Agentic Frameworks Using AI in the Liberty Platform

14th February 2025

by Chris Martin

Agentic frameworks are emerging as a transformative approach in the automation landscape, particularly with the integration of Large Language Models (LLMs). These frameworks enable LLMs to operate autonomously, controlling workflows and making decisions based on real-time data and contextual understanding.

Agentic frameworks generally refer to theoretical structures or approaches that emphasise human “agency” – meaning the capacity of an individual to act independently and make their own free choices. This is where the term “agentic” originates from.

While Forrester tells us that “AI agents will soon demonstrate enterprise value, particularly when integrated into complex long-running business processes”, some people will be cautious, instinctively worrying that Agentic AI will not comply with their internal policies and sector legislation. The risks and challenges of Agentic AI are greatly reduced by a platform approach. A platform with an Agentic Framework, which delivers specific capabilities, helps to address these concerns, in comparison with deploying an AI Agent.

Liberty Platform – the tools for businesses to succeed in the automation era

With AI powering our Liberty Platform, we’re not just enabling automation – we’re empowering businesses to reimagine their processes in a way that feels seamless, intelligent and (dare we say it) quite human.

What sets the Liberty Platform apart is its unique position as an end-to-end platform encompassing all the critical tools that businesses need to succeed in this new era of automation. Whether it’s delivering exceptional customer experiences in the contact centre, empowering citizen developers to build applications in low-code, or automating processes with RPA, AI intelligence underpins it all.

The platform is designed to adapt and evolve with the demands of modern organisations. Liberty’s interconnected solutions make it the perfect foundation for agentic frameworks, offering unparalleled integration and intelligence across every touchpoint.

Let’s explore how some of Liberty’s suite of solutions work together, leveraging agentic frameworks, turning bold ideas into tangible results.

Agentic frameworks in action

Customer support automation with Liberty Converse CX

Liberty Converse CX, our omnichannel contact centre solution for customer engagement, becomes even more powerful as they are infused with agentic frameworks powered by AI. Imagine a bustling contact centre where every customer interaction is personalised, swift and impactful -without exhausting your human agents.

• Autonomous issue resolution: AI can enable Liberty Converse CX to resolve customer queries autonomously. For example, when a customer reaches out about an issue with their broadband service, Converse CX (fuelled by AI) can analyse the complaint, consult troubleshooting guides, review account history and propose a solution—all without needing a human agent to intervene. If the situation calls for human expertise, the system seamlessly escalates the case, providing the agent with all the necessary context to avoid any back-and-forth.
• Proactive engagement: Customer journeys can be enhanced with proactive interactions. Suppose AI in Converse CX prompts you that a customer repeatedly visits a specific section of a retailer’s website but hasn’t yet made a purchase. Converse CX can step in, armed with insights from AI, to send a timely, tailored recommendation. Perhaps with a discount or additional product information, to nudge the customer towards conversion.

Low-code revolution with Liberty Create

Liberty Create, our low-code platform, empowers organisations to develop tailored applications. And it’s powered with AI, making the apps smarter, more responsive and integral to your workflows.

• Smart patient engagement: Take an NHS practice using Patient Hub, our patient engagement portal, which was built in Liberty Create. Once implemented, it actively monitors patient behaviour to predict and mitigate missed appointments. For instance, if a patient frequently reschedules or cancels, Patient Hub logs them as a risk for non-attendance, using AI. The system springs into action: it sends a personalised reminder, updates the database and notifies the consultant. This is without human intervention, operating autonomously, controlling workflows and making decisions based on real-time data and contextual understanding to proactively improve attendance rates, and providing peace of mind for everyone involved.
• Effortless data management: Post-appointment, using AI, Patient Hub summarises the consultant’s notes, cross-checking them against historical data to spot potential issues. For example, recurring symptoms could prompt the system to recommend a follow-up or flag patterns for further analysis. This enables healthcare providers to focus on patient care while ensuring nothing important slips through the cracks.

Smarter RPA with Liberty RPA

Liberty RPA takes robotic process automation to the next level by integrating external data, generating insights, and executing tasks autonomously—all while working seamlessly with other Liberty solutions.

• Data-driven marketing: A retail business can leverage RPA in its marketing strategy. Liberty RPA logs into social media platforms, scans reactions to recent campaigns and summarises feedback. If customers rave about a particular tone or visual style, this is analysed by AI to adjust future content accordingly. This insight flows into a Liberty Create app, where the marketing team selects the next campaign. Liberty RPA wraps up by scheduling and posting content automatically.
• Streamlined procurement: For housing providers, Liberty RPA simplifies procurement. It logs into supplier platforms, extracts pricing and stock information and delivers insights to Tenant Hub, our low-code solution for housing providers. If essential materials run low, the system autonomously orders them, keeping projects on track. By eliminating manual steps, Liberty RPA ensures that both tenants and contractors benefit from uninterrupted service.

The Liberty Platform AI advantage

AI enriches every product in the Liberty Platform, creating powerful synergies across our entire suite. It doesn’t just add intelligence – it seamlessly connects workflows, optimises processes and enhances capabilities by allowing each product to leverage insights and actions from the others.

For example, imagine a customer logging a complaint via Liberty Converse CX. Liberty Create generates a bespoke workflow to address the issue, Liberty RPA automates the necessary follow-up actions and AI refines the process over time, based on feedback. Together, these solutions don’t just solve problems – they evolve with the organisation’s needs, delivering a service that feels seamless and responsive.

A human touch to automation

At Netcall, we believe agentic frameworks aren’t about replacing human ingenuity. They amplify it.

Whether it’s enhancing customer experiences, empowering non-technical users to build apps, or keeping supply chains resilient, Liberty Platform lightens your load so you can focus on what matters most.

With AI underpinning it all, your workflows don’t just get the job done, they thrive, adapt and grow with you.