If you're still trying to improve your customer experience (CX) using old-school scripts and clunky support flows, we’ve got news for you: it’s time to step up your game. CX automation isn’t just a buzzword anymore; it’s fast becoming the backbone of how businesses are delivering real, seamless experiences. And with agentic AI platforms like Talkdesk now in the mix, the future is here, and it's surprisingly user-friendly.
This blog is largely based on Garry Ovenell's amazing talk on "Enhancing CX Through Automation" at the Growth Summit last month. Here's the clip if you wanted to take a look:
Let’s start with the obvious. Everyone wants things done quicker, cleaner, and with fewer headaches, and CX automation ticks all those boxes. Your customers? They want their issues sorted before the kettle finishes boiling. Your agents? They want to feel useful, not stuck repeating the same questions for the hundredth time. And your business? You want efficiency that doesn’t burn your budget.
Cue: CX automation. Done right, it saves time for everyone involved, improves agent morale, reduces churn, and makes your customers like you more (and buy from you more often). It’s a no-brainer.
Garry Ovenell, in his talk at Growth Summit 25, nailed it when he said time is the real value everyone’s chasing. Not money. Not metrics. Time.
For customers: Waiting on hold for 45 minutes isn’t just annoying. It’s dinner missed, plans delayed, stress piled on.
For agents: Stuck in repetitive loops, they burn out fast. No wonder contact centre churn is around 35-40% annually.
For businesses: Time wasted equals money lost.
So, what if you could build a CX automation system that actually respects everyone’s time? One that’s not only fast, but smart?
That’s where agentic AI platforms like Talkdesk come in.
I hate it when CX automation is defined as a chatbot that offers five clunky options and can’t understand what you mean by “speak to a human”?
These bots were designed to save time by handling FAQs and repetitive tasks. But most of them were rigid and easily confused. Helpful? Sometimes. Frustrating? Often.
Now, we’ve entered the age of generative AI. Conversations are more fluid, less robotic. The AI can handle back-and-forth without needing a script for every twist and turn. But there's a limit. These tools are still pretty linear - great at chatting, but not so hot at juggling complex processes.
This is where CX automation gets exciting. Agentic AI doesn’t just talk the talk. It walks the workflows.
Instead of saying "here's what to do, in this order," you're telling the AI, "here's the outcome, now go make it happen."
Agentic AI platforms like Talkdesk can:
Jump between tools
Manage routine yet layered tasks
Remember past interactions
Switch languages on the fly
Suggest personalised options
All without losing the plot.
At the Growth Summit, Garry shared a real-life use case with us: a hotel guest messages asking for a spa booking, late checkout, restaurant reservation, and tour recommendation. In Dutch.
The old system would be a nightmare!
However, with CX automation powered by an agentic AI platform in the picture, it would flow something like this:
Orchestrator agent receives the request.
Specialist agents jump in (one books spa, another checks availability, another recommends activities).
All responses are sent back as a single smooth, chatty conversation.
No handoffs. No "please hold while I check."
It’s not just about one smart AI bot anymore. It’s about multiple agents working together to solve complex problems without needing babysitting.
Imagine a power outage at Heathrow. You've got airlines, ground staff, IT teams, and passengers all needing updates in real time.
Most businesses still handle this with email chains, sticky notes, and wishful thinking.
But with CX automation and multi-agent orchestration:
| Scenario | Old Way | Agentic AI Way |
|---|---|---|
| Outage Communication | Manual calls, chaos, confusion | Instant multi-agent coordination |
| Customer Notification | Slow, disjointed updates | Real-time, context-aware messaging |
| Recovery Coordination | Human-led, slow, single-threaded | Parallel, autonomous agent-led actions |
Talkdesk has gone beyond being just another CX solution. It’s building a proper CX automation platform that supports agentic AI and full-scale orchestration.
Here’s why it’s turning heads:
No-Code Simplicity: Drag, drop, done.
Easy Integrations: Works with what you’ve already got.
Augments, Not Replaces: Frees up humans to do what humans do best.
Tool-Agnostic: Plays nice with other platforms.
Whether you’re handling a product return or rerouting 200 delayed flights, CX automation via an agentic AI platform like Talkdesk puts you in control.
One of the best takeaways from Ovenell’s talk? Stop thinking in silos.
Don’t just build CX automation to solve this specific support ticket. Zoom out. Ask:
What’s the bigger problem?
How can automation streamline the entire process?
How do you design systems that respect everyone's time?
That’s where you’ll find real efficiency. That’s how you make your customers feel seen. And that’s how your team starts spending more time fixing, less time firefighting.
CX automation isn’t about ditching your team for robots. It’s about building a smarter, faster, more cohesive customer experience. And with agentic AI platforms like Talkdesk, you can finally move from patchwork fixes to full-scale orchestration.
You want:
Less waiting
Happier customers
Agents who don’t want to quit every Friday
Operations that scale without breaking
You need CX automation to do that.
👉 Watch our Growth Summit talks to see how it’s already happening.