GPSJ - SPRING 2025 - Flipbook - Page 30
GPSJ
AI & TECHNOLOGY
FourNet’s IntellAIgent uses
Agentic AI to transform front
and back-office customer service
operations in seconds, with
personalised, complex, contextaware automations
Digital transformation and customer experience specialists, FourNet, today announced the launch of FourNet
IntellAIgent, an Agentic AI platform, designed to enable businesses to streamline operations, enhance customer
experiences, and accelerate AI-driven transformation.
FourNet IntellAIgent is an
innovative, arti昀椀cial intelligencepowered, automation platform
which allows organisations to
create their own intelligent digital
employees (AI Agents).
IntellAIgent is a signi昀椀cant
leap forward in contact centre
technology, able to think and
adapt.
Where traditional automation
tools such as Robotic Process
Automation (RPA) fail, IntellAIgent
is able to launch and manage
complex tasks using multiple
platforms and systems such
as appointment scheduling,
back and forth with customers
on di昀昀erent channels, diary
entries, responding to real-time
scheduling changes, and CRM
updates - all without the need for
human intervention.
It uses what is known as
‘Agentic AI’ to make autonomous,
complex and dynamic decisions
and automate any digital
work昀氀ow, learning as it goes.
Agentic AI combines advanced
machine learning, natural
language understanding and
contextual awareness to create
truly autonomous systems that
can handle complex business
30
processes with human-like
intelligence. In comparison,
traditional automation and rulesdriven AI follow rigid pathways
and struggle with complexity and
unpredictable scenarios.
Unlike traditional automation
tools which are based on Boolean
logic, linear decision trees and
rely on human input, FourNet’s
AI Agent solution operates
autonomously, adapting to
dynamic business needs, handling
complex, unstructured data and
personalises every customer
facing interaction with contextaware, natural conversations.
Richard Pennington, CEO
at FourNet said: “FourNet
IntellAIgent marks the next
evolution in contact centre
technology. Our AI-powered agent
can do in seconds what it would
take a human agent to do in
hours or days, and which Gen AI
couldn’t handle.
“As many businesses face
tighter budgets with fewer
employees, IntellAIgent will
help organisations across every
sector to do more with less,
while coping with rising customer
expectations.”
Key features of FourNet
GOVERNMENT AND PUBLIC SECTOR JOURNAL SPRING 2025
IntellAIgent include:
• Intelligent Decision Making:
IntellAIgent is a tireless,
intelligent team member that
handles repetitive tasks, makes
smart decisions, and learns
over time.
• Multi-Channel Integration:
IntellAIgent seamlessly
manages customer interactions
across various channels,
including voice, email, and
messaging platforms.
• Real-Time Analytics Integration:
IntellAIgent makes datadriven decisions as customer
interactions unfold.
• 300+ pre-built integrations from CRMs like Salesforce,
SAP, and Zendesk to
communication platforms
such as Twilio, Amazon
Connect, and Genesys Cloud,
IntellAIgent seamlessly
connects to the tools
businesses already use. It also
integrates with the latest Large
Language Models from OpenAI,
Google, Meta, and Anthropic,
ensuring cutting-edge AI
capabilities.
James Brooks, Practice Lead
for AI and Automation at FourNet,
added: “Anyone who has
witnessed the technology working
at such incredible speed through
so many tasks cannot fail to be
spectacularly impressed. Forget
chatbots, forget RPA which
require decision trees and human
input, IntellAIgent is way more
clever, adaptive and e昀케cient – it’s
like automation on acid!”
“By deploying an AI-powered
agent that can think, act and
learn, we are now enabling
organisations big and small
to deliver superior customer
experience in the blink of an eye,
while signi昀椀cantly improving their
operational e昀케ciency.”
FourNet has today also
launched the IntellAIgent
Challenge to discover the most
complex task IntellAIgent can
handle. To 昀椀nd out more, and
learn about FourNet IntellAIgent,
please visit www.fournet.co.uk.
