168 THE LAST WORD Thanks to rapid developments in the reasoning of AI models, we’re now entering a new era of AI agents. Agentic AI, which involves the use of AI agents to perform automated tasks without the intervention of humans, is quickly becoming a key priority for organisations as they plan for the future. The key difference AI agents can make is their ability to automate more complicated tasks. Whereas a rules-based system can break down if faced by a situation that hasn’t been predicted by its designers, an AI agent can adapt to deal with an unlikely scenario. What’s more, it could be directed to solve these problems using natural language, rather than computer code, making it far easier for employees to work collaboratively with the agent. “In 2023, an AI bot could support call centre representatives by… suggest[ing] responses,” said McKinsey in its Superagency in the workplace: Empowering people to unlock AI’s full potential report. “In 2025, an AI agent can converse with a customer and plan the actions it will take afterwards.” Gartner identified agentic AI as its top technology trend for 2025, predicting that by 2028, at least 15 per cent of day-to-day work decisions will be made through agentic AI. Though this could raise concerns about the threat such technology could pose to workers, AI agents will instead prove to be an enhancement to employee capabilities, suggests Tom Coshow, senior director analyst at Gartner. “Agentic AI has the potential to significantly empower workers,” says Coshow. “It’ll enable them to develop and manage complicated, technical projects – whether microautomations or larger projects – through natural language.” This dramatic shift in the way we work is already taking place. For example, Fujitsu leveraged Microsoft Azure AI Agent Service to develop an intelligent, scalable AI agent for sales automation. The agent boosted productivity of sales teams by 67 per cent, allowing teams to shift from time-intensive tasks to strategic planning and customer relationship building, while also supporting new hires with product information and strategic guidance. “There is immense potential for agents to drive AI-first differentiation for organisations everywhere, especially when combined with Microsoft Copilot and human ambition,” said Judson Althoff, executive vice president and chief commercial officer at Microsoft. BY ALEX SMITH AI agents are collaborating with workers to automate complex tasks and transform the way we work The new era of AI AI agents can perform a range of complex tasks to help employees work more effectively
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