Redefining CX with Agentic AI: Minerva CQ Case Study

Despite advances in AI for contact centers, customer experience (CX) continues to suffer from high average handling time (AHT), low first-call resolution, and poor customer satisfaction (CSAT). A key driver is the cognitive load on agents, who must navigate fragmented systems, troubleshoot manually, and frequently place customers on hold. Existing AI-powered agent-assist tools are often reactive driven by static rules, simple prompting, or retrieval-augmented generation (RAG) without deeper contextual reasoning. We introduce Agentic AI goal-driven, autonomous, tool-using systems that proactively support agents in real time. Unlike conventional approaches, Agentic AI identifies customer intent, triggers modular workflows, maintains evolving context, and adapts dynamically to conversation state. This paper presents a case study of Minerva CQ, a real-time Agent Assist product deployed in voice-based customer support. Minerva CQ integrates real-time transcription, intent and sentiment detection, entity recognition, contextual retrieval, dynamic customer profiling, and partial conversational summaries enabling proactive workflows and continuous context-building. Deployed in live production, Minerva CQ acts as an AI co-pilot, delivering measurable improvements in agent efficiency and customer experience across multiple deployments.

Reversing the Paradigm: Building AI-First Systems with Human Guidance

The relationship between humans and artificial intelligence is no longer science fiction -- it's a growing reality reshaping how we live and work. AI has moved beyond research labs into everyday life, powering customer service chats, personalizing travel, aiding doctors in diagnosis, and supporting educators. What makes this moment particularly compelling is AI's increasing collaborative nature. Rather than replacing humans, AI augments our capabilities -- automating routine tasks, enhancing decisions with data, and enabling creativity in fields like design, music, and writing. The future of work is shifting toward AI agents handling tasks autonomously, with humans as supervisors, strategists, and ethical stewards. This flips the traditional model: instead of humans using AI as a tool, intelligent agents will operate independently within constraints, managing everything from scheduling and customer service to complex workflows. Humans will guide and fine-tune these agents to ensure alignment with goals, values, and context. This shift offers major benefits -- greater efficiency, faster decisions, cost savings, and scalability. But it also brings risks: diminished human oversight, algorithmic bias, security flaws, and a widening skills gap. To navigate this transition, organizations must rethink roles, invest in upskilling, embed ethical principles, and promote transparency. This paper examines the technological and organizational changes needed to enable responsible adoption of AI-first systems -- where autonomy is balanced with human intent, oversight, and values.

Beyond-RAG: Question Identification and Answer Generation in Real-Time Conversations

In customer contact centers, human agents often struggle with long average handling times (AHT) due to the need to manually interpret queries and retrieve relevant knowledge base (KB) articles. While retrieval augmented generation (RAG) systems using large language models (LLMs) have been widely adopted in industry to assist with such tasks, RAG faces challenges in real-time conversations, such as inaccurate query formulation and redundant retrieval of frequently asked questions (FAQs). To address these limitations, we propose a decision support system that can look beyond RAG by first identifying customer questions in real time. If the query matches an FAQ, the system retrieves the answer directly from the FAQ database; otherwise, it generates answers via RAG. Our approach reduces reliance on manual queries, providing responses to agents within 2 seconds. Deployed in AI-powered human-agent assist solution at Minerva CQ, this system improves efficiency, reduces AHT, and lowers operational costs. We also introduce an automated LLM-agentic workflow to identify FAQs from historical transcripts when no predefined FAQs exist.