Thousands of AI agents later, who even remembers what they do?

Gartner has highlighted the risks and opportunities of "agentic AI", which are goal-driven software entities that autonomously make decisions and take actions on behalf of an organization. The firm warns that organizations could lose track of the purpose and function of the numerous bots they create, and that poor data quality and architecture could increase risk and hinder the development of agentic AI. It also cautions that AI agents could alienate customers if poorly designed, and recommends creating customer journey maps to design the ideal customer experience.

Despite the risks, Gartner predicts that a third of enterprise software will incorporate such agents and 20% of digital storefront interactions will be conducted by AI agents. The firm believes that if properly employed, AI agents can increase the number of tasks and workflows that can be automated, and their ability to constantly analyze the performance of personalized interactions surpasses human capabilities. However, the firm also notes that the risks associated with agentic AI can be managed if the potential benefits outweigh them.

Key takeaways:

Gartner warns of risks associated with AI agents, including the potential for organizations to lose track of the purpose and function of the numerous bots they create.
Agentic AI, which autonomously makes decisions and takes action on behalf of an organization, is becoming increasingly popular with vendors such as Salesforce.
Despite potential risks, Gartner predicts that a third of enterprise software will incorporate agentic AI and 20% of digital storefront interactions will be conducted by AI agents.
While agentic AI can increase automation and improve customer engagement, organizations must invest in the necessary skills, practices, and technologies to ensure the AI agents are trustworthy and effective.

Thousands of AI agents later, who even remembers what they do?

Key takeaways:

Comments (0)

Newsletter