We can all agree old-school thinking won’t cut it for insurance leaders heading into 2026. But experimentation? Venturing into new territory? That’s not easy. We are not risk lovers.
If you’re willing to kick off those comfy old slippers, listen up: Agentic AI. This intelligent, autonomous worker embraced by, uh, everybody and their cat, is amongst those showcased in TTEC’s newly released CX Trends 2026: Fast Forward report.
We’re not talking about basic chatbots anymore. AI is blasting past the simple query, “draft an email,” to autonomously work on behalf of humans to accomplish specific objectives. For your customers, the prompts increasingly become: Help me find a better rate on my insurance premium.
This isn’t just a prediction. It’s a trajectory. In fact, Gartner estimates a staggering 80% of customer service issues will be solved autonomously by agentic AI in the next three years. That’s not far off and it means our approach to customer interaction needs a serious rethink.
AI everywhere
As insurance rates continue to rise, some consumers are already leveraging agentic AI to negotiate lower insurance rates, for example.
Imagine a world where your customers’ AI agents spar with your company’s human (or AI) agents. Are you ready for that? Are your associates prepared? Are you able to discern when an incoming call is from a bot and not a person?
Clarity fuels confidence
With the increasing sophistication of agentic AI, transparency in its use is absolutely vital. Our customers, and even our internal teams, need to understand how these agents operate, what data they use, and how decisions are being made. Building that trust means being open about our AI’s role.
So, as we plan for 2026, it’s important to view agentic AI as threads in the fabric of how we’ll operate, serve, and compete. It’s time to embrace it, build it on a foundation of trust and solid data, and ensure we’re leading the charge, not just reacting to it.
Wonder what flavour AI fits?
A good agentic experience is built on a strong AI foundation. Forward-thinking companies use AI to support and enhance operations with human oversight.
Consider TTEC Insights, which analyses 100% of interactions to drive data-driven decision-making. TTEC Clarity offers tools to improve conversational fidelity by minimising background noise on both ends of a call. ADDI’s real-time, bi-directional voice translation capability empowers associates to deliver world-class CX across more than 30 languages. TTEC Let Me Know interprets customer questions and generates suggested responses for associates. TTEC Perform analyses employee data to provide personalised coaching, targeted feedback, and recognition for associates’ achievements.
Check out TTEC’s full CX Trends 2026: Fast Forward to explore five approaches, including agentic AI, that will prove indispensable to insurance companies in the coming year.
In this report, you’ll discover new ways to future-proof your organisation. Tech stack clarity, for example, becomes mission-critical in the year ahead. Leaders need to cut through the noise and align their tools to ensure better decision-making. Personalisation — big and always getting bigger. Examine how better data, data that’s connected, heightens the customer experience. Empathy is another game-changer but its expression must become more sophisticated and nuanced.
Winning CX will look different in 2026 and beyond. Agile brands will set the pace whilst those stuck in the past will be left behind.
