At CCW Europe in Amsterdam, I spoke with Michiel Kouijzer, SAFe Product Manager at Essent, about the practical foundations behind customer-facing agentic AI: knowledge management, fast APIs, the experience customers receive, and bringing the organisation along with the change.
We also explore what happens when customers send their own AI agents to businesses. Could personal assistants become a new sales channel? Will they call contact centres, use self-service, or connect directly to business systems?
Michiel shares Essent’s experience with a small home-battery pilot and his perspective on how these customer channels may develop. His comments on future agent behaviour are predictions, rather than established outcomes.