Is Your AI “Chatting” or “Doing”? The Agentic Shift is Here.
Plus, the tool that lets you finally “Ctrl+F” your video data.
📅 December 2, 2025 | ⏱️ 4 min read
Good morning.
We’ve spent the last year talking about the “promise” of Agentic AI—systems that don’t just talk, but actually act. Today, looking at the news from AWS re:Invent and the major consulting firms, that promise just hit the production line. The hype cycle is officially over; the boring, profitable deployment cycle has begun.
Here’s what you need to know today.
🤝 Accenture & OpenAI’s “Agentic” Pact
Accenture has officially launched a flagship program with OpenAI to embed “Agentic AI” into the core of enterprise operations. This isn’t a pilot; it’s a mass deployment strategy to equip tens of thousands of consultants with the tools to rewire how businesses work.
The Signal: This is the moment “AI” stops being a tech product and becomes a workflow standard. Accenture isn’t selling GPT-4 here; they are capitalizing on the inevitable messy reality that buying the model is easy, but integrating it into legacy business processes is the hard, unsexy work that actually generates value.
Related: CEO Julie Sweet said the firm is exiting workers who cannot be retrained in AI
🚕 Lyft’s “Intent Agent” Wins
Lyft, working with AWS and Anthropic, has deployed a new “Intent Agent” that has reportedly reduced customer support resolution times by a massive 87%. The system doesn’t just answer questions; it anticipates the driver’s or rider’s intent and executes the solution.
The Signal: The metric has shifted. We used to care about “deflection” (getting people to go away). Lyft proves the new metric is “resolution velocity.” This is a strategic victory for “doing” over “chatting”—building systems that understand intent, not just keywords.
🏦 HSBC Bets on Mistral
In a significant move for data sovereignty, HSBC has announced a strategic partnership with Mistral AI. The global bank will use Mistral’s models to build internal tools and enhance customer interactions, favoring the open-weight European champion over a pure-play closed US model.
The Signal: Control is the new luxury. For a regulated giant like HSBC, the “black box” of American AI is a liability. This bet validates the hypothesis that the future of enterprise AI is hybrid—companies will pay a premium for models they can audit, control, and run on their own terms.
📞 Amazon Connect’s “Autonomous” Upgrade
Amazon Connect unveiled new capabilities today that allow AI agents to take “autonomous action” during customer calls. These agents can now seamlessly swap in and out with human reps, completing documentation and routine tasks in real-time without the “robot pause.”
The Signal: The “handoff” is dead. We are moving away from the binary of “Human Agent vs. AI Bot” toward a “Bionic Agent” model. If your CX strategy still treats AI as a gatekeeper rather than a co-pilot, you are building for a world that no longer exists.
🛠️ Tool of the Day: TwelveLabs Marengo 3.0
TwelveLabs has launched Marengo 3.0 on Amazon Bedrock, a “video foundation model” that understands video as a complete system—dialogue, gestures, and movement—rather than just frame-by-frame images.
The Signal: Video is 90% of your data, but it’s currently a black hole because you can’t search it. This tool fundamentally changes that economics. Imagine being able to search your entire archive of customer support video calls for “customer frustration gestures” or specific product failures as easily as you search a text doc.
📊 DCX AI Data Stat
The CX Perception Gap is Staggering
91% of business leaders believe their brand delivers consistent customer service, but only 36% of customers agree.
Takeaway: This massive 55-point disconnect proves that internal metrics and executive perception are fundamentally misaligned with customer reality, threatening loyalty and revenue. It highlights the urgent need for leaders to move beyond internal assumptions and focus on what customers actually experience.
See you tomorrow!
The theme across today’s news is clear: We have moved from “Generative” to “Agentic.” The winners (Lyft, Accenture, HSBC) are no longer impressed by AI that speaks well; they are investing entirely in AI that works within the constraints of real business logic.
That’s the rundown for today.
See you tomorrow!
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