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We all know AI agents can answer calls (with varying success rates depending upon their sophistication). But what if AI agents could also help CX leaders analyze their deployments, ask questions about their unique challenges and opportunities, and continuously improve?

In this episode of Deep Learning with PolyAI, Nikola Mrkšić sits down with Damian Sasso, Group PM at PolyAI, to explore how the field is moving from solely customer-facing AI agents toward agentic AI teams that can do all of the above.

We cover:

• Why MIT says 95% of AI pilots fail — and how to be in the successful 5%
• The role of QA Agents in monitoring performance
• How Analyst Agents like Smart Analyst surface business insights in real time
• The promise of Builder Agents that drive continuous optimization
• Why contact centers are shifting from call centers to command centers

If you want to understand how agentic AI is changing the landscape — one in which AI agents don’t just talk, but think, analyze, and build — this episode is for you.

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