From AI to ROI: Unlocking meaningful customer and citizen service at scale with agentic AI

In this podcast episode of From AI to ROI, CGI’s Victor Foulk hosts a powerful discussion with Niklas Bläsing, Director Consulting Expert at CGI in Germany, and Sebastian Glock, Director of Product Marketing at Cognigy, on various high-impact agentic AI use cases across industries. The trio deep dives into how intelligent agents deliver real-time, context-aware support across channels—transforming both customer service and business operations. They examine how industries such as retail, government and logistics are leading the way, as well as how organizations can overcome challenges related to integration, governance and workforce readiness.In the conversation, the speakers reflect on the evolution of customer experience: moving away from rigid, robotic interfaces toward intuitive, human-like interactions that elevate customer satisfaction and reduce friction. From proactive outbound calls to hyper-personalized responses, agentic AI is unlocking the potential for meaningful service at scale.Reach out to us with any feedback!Discover how AI is transforming enterprises and government organizations. Visit cgi.com/ai for insights, resources, and news on AI-driven strategies.