62% Plan Agentic Customer Interactions, but Only 39% Have a Shared Data Platform Ready.
AI's ambition advances faster than data unification.
Image: Adobe Customer Engagement Digital Trends · original publication Image source ↗
What happened
Adobe reports that 62% of organisations plan to have an agenic or concurrently interaction with customers in the next 18 months, while only 39% claim to have a shared dataset prepared for an agenic AI at scale.
What changes
The bottle necks move from the AI model to an identity, permission, quality and availability of data.
Why it matters
An agent with incomplete data can automate wrong decisions far faster than a person.
Implications for businesses
Before giving an agent autonomy, a company should define what's the client's master's tab, what systems they can write about and what data are reliable.
One Rhino’s take
The intelligence of an agent does not fix an architecture that's tipsy. First, a shared version of reality is required.
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