The world of artificial intelligence is advancing rapidly, and with the rise of generative AI, we’ve witnessed a significant leap in capabilities. Now, agentic AI is emerging as the next step in this evolution.
This innovative technology is already being adopted commercially, and it offers a glimpse into the future of AI by going beyond simple task execution. In this article, Marisa Mitchell, Head of Digital Transformation Solutions at Decoded, explores what agentic AI is, how it differs from existing AI solutions, and what it means for the future of business.
At its core, agentic AI refers to systems with a higher degree of autonomy compared to traditional AI that focuses on task execution. While conventional AI models are designed to respond to specific prompts or execute predefined tasks, agentic AI goes a step further. Traditional AI systems typically rely on fixed instructions and are limited to narrow tasks, such as processing data or answering queries based on pre-programmed patterns. These systems don’t adapt or take initiative beyond their designated functions.
In contrast, agentic AI can plan by breaking down tasks, make decisions, and adapt its actions based on changing circumstances. It is designed to be more goal-oriented and learns from its experiences, constantly improving performance. Crucially, this advanced autonomy enables the development of AI agents – intelligent systems that can operate autonomously, chain together actions to achieve complex multi-step objectives, and even manage workflows without direct human oversight.
For example, imagine agentic AI managing the entire lifecycle of software development. Instead of simply writing code when prompted, the AI autonomously generates a series of steps to complete the project. It could design the system architecture, write the code, debug, run tests, and oversee quality assurance. If an unexpected issue arises, such as a bug in the system, the AI agent would detect the issue, identify the root cause, and adjust the code to resolve the problem automatically, keeping the project timeline on track.
The primary distinction between AI agents and assistants lies in autonomy. AI assistants, like voice-powered devices or chatbots, typically follow explicit instructions or respond to commands. While these assistants can handle specific tasks, they don’t possess the autonomy to make decisions or adapt to new situations without human intervention.
In contrast, agentic AI systems go beyond assistance. AI agents can take proactive actions, solve complex problems, and learn from past interactions to improve performance. Think of agentic AI as a digital assistant that not only performs tasks but anticipates needs, executes multi-step processes, and even generates creative solutions that may not have been explicitly instructed.
Major tech companies are already integrating agentic AI into their business models. Salesforce, for instance, has launched Agentforce, a platform designed to deploy generative AI agents autonomously across customer service, sales, and marketing. These agents can interact with customers through voice, text, and even phone calls, handling everything from service inquiries to generating sales leads and running marketing campaigns.
Similarly, ServiceNow has introduced AI agents into its enterprise platform. These self-learning assistants perform tasks across various business operations, such as customer service management and IT service management, without the need for direct human involvement. ServiceNow’s platform allows organisations to develop their own AI agents tailored to specific needs, streamlining operations and improving efficiency.
Beyond these industry leaders, many other organisations are beginning to integrate AI agents into their operations. From startups to established companies, businesses across various sectors are recognising the potential of agentic AI to drive greater autonomy, boost productivity, and enable new capabilities. As this technology evolves, we can expect even more companies to adopt AI agents, opening up new possibilities for innovation and operational efficiency.
The rise of agentic AI is set to significantly impact traditional Software-as-a-Service (SaaS) models. As Microsoft CEO Satya Nadella recently pointed out, AI agents have the potential to reshape how business applications function. He explained that the impact of these agents could be so profound that it might “collapse” the current framework of SaaS solutions as we know them. This disruption stems from the fact that AI agents are expected to automate much of the back-end business logic that traditional SaaS tools currently handle.
Instead of relying on multiple, separate applications for different business functions – such as sales, marketing, and customer support – AI agents will take over these tasks autonomously. They will manage workflows, make decisions, and adapt to new data without constant human oversight. The result could be the automation of entire business operations, completely altering how SaaS solutions are designed, delivered, and used.
1. Customer Service
Beyond FAQs: An AI agent can analyze a customer’s account balance, suggest payment methods, and finalize the transaction, all without human intervention. This reduces resolution times and frees up service teams for more complex tasks.
2. Healthcare
Real-Time Patient Support: Agentic AI can integrate with clinical data, identify relevant treatments, schedule follow-ups, and remind patients of medication usage—elevating patient care while reducing administrative overload.
3. Software Engineering
Development Efficiency: Agentic AI helps automate repetitive coding tasks and orchestrate complex workflows. By offloading mundane tasks to AI, developers can focus on strategic innovation.
4. Training & Upskilling
Adaptive Learning: A well-trained AI agent can tailor learning paths in real time, matching employees with the courses they need when they need them. This dynamic approach shortens skill gaps and keeps teams current on new technologies.
Looking ahead, 2025 is expected to be a pivotal year for agentic workflows, as businesses increasingly adopt generative AI to streamline operations. The key value proposition of agentic AI lies in its ability to autonomously handle routine tasks while still working collaboratively alongside human teams.
This dual capability promises to free up human resources to focus on more strategic, creative, and high-level tasks, driving greater innovation within organisations. AI agents won’t just replace repetitive tasks; they will augment human capabilities by providing insights, optimising workflows, and even generating creative solutions that amplify human decision-making. This synergy between AI and human talent is poised to redefine how work gets done, enabling businesses to achieve unprecedented levels of efficiency and creativity.
As businesses embrace agentic AI, they’ll not only see improvements in operational efficiency and cost savings but also foster a culture of innovation. By integrating AI agents into workflows, organisations can empower their teams to leverage AI in transformative ways, ensuring a future where humans and AI work together to drive productivity and growth.
The rise of agentic AI signals a paradigm shift: Instead of confining AI to narrow tasks, forward-thinking companies harness it to transform entire workflows. For senior executives, this is the key to sustained innovation and market resilience. For L&D leaders, it’s a chance to elevate workforce skills and unlock new levels of organisational performance.
For more information about emerging AI, get in touch with us. Decoded offers Agentic AI workshops, plus a suite of immersive programmes designed to help organisations build AI capabilities and prepare for the AI-driven future.
Through tailored training sessions and apprenticeships, Decoded empowers organisations to:
– Build AI literacy at all levels of the business.
– Develop strategies for responsible and impactful AI adoption.
– Equip employees with the skills needed to thrive in an AI-augmented workplace.
– Develop Data Scientists, Analysts, AI Citizens, and AI Solutions Engineers who can help close the technical skills gap.
As we stand on the brink of an AI-powered era, the question for business leaders is not whether to adopt AI, but how quickly they can integrate it into their strategies. By taking proactive steps now, organisations can position themselves to harness AI’s full potential and drive lasting success.
If you’re interested in attending one of Decoded’s Agentic AI workshops, get in touch.
Sources:
Satya Nadella Reveals ‘How AI Agents Will Disrupt SaaS Models’
https://www.salesforce.com/agentforce/what-are-ai-agents/
https://www.servicenow.com/products/ai-agents.html
https://www.enkryptai.com/blog/ai-automation-vs-ai-agents
Image accreditation: Steve Johnson (February 2023) on Unsplash.com. Last accessed on 24th January 2024. Available at: https://unsplash.com/photos/a-computer-circuit-board-with-a-brain-on-it-_0iV9LmPDn0
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