Gamechanger AI agents: Why the time is right for your road to success

Artificial Intelligence is rapidly changing entire industries. At the same time, companies are increasingly concerned about being left behind technologically – or making the wrong decisions. In addition, international dynamics and legal requirements are making the path to efficient, trustworthy AI difficult.

Nevertheless, it is apparent that there is a clear path to the future. Together with our partner Synpulse, we presented in our OMR masterclass how companies in Europe can be successful with AI agents – powerfully, securely and in line with basic ethical principles.

With the advent of agentic AI, a new AI paradigm is establishing itself: autonomous, adaptable problem solvers that analyze and process tasks independently. Their efficiency depends crucially on how well they are integrated into existing processes – and whether a higher-level control system is in place.

In the CRM and CX environment, AI agents are already handling entire insurance claims or analyzing 10,000 customer feedbacks per month. As the “human in the loop”, people remain the decision-makers – and continue to bear responsibility.

In the USA, both state and companies invest heavily in closed-source systems. These are often non-transparent and are sometimes deliberately trained in such a way that certain demographic groups are underrepresented in the results.

In contrast, open-source and open-weights model are gaining in importance worldwide. This creates a dilemma for companies: choosing the right AI becomes a strategic decision. Those who rely on platforms where AI models remain flexibly interchangeable are well advised in the long term. In the BSI Customer Suite, every AI model can be changed within 90 minutes, allowing companies to maintain their independency.

In Europe, the GDPR, DORA and the EU AI Act provide clear regulations for the use of Artificial Intelligence. What may initially appear to be a braking factor, on closer inspection turns out to be a competitive advantage:

Binding standards create trust, strengthen data protection and promote responsible AI that prevents discrimination, external control and dependency.

At BSI Software, compliance with European regulations is standard procedure. Our Code of Conduct AI as well as the BSI Ethics Enablers form the basis for the ethically and legally secure use of AI agents. In this way, we create a reliable application environment for our customers right from the start.

Technology can only unfold its full potential when it serves a clear goal. Anyone dealing with end-to-end processes knows that it is crucial to communicate and interact consistently along the entire customer journey.

Whether discount logic, the tonality of the approach or the timing of follow ups – all of these issues require overarching strategic decisions. With BSI Strategies, these requirements can be managed centrally – and implemented system-wide: from campaign to AI agent, from service center to CRM.

Artificial Intelligence is not a risk – if it is based on firm values, clear strategy and the right tools. With the BSI Customer Suite, we create an environment that unites transparency, flexibility and responsibility – thus forming the basis for long-term success with AI agents.

Are you ready for the Road to Success with Agentic AI?

👉 Watch the masterclass recording now (German language):  YouTube video.