lower
operational costs, and a more engaging experience for end users.



Capabilities of AI agents with agentic AI

The table below summarizes the main capabilities of AI agents with agentic AI.









Capability
Description




Upgraded AI agent builder

Move away from fully scripted dialogues by simply
describing your business policies and letting the AI agent
create generative procedures that run the conversation
autonomously. However, you still retain the ability to
decide which topics should remain under scripted dialogues
and which should use generative procedures.
Also, generative procedures power multilingual AI
agents. You can write a procedure once, in a single
language, and it can serve all the languages your AI agent
supports.



Integrations and actions
The AI agent uses AI-driven procedures that can integrate
your existing session and CRM actions, API calls, and more. All
you need to do is to provide the AI agent with additional
context in the form of an API description.


Adaptive reasoning
The AI agent analyzes each request from the user, identify
the issue, determine the best next actions, and adapt
dynamically within the boundaries of your business procedures.
They evaluate context, pinpoint missing information, and ask
follow-up questions. Most powerfully, AI agents with agentic AI
are capable of addressing multiple distinct issues within the
same user request.


Reasoning controls
In the conversation logs, you can see the reasons behind an
AI agent’s actions and decisions. Monitor how they solve
problems, audit every conversation, and refine behaviors to
ensure confidence in each resolution.








Considerations and current limitations of AI agents with agentic AI

As you get started with AI agents with agentic AI, keep in mind the following
considerations and current limitations:


Not available for email: These AI agents are not available on the email
channel.

No support for rich-text formatting in generative procedures: The
generative procedures used by these AI agents don’t support rich-text formatting
(for example, buttons and carousels). However, rich-text formatting is supported
in dialogues.

No support for search rules in generative procedures: The generative
procedures used by these AI agents don’t work with search rules for knowledge sources.
That means you cannot have multiple knowledge sources and ask the AI agent to
use only specific ones for certain users. However, search rules still work with
AI agents that use dialogues.

Must have a persona: These AI agents must have an AI agent persona configured. Without a
persona, a technical error will appear for every message the AI agent
receives.

Modifications to the escalation reply: These AI agents introduce a new
escalation system reply, which is triggered automatically whenever a user asks
to be escalated or if an admin references "escalation" inside a generative procedure. For AI agents
converted from zero-training to agentic AI, you should copy your current
escalation reply and paste it inside the new escalation system reply, then
deactivate or delete your old escalation reply.




Next steps

See Getting started with AI agents - Advanced
to learn how to create and configure an AI agent with agentic AI.


