In 2025, artificial intelligence is no longer just about answering questions — it’s about taking action. This is the core idea behind agentic AI, a new generation of intelligent systems capable of planning, deciding, and executing tasks autonomously to meet complex business goals.
It’s a shift that could redefine how companies think about CRM, automation, and customer service at scale.
Agentic AI refers to intelligent agents that don’t just respond — they act. These systems can analyze information, make decisions, trigger tools or other agents, retain memory over time, and adapt to changing contexts. Unlike traditional bots or voice assistants, they function as collaborative operators, managing complex flows independently.
According to Cisco, agentic AI systems will handle 68% of customer service and support interactions in the tech sector by 2028.
Let’s say you need to file a car insurance claim. An agentic AI system could:
AI Business outlines how agentic systems are now able to coordinate as intelligent teams, optimizing processes across multiple steps.
A June 2025 Cisco-McKinsey report confirms that 93% of business leaders believe agentic AI will radically improve customer service quality and efficiency.
The opportunity is immense, but so is the need for caution. According to PwC, companies must implement AI governance models to ensure accountability, transparency, and trust in autonomous systems.
Gartner also warns that over 40% of agentic AI projects will fail by 2027 due to poor integration and unclear ROI, as reported by The Register.
In this new paradigm, the CRM isn’t just a database — it becomes a real-time decision engine. Agentic AI enables systems to:
According to Research and Markets, the global AI-powered CRM market is expected to grow from $12 billion to $48 billion by 2030.
Meanwhile, Desk365 reports that by the end of 2025, nearly 95% of businesses will adopt some form of AI to support customer operations.
Stip AI, now part of the TWY technology ecosystem, has developed a proprietary AI platform with more than 20 dedicated models for customer service and process automation. These include:
The result is a truly integrated, intelligent, and scalable customer experience, built to plug into existing systems and scale with your business.
Agentic AI isn’t hype, it’s already transforming how we work. For businesses, it means shifting from automation to delegation, where AI can handle increasingly complex operations with speed, consistency, and intelligence.
As part of TWY, Stip AI helps enterprises build this next-generation customer infrastructure, one that merges intelligence and action, automates without losing control, and empowers people where it counts.