The goal of "always-on" engagement is a seamless, contextual relationship. The best model is interacting with a friend: you can switch from text to a phone call, and they'll remember the context and anticipate your needs. This is the new standard AI should enable for brands.

True Agentic AI isn't a single, all-powerful bot. It's an orchestrated system of multiple, specialized agents, each performing a single task (e.g., qualifying, booking, analyzing). This 'division of labor,' mirroring software engineering principles, creates a more robust, scalable, and manageable automation pipeline.

Don't worry if customers know they're talking to an AI. As long as the agent is helpful, provides value, and creates a smooth experience, people don't mind. In many cases, a responsive, value-adding AI is preferable to a slow or mediocre human interaction. The focus should be on quality of service, not on hiding the AI.

AI can analyze a customer's support history to predict their behavior. For instance, if a customer consistently calls about shipping delays, an AI agent can proactively contact them with an update before they reach out, transforming a reactive, negative interaction into a positive customer experience.

When building Spiral, a single large language model trying to both interview the user and write content failed due to "context rot." The solution was a multi-agent system where an "interviewer" agent hands off the full context to a separate "writer" agent, improving performance and reliability.

While consolidating tools seems efficient, using specialized, best-in-class AI agents for each GTM function (one for outbound, one for inbound) yields superior results. The depth and focus of specialized tools enable more powerful and nuanced use cases, justifying the management overhead of multiple systems.

A primary AI agent interacts with the customer. A secondary agent should then analyze the conversation transcripts to find patterns and uncover the true intent behind customer questions. This feedback loop provides deep insights that can be used to refine sales scripts, marketing messages, and the primary agent's programming.

Long, continuous AI chat threads degrade output quality as the context window fills up, making it harder for the model to recall early details. To maintain high-quality results, treat each discrete feature or task as a new chat, ensuring the agent has a clean, focused context for each job.

Agentic AI will evolve into a 'multi-agent ecosystem.' This means AI agents from different companies—like an airline and a hotel—will interact directly with each other to autonomously solve a customer's complex problem, freeing humans from multi-party coordination tasks.