From Dashboards to Decisions with Agentic AI

Ankit Poothia, Senior Director of Global BI and Insights at Concentrix, shared how the company is moving beyond traditional business intelligence by deploying AI agents that interpret customer sentiment, identify risks and trends, and autonomously trigger follow-up workflows. Highlighting real-world applications, he explained how these agents proactively escalate issues based on customer feedback before they appear in dashboards, offering speed and clarity far beyond conventional methods. Poothia emphasized that trust is key to AI adoption, advocating for transparent agent design and human-in-the-loop systems that keep humans in control while benefiting from AI-driven insights. He underscored the importance of foundational readiness—clean data, governance, and privacy—to enable scalable and impactful AI actions. Looking ahead, he predicted that agentic AI will increasingly handle recurring analysis and decision workflows, giving business leaders instant insights and freeing them to focus on strategic priorities while improving operational efficiency and accuracy.