What Does “Next-Level” CX Look Like? It’s Powered by Agentic AI

In Singapore, where innovation shapes daily life and consumers know exactly what they want, customer experience (CX) has become a defining factor for success. Today’s customers expect speed, personalisation and effortless service at every touchpoint.  

The old ways of doing things, with long waiting times, disconnected channels and inconsistent support, simply cannot keep up. This is why Agentic AI is no longer a nice-to-have. It is becoming essential for bridging the gap between what customers expect and what service providers can deliver. 

Current Customer Expectations: Demand for Speed, Personalisation, and Trust 

Customers in Singapore are growing increasingly frustrated with slow service. They want quick answers without being passed from one department to another or having to repeat themselves. What they really expect is a smooth, effortless conversation that solves their problem, no matter which channel they choose. It’s no surprise that three out of four Singaporeans turn to self-service options first, valuing speed and the ability to find solutions on their own. 

But it’s not just about speed. Customers also want brands to know their history and preferences, offering support that’s timely and relevant. While personalisation remains important, qualities like integrity and empathy are becoming just as essential. People want to feel genuinely cared for, not just treated like another ticket in a system. And when things get complex, they want an easy way to connect with a real person, because they’re wary of AI interactions feeling too impersonal. 

Even though Singapore leads in AI adoption, consumers still approach it with caution. Concerns around data privacy and ethical AI use are front of mind. To build trust, businesses need to be open about when AI is involved and ensure their systems are reliable, fair, and protect personal information with strong safeguards. 

How AI-Powered Cloud Provides the Solution: Orchestrating the Next-Level Experience 

Genesys Cloud, equipped with Agentic AI that can reason, plan, and act autonomously within predefined boundaries, is key to overcoming these challenges and delivering the future of CX. 

Proactive and Seamless Service 

This technology can anticipate and solve problems before a customer even needs to contact support. It analyses real-time data to identify potential issues, like a shipping delay, and proactively notifies the customer with a solution. This delights customers and reduces the need for them to reach out. 

The "Agent Copilot" 

Rather than replacing human agents, Agentic AI acts as their trusted copilot. It takes care of routine tasks, brings relevant customer information to the surface, and suggests the best next steps in real time. This support lets human agents focus on meaningful, empathetic conversations, boosting efficiency while easing burnout. 

Intelligent and Safe Orchestration 

Using platforms like Genesys Cloud’s AI Studio, businesses can build Agentic AI systems with built-in guardrails and safety measures. This ensures the AI stays aligned with brand values and builds customer trust. With these safeguards, Agentic AI can seamlessly orchestrate the entire customer journey, delivering a consistent, personalised experience across every channel. 

Join the OpenGov Event as Singapore’s leading CX experts come together to explore how  

AI-powered cloud CX is transforming customer experience. This event will take a closer look at how proactive, seamless, and personalised service, made possible by the power and scalability of the cloud, can meet and even go beyond the high expectations of today’s digitally savvy customers. 

In this event, you will explore how to: 

• Achieve faster issue resolution through intelligent automation 

• Deliver more natural, personalised conversations on a scale 

• Provide reliable 24/7 support that truly meets customer needs 

• Build in guardrails to ensure trust, compliance, and control 

• Seamlessly align customer needs with your business goals 
  

  Who Should Attend 

• Chief Executive Officer 
• Chief Information Officers  
• Chief Technology Officers  
• Chief Customer Officer  
• Chief Digital Officers  
• Chief Innovation Officers  
• Chief Operating Officers  
• Chief Digital Transformation Officers  
• Directors and Heads of Customer Experience  
• Directors and Heads of Operations  
• Directors and Heads of Digital 
• Directors and Heads of Contact Centre Compliance Officers 

Info: Empathy or Efficiency? How Agentic AI Enhances Engagement in Citizen and
Patient Journey

Info: Every Second Counts: Elevating Customer Journeys with Agentic AI

Host or Publisher OpenGov Asia