How Autonomous AI Systems Are Redesigning Customer Experiences – 19 Current Use Cases
This publication places Agentic AI in Customer Experience in a broader strategic context and shows how autonomous AI systems are fundamentally reshaping customer processes, organisational structures, and decision-making. It is designed as a practical guide that brings together technological developments, organisational requirements, and concrete use cases, while maintaining a clear focus on an integrated, customer-centric system.
Overview of the Use Cases
AI Agents Revolutionising Claims Management
Supercharging Customer Care with GenAI and Agentic Systems
Customer Centricity: Turning Customers into Fans with AI-Powered Business Process Automation
From Prospect to Customer: Lead Qualification with Agentic AI
AI Agents in Risk Management: New Approaches to User Experience and Efficiency
Hallucination-Free and Legally Compliant AI Agents for Customer Communication
From Data Silos to Agentic AI – Clean Data as the Foundation of Customer Experience
AI Agent–Based Short Ad Generation
Scaling Sales Excellence and Strengthening Buyer Loyalty with Agentic AI
Avatar Greets, Informs, Guides and Answers Visitor Questions
Supply Chain Agent
Microsoft – Agentic Marketing Orchestrator for Real-Time Engagement Across the Customer Journey
AI-Assisted Marketing Content Tagging in Data Asset Management Software
CMS Website Chatbot for Customers and Users
AI-Driven Customer Experience: From Natural Conversations to Guided Solution Recommendations
Rethinking CRM: An AI Platform for Holistic Customer Relationships
Customer at the Centre – An AI-Based Approach to Real-Time Feedback
Statutory Accident Insurance and Chatbots: Challenging but Feasible
AI Advisory Assistant for Fast and Accurate Education Guidance
This guide was developed as a joint project of the working groups AI, CRM, Digital Marketing, Sales, Digital User Experience & Design, and Market Intelligence. It was prepared for the opening event of the Bitkom AI Agents Tour 2026. The aim is to bring together different professional perspectives and foster a shared understanding of how agentic AI can be applied responsibly, effectively, and across organisational boundaries in practice.
