While generative AI (artificial intelligence) has been the talk of tech for the past several years, agentic AI now offers new opportunities for business—and companies should be preparing for what comes next.
Agentic AI builds on generative AI. Gen AI is simply the idea of turning large quantities of data into actionable intelligence. AI agents build on this capability. NVIDIA suggests agentic AI uses sophisticated reasoning and iterative planning to autonomously solve complex, multi-step problems. It suggests agentic AI uses a four-step process for problem solving: perceive, reason, act, and learn. Simply, it will enhance productivity.
Agentic AI in Customer Service
Let’s consider the example of agentic AI in customer service, which is perhaps one of the most popular use cases these days. Agentic AI will autonomously resolve 80% of common customer service issues without human intervention by 2029, which will ultimately be a 30% reduction in operational costs, according to Gartner.
Agentic AI builds on previous models by enabling AI systems to act autonomously to complete tasks. Both customers and businesses will use the technology to automate interactions.
Naturally, this will be a big shift for both customers and businesses. Companies will need to rethink their approach to managing inbound service interactions—and customers must be willing to leverage agentic AI.
Agentic AI in Financial Services
Building on this idea, another more specific case of agentic AI at work in one particular vertical market is financial services. In December 2024, the World Economic Forum penned an article about how agentic AI will lead to greater autonomy, efficiency, and inclusion.
Some of the key benefits in this vertical market include streamlining operations, driving innovation, and enhancing customer interaction. More specifically, agentic AI could help automate repetitive tasks, create new financial tools such as personalized robo-advisors and offer personalized AI agents who can help manage finances, make decisions, and create goals. Agentic AI can also help in emerging economies where traditional banking remains limited.
Interestingly, the World Economic Forum points to some risks including accountability, privacy and security, market volatility, government and regulation, and responsibility and liability, just to name a few.
Agentic AI in Your Industry
The bottomline is we must consider what the future of work will look like with agentic AI in the mix, because odds are pretty good it is not going away. And, more importantly, it will impact the frontline worker automating tasks and empowering future workers in ways we have yet to consider. Perhaps it’s time you consider how these intelligent agents will shake up your industry!
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