The transition from generative AI to agentic AI signifies a major change in enterprise operations, where agentic systems go beyond content generation to perform complex actions autonomously. The architecture behind these systems is crucial, allowing for optimized workflows that improve adaptability and efficiency across functions like customer service, IT operations, and marketing.
In customer service, agentic AI automation reduces human interaction by managing entire workflows, from understanding user intent to executing resolutions independently. For instance, Frontier Airlines utilized AI agents to automate reservation workflows, significantly cutting average handling times and enhancing customer satisfaction metrics. Similarly, in IT, AI shifts operations from reactive ticket management to proactive support, as seen with Leeds United’s successful AI implementation that reduced ticket volumes and allowed teams to focus on critical tasks.
Ultimately, the goal is to create a self-managing ecosystem of specialized agents working collaboratively across various functions. CIOs must lead this transformation by fostering an agentic mindset, identifying impactful workflows, and investing in the necessary infrastructure and technology to enable these innovations, ensuring sustained competitive advantage in the evolving landscape.
👉 Pročitaj original: CIO Magazine
