AI Agents Are Reshaping Enterprise Service: From Intelligent Interaction to Action
In July, consumer protection authorities across Beijing, Tianjin, and Hebei raised concerns about service issues such as difficulties reaching human customer support during discussions with several airlines and online ticketing platforms.
On September 1, China’s first national standard addressing the coordination of human and AI-powered customer service officially took effect. The standard introduces clearer requirements around issues such as making it difficult for customers to reach a human agent and AI systems repeatedly providing irrelevant or unhelpful responses.
Against this backdrop, AI Innovation Day for the Aviation Industry (航空行业 AI 创新日) was held in Guiyang on September 10 under the theme “Agentic Now.” The event explored the latest developments in AI-native technologies, business intelligence, and intelligent applications.
As a long-standing provider of enterprise service solutions, Bricom shared its perspective on how AI Agents can move beyond capability building and become embedded in real-world business operations.
｜Event Highlights
01
AI Agents Are Reshaping Enterprise Service
Traditional AI-powered customer service typically follows a straightforward model: a customer asks a question, the system retrieves relevant information from a knowledge base, and an answer is generated.
This approach works well for high-volume, repetitive inquiries. But in real-world enterprise service, customer needs rarely stop at simply finding information.
Consider a flight disruption. Resolving the issue may require checking flight status, determining eligibility under refund and change policies, reviewing loyalty benefits, coordinating baggage transfers, adjusting onward travel, and, where necessary, handing the case over to a human agent.
Meanwhile, both customer expectations and enterprise service models are changing rapidly:
80%+ of users prefer to begin their interactions through self-service.
49%+ of organizations are already using generative AI to create and deliver self-service content.
41%+ of customer interactions can be resolved independently by AI without human intervention.
This is where AI Agents introduce a fundamental shift: AI moves beyond conversation and information retrieval to actively participate in business processes.
An AI Agent must not only understand what the customer is asking, but also determine what needs to happen next, which rules apply, and which enterprise systems should be invoked to complete the task.
Building an End-to-End Intelligent Service Architecture
For AI Agents to deliver meaningful business value, enterprises need an end-to-end service architecture that connects customer touchpoints with backend systems. AI needs access to the right information, an understanding of business rules, and the ability to execute authorized actions.
Bricom views this architecture through four key layers:
Layer | Primary Role |
Omnichannel Access | Unifies customer interactions across voice, digital channels, email, SMS, social media, and other touchpoints. |
AI Engine | Identifies intent, retrieves knowledge, understands context, and determines the appropriate course of action. |
Core Services | Supports customer service, ticketing, agent collaboration, and business process management. |
Intergration | Connects CRM, ERP, ticketing platforms, and enterprise APIs to retrieve information and execute tasks. |
Together, these four layers provide the operational foundation for AI Agents to function within real business environments.
For enterprises, this means the value of AI extends beyond making individual conversations faster. AI can become part of the entire service journey—from customer engagement and intent understanding to business processing and task completion.
02
Four Capabilities That Enable AI Agents to Deliver in the Real World
Once the underlying architecture is in place, the next question is more practical: How can AI Agents operate reliably in real business scenarios?
In enterprise service, four capabilities form the foundation for successful AI Agent deployment: knowledge, use cases, procedures, and actions.
Knowledge: Connect and structure enterprise-wide knowledge to provide reliable information and context.
Use Cases: Match customer intent and context with the right business scenario and service path.
Procedures: Follow defined business logic, policies, and compliance requirements throughout the process.
Actions: Interact with backend systems in real time to trigger workflows and complete tasks automatically.
The emergence of AI Agents does not simply mean replacing human agents with AI.
The more significant shift is the redesign of how humans and AI share responsibilities across the service journey.
AI Agents handle high-volume, standardized, rule-based processes that are suitable for automation.
Human agents focus on complex cases, critical decisions, and situations where empathy, judgment, and communication skills matter most.
Ultimately, the value of an AI Agent should not be measured simply by how many conversations it handles.
The real measure is whether AI can understand customer needs, apply business rules, connect with enterprise systems, and drive processes through to completion—within the right business context and with the appropriate level of human oversight.
03
Looking Ahead
From intelligent customer service to intelligent contact centers and broader enterprise digital transformation, AI is evolving from a standalone interaction tool into an intelligent layer embedded within business operations.
That is the deeper transformation AI Agents bring to enterprise service:
bringing AI closer to the business, making service more responsive to customer needs, and turning every interaction into an opportunity to move the right task toward resolution.
Beijing Bridge Communication Co., Ltd (Bricom) is an AWS Partner Network (APN) Partner and a Zendesk Premier Partner. Bricom empowers enterprises in China and around the world to achieve digital transformation and continuous innovation, providing implementation capabilities for Amazon Connect and Zendesk, as well as lifecycle management services for Contact Center as a Service (CCaaS).
We offer one-stop integrated solutions for customer interaction data, effectively addressing data silo issues and facilitating the seamless deployment of AI applications for enterprises. By building a unified customer data platform, we realize omnichannel data aggregation and intelligent routing, empowering contact centers to deliver seamless service experiences and fully unlock the value of AI.
Wechat Official Account: Bricom普利康姆 |
Wechat Channel: Bricom普利康姆 |
