As the BPO industry confronts the disruptive potential of Agentic AI, ModelOp’s VP of Product, Dave Trier, is offering critical perspective on both the promise and the peril of this new era.
In a recent feature by Nearshore Americas, Trier joins a panel of industry experts discussing how Agentic AI — autonomous agents capable of decision-making and execution — could redefine operations in Business Process Outsourcing. Unlike previous waves of automation, Agentic AI doesn’t just assist workers — it can replace entire task chains.
But while much of the industry conversation leans into hype or fear, Trier brings a grounded, operational lens.
“Contact center agents may evolve into supervisors of AI agents — handling edge cases, refining responses, and ensuring quality."
This shift isn’t about humanoid robots taking over factory floors. As Trier points out, Agentic AI is software, not hardware — and its footprint will be largely invisible.
“The ‘robots’ will be invisible and they’ll increasingly handle tier-1 support, simple claims, and transaction processing without ever alerting a human."
Trust and control are critical when deploying AI at scale. In the Nearshore Americas article, Trier underscores the urgency of getting governance right before handing decision-making authority to autonomous agents.
“Agentic AI can take action based on what it learns, which means a flawed instruction or misinterpreted feedback could create a cascade of errors. In layman’s terms: giving an Agentic AI the wrong rule is like sending a new employee to do a job with bad training — and letting them make decisions unsupervised. Without oversight, you may not catch the mistake until hundreds of customers are affected.”
As enterprises experiment with these powerful tools, Trier’s message is clear: Agentic AI may be the future — but only with the right guardrails.
