Agentic AI refers to AI that completes a task end to end, rather than just answering aquestion or pointing someone toward information. In customer service, that meansprocessing a refund, updating an order, or checking delivery status directly, not justexplaining how a customer could do it themselves.
The distinction between agentic AI and a chatbot is the differencebetween something that helps and something that resolves. A chatbot that suggests aknowledge base article still leaves the customer to do the work. Agentic AI does thework. That difference shows up directly in resolution rate, the percentage ofconversations closed without a human agent getting involved at all.
The main metric is resolution rate, tracked per channel, since textchannels like chat and email typically resolve at higher rates than voice. Teams alsowatch handoff quality, when agentic AI can't complete something, does it pass theconversation to a human with full context, or does the customer have to start over.
Mim, Dixa's AI agent, is built as agentic AI specifically. Itprocesses refunds, updates orders, and answers questions across chat, email, WhatsApp,Messenger, and SMS, then hands off to a human with full context when a situation needsjudgment or empathy it isn't built to provide.