Artificial intelligence often seems complex and daunting, with its high costs and potential biases. However, a new approach is emerging that introduces AI in a more manageable way. By breaking it down into smaller, task-specific agents, AI can be integrated into the workplace more easily and less disruptively. These AI bots can serve as digital assistants, helping employees with various tasks without necessarily displacing them from their jobs. This approach, known as “agentic” workflows, is gaining traction as organizations look for ways to leverage AI technology effectively.
AI agents have already begun to appear in various roles, from virtual assistants like Siri and Alexa to automating appointment scheduling and IT service desk inquiries. These agents range in expertise from simple “reflex agents” to more complex “learning agents” and “hierarchical agents” that can oversee complicated processes. While only a small percentage of organizations currently have functioning AI agents, a significant majority plan to implement them within the next one to three years, according to a recent survey by Capgemini.
The potential of AI agents reflects the broader promise of AI technology. Many organizations see AI agents as a way to automate tasks, improve productivity, and free up human operators to focus on more valuable functions such as customer experience. Trust in AI agents is also relatively high, with a majority of respondents indicating they would trust AI agents for tasks like data analysis and sending professional emails. However, it is important to establish guardrails to ensure transparency and accountability in AI decision-making processes.
Examples of successful implementations of AI agents are already seen in companies like Klarna, a Swedish payments company that uses an AI assistant to handle tasks equivalent to the workload of nearly 700 employees. This AI assistant manages service requests, refunds, and returns in multiple languages, showcasing the potential for AI agents to streamline operations and improve efficiency. As organizations continue to explore the possibilities of AI agents, it is clear that these digital assistants have the potential to transform the way we work and interact with technology in the future.
