From Systems Thinking to Model Thinking: Embedding AI Agents into Enterprise CX Operating Models

Abstract

The present paper presents a revolutionary change in enterprise customer experience (CX) design, that of replacing the traditional system-based thinking with model-based thinking, by introducing autonomous AI agents to the system. The agents are also able to coordinate purposeful behavior, identify emotions as well as decide contextually, which changes the way businesses engage with customers. The suggested framework is composed of four basic layers capability, interaction, governance and infrastructure. We illustrate the manner in which agentic CX systems stimulate real-time responsiveness, self-optimization, and outcome seeking service delivery. To derive practical directions in which an organization might proceed to ethically and effectively implement AI agents and eventually optimize personalization, agility, and customer satisfaction at large scale, this paper used available research and industry-wide implementations.