Sutherland, a global leader in business and digital transformation, announced on July 29, 2025, the deployment of its Agentic AI solutions, powering efficient operations for top-tier media and telecom enterprises. These modular, scalable AI agents combine human judgment with intelligent automation to address complex challenges like real-time fraud detection, regulatory compliance, and enhanced customer experiences (CX), driving measurable outcomes without expanding headcount.
Sutherland’s Agentic AI transforms customer interactions by working alongside human agents in real time. For a leading global streaming platform, the AI analyzes queries, pulls answers from a vast knowledge base, and suggests responses, reducing average handle time by 35% and improving accuracy by 6%. It also summarizes calls and recommends subscription upgrades, saving customers up to 15% while enhancing satisfaction through continuous learning from human feedback.
Facing stricter FCC regulations, a top-three U.S. telecom provider implemented Sutherland’s PCI-compliant AI agents across 27 legacy systems and 126,000 agents without operational disruption. The platform detects and removes sensitive data from voice calls, chats, transcripts, and screen recordings in real time, ensuring compliance while enabling fraud detection and secure payment processing. This seamless integration showcases Sutherland’s ability to deliver scalable protection in highly regulated industries.
Sutherland’s platform consolidates all communication channels—voice, email, chat, social, and SMS—into a single recording system, streamlining post-interaction analysis with built-in audit trails. This unified approach enhances operational agility, allowing businesses to analyze interactions, detect fraud, and provide automated coaching without overhauling existing systems. “Our vision for Agentic AI is rooted in collaboration—not just automation,” said Doug Gilbert, Sutherland’s Chief Information Officer and Chief Digital Officer.
Beyond media and telecom, Sutherland’s Agentic AI delivers results in healthcare and logistics, addressing industry-specific challenges like compliance and dynamic customer support. By blending AI with human insight, the platform enables businesses to cut costs, protect sensitive data, and elevate CX in real time. With over 200 patented inventions, Sutherland continues to pioneer digital transformation, offering a clear path for enterprises to stay competitive in a rapidly evolving landscape.
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