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2026 priorities

The agent programs enterprise leaders are funding right now.

Six agent use cases reflecting where 2026 budgets are moving: agents that take action in systems of record, supervision of an AI workforce, and governance you can put in front of compliance.

A financial services operations team reviewing account servicing and dispute cases at their workstations.
Customer-Facing AI AgentsFinancial ServicesAutonomousAmazon ConnectAmazon Lex

Action-taking voice agent for billing and payments

Payments, disputes in progress and balance actions complete in the voice channel, with clean escalation when policy or risk rules trip.

Workflow
  1. Intake
  2. Act in Core banking
  3. Update Payments
  4. Escalate exceptions
  5. Measured

Transactions completed in channel · 15–25 pt containment lift over answer-only bots

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A team lead coaching an agent on a BPO contact center floor while reviewing a quality dashboard.
Customer-Facing AI AgentsBPOSupervisedGenesys CloudNICE CXone

Control plane for a hybrid human and AI agent workforce

Operations manages AI capacity the way it manages headcount, with per-client reporting clients can audit.

Workflow
  1. Intake
  2. Act in CCaaS routing
  3. Approval gate
  4. Update WFM
  5. Measured

Single capacity view across human and AI agents · cost per contact reported by agent type within 1 quarter

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A health payer operations team reviewing claims and member eligibility on screen together.
Customer-Facing AI AgentsHealth PayersSupervisedFive9NICE CXone

Quality management agent that scores every interaction and routes on it

Sensitive member calls land with agents who score well on that behaviour, and coaching lands while the gap is fresh. Disputed scores and routing changes require a quality-leader review.

Workflow
  1. Intake
  2. Act in Quality management
  3. Approval gate
  4. Update CCaaS routing
  5. Measured

100% scored interactions · quality signals applied to routing within the shift · compliance risk reduced

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Insurance claims handlers reviewing first-notice-of-loss photos and claim files while one adjuster takes a call.
Process & Operations AI AgentsInsuranceSupervisedAWS BedrockKore.ai

RPA replacement agents that call APIs instead of scraping screens

Automations survive vendor releases, and the exception queue becomes the only thing operations watches.

Workflow
  1. Intake
  2. Act in Policy and claims APIs
  3. Approval gate
  4. Update Workflow orchestration
  5. Measured

40–60% lower automation maintenance cost per process · 50%+ fewer break-fix incidents per release

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A nurse coordinator and a patient-access specialist working scheduling and prior authorization queues at a hospital operations desk.
Process & Operations AI AgentsHealthcare ProvidersSupervisedAWS BedrockAzure OpenAI

Audit-grade agent observability and tracing

Agents clear compliance review because each action can be reconstructed, and regressions surface before they reach patients or payers.

Workflow
  1. Intake
  2. Act in Agent runtime
  3. Approval gate
  4. Update Trace store
  5. Measured

100% of cases reconstructable step by step · drift detected before member impact · 30% shorter compliance approval cycle

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A financial services operations team reviewing account servicing and dispute cases at their workstations.
Employee-Facing AI AgentsFinancial ServicesSupervisedSalesforce AgentforceCopilot Studio

Converged IT and HR employee service agent

Employees ask once, and joint journeys such as onboarding or role change complete without manual hand-offs. Pay, leave and privileged-access actions run behind manager or HR approval.

Workflow
  1. Intake
  2. Act in ITSM
  3. Approval gate
  4. Update HRIS
  5. Measured

Single intake for 100% of internal requests · 40–60% fewer cross-team reassignments · 20–30% lower cost per internal case

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Agent pattern: Assistive — drafts and recommends, a person sends. Supervised — acts in your systems behind approval gates. Autonomous — completes the work end to end within policy and escalates exceptions.

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A retail customer care and fulfilment team reviewing order tracking and returns on screen.
Customer-Facing AI AgentsRetail & EcommerceAutonomous

Proactive outreach agent for orders, payments and renewals

Problem. Delivery exceptions, failed payments and lapsing memberships generate inbound cost and churn that a timely message would have prevented.

Agent design. Event-triggered outbound agents message customers across SMS, app and voice, resolve the task in the thread and escalate only when the customer asks for a person — consent-aware and quiet-hours compliant.

Outcome. Issues settle before the customer calls, protecting both revenue and inbound capacity.

Acts in. OMS · Payments and billing · Consent and messaging

Workflow
  1. Intake
  2. Act in OMS
  3. Update Payments and billing
  4. Escalate exceptions
  5. Measured
15–25% of inbound contacts avoided per exception event · 5–10% revenue retained on failed payments and renewals
Works with
Genesys CloudFive9
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