Agentic AI: Next big leap in workplace automation
Agentic AI is revolutionizing customer service by providing personalized and efficient interactions. Many companies are leveraging this technology to streamline their operations and increase productivity. However, there are growing worries about the potential impact on employment as more tasks become automated. Despite the benefits of agentic AI, it is crucial to address the ethical and social implications of its widespread use. Finding a balance between innovation and job security is essential in navigating the future of AI in the workplace.
The next time a customer calls a healthcare helpline or seeks assistance for a delayed food delivery, they may unknowingly be speaking with an artificial intelligence system rather than a human representative, as corporations rapidly adopt AI agent technology. Major technology companies including Zoom, Adobe, Microsoft, Cisco and Atlassian are making a significant pivot towards “agentic AI” — systems that can autonomously work towards goals with human-like intelligence.
Evolution of Agentic AI
“AI workers with human level intelligence,” is how Ram Menon, CEO and co-founder of Indian tech company Avaamo, describes this evolution. According to Menon, agentic AI operates with proactiveness at its core, driven by autonomous capabilities to “perceive, reason, act and learn” towards prescribed outcomes.
Industry Developments
Industry developments showcase this trend’s momentum. Adobe has developed 10 purpose-built AI agents for enterprises, while Zoom has incorporated agentic capabilities into its platform. Microsoft has created Sales Agents designed to research leads and contact customers on behalf of businesses. Nvidia is collaborating with Wipro to develop agentic AI for government applications.
Artificial Intelligence's Third Wave
These developments represent what experts view as artificial intelligence’s third wave, following predictive AI and generative AI. This latest iteration utilizes sophisticated reasoning and planning to autonomously solve complex, multi-step problems — essentially replicating skills that could replace some human office functions.
Impact on Workplace Transformation
“Agentic AI is a major leap that will accelerate workplace transformation,” said Anjul Bhambhri, senior vice president of engineering at Adobe Experience Cloud. Their AI agents’ capabilities include content production, data engineering, experimentation, and workflow optimization.
Training Methodology and Effectiveness
The effectiveness of agentic AI depends on its training methodology, which typically incorporates large language models (LLMs), small language models (SLMs), reinforcement learning models, transformer architectures, generative adversarial networks, and probabilistic reasoning.
Current Focus and Future Applications
Currently, agentic AI development focuses on enterprise applications and in-office workflows for individuals. Companies are exploring extending these AI capabilities beyond customer support to various industries such as healthcare management, data analysis, sales, personal assistance, content creation, research, and cybersecurity monitoring.
Challenges and Opportunities
Companies developing or implementing agentic AI consistently highlight productivity gains, time savings, and creative potential. However, questions about the future of human employees currently performing these tasks remain unanswered, as AI continues to evolve and integrate into various sectors.