Editorial
Gartner named agentic AI as the number one trend that will shape the future of business activities in 2025. While only 10% of organizations used AI agents as of 2024, many spent the last year building proofs of concept and workflows to test this technology’s impact on business activities.
The benefits of these test programs have resulted in successful business applications, with a majority of executives believing AI agents will increase workflow automation and improve customer service and satisfaction.
It is becoming clear that implementing agentic AI solutions this year will be a priority for most business leaders.
Why Agentic AI Is the Next Big Thing
To date, most of the focus has been on generative AI (GenAI), which can process large amounts of data in short periods and provide quick answers based on the information provided. While these uses have been very impressive, they have also been very limited.
Agentic AI takes GenAI to the next level by creating well-defined workflows that are capable of making decisions.
AI agents can make determinations for simple and complex tasks, automating and streamlining many functions within a company’s standard operations. This creates opportunities to automate more menial tasks and supports employees in addressing minor issues more efficiently. These agents also increase the ability of support teams to focus on larger issues that are more critical for the organization.
Related Article: How Will AI Agents Redefine the Workplace?
Building Smarter Processes With Agentic Workflows
The core feature of agentic AI is the development of agentic workflows. This process involves the deployment of multiple AI agents equipped with specific personalities and attributes that make them capable of collaborating and executing defined tasks with high accuracy. This approach enables tasks to be executed with increased precision and fosters dynamic interactions among agents that result in better performance.
The agentic workflow also supports advancements in prompt engineering techniques that significantly enhance the capabilities of AI agents. For instance, it can break down complex issues into individual components, determine the prioritization of tasks and make adjustments throughout the process based on the specific situation. During this process, the agents essentially “self-reflect” and identify areas for future improvement.
First Steps to Getting Started With Agentic AI
Nearly all large enterprises will likely implement a form of agentic AI within their business processes in the next year. One of the most common functions to apply this technology to is in the area of service management. Agents are commonly used to address, prioritize and route queries.
As executives develop structures for these applications, there are three key elements that should be top of mind:
1. Ensure Use of Correct Data
Any autonomous agent is only as valuable as the information and direction it is provided. Any data that is not clean — or data with nuances that can be incorrectly interpreted — can be detrimental to the process.
When an agent misidentifies information or leverages bad data, it can quickly misapply it to queries and learn insights that it will have to “unlearn,” which is a much more difficult process. It is essential that all data has been thoroughly analyzed before sharing it with agents.
2. Install Robust Security Measures
The integration of agentic AI requires careful attention to security and error management. The implementation of robust security measures must include continuous monitoring and effective error-handling protocols to ensure a secure and reliable service environment.
As technology continues to advance, balancing innovation with prudent management will be key to maximizing the benefits of agentic AI in service management.
3. Don’t Let Agentic AI Replace the Agent
There has been increased focus over the last few years on AI potentially replacing human agents. Companies that pursue agentic AI with that goal will struggle to succeed.
In simplest terms, human agents will be necessary to handle complicated issues and oversee any AI-driven solutions to ensure accuracy. Without this oversight, agentic AI can very quickly take wrong turns that can create significant complications. The best strategies for agentic AI should plan to leverage the technology to support human agents and make them more efficient, while including significant oversight and constant testing of the AI agents.
Related Article: 5 AI Case Studies in Customer Service and Support
The Growing Impact of Agentic AI in Business
It would not be surprising to see more than half of — if not all — executives leveraging agentic AI within their organizations. The technology is revolutionizing service functions in all industries by enhancing efficiency, decision-making and personalization.
Webinar
Jun
18
[EIS Webinar] Engineering the Retail Infrastructure for AI-Driven Commerce
AI-ready retail: build the smarter IT foundation that fuels growth.
Register
Conference
Jun
23
Forrester CX Summit North America Nashville 2025
Register
Webinar
Jun
26
From Search to Solutions: How AI Agents Can Power Digital Commerce in 2025
Join our webinar to discover actionable AI strategies that will elevate your brand and boost your bottom line.
Register
Webinar
On demand
Drive B2B Growth on LinkedIn With Video and AI
Join our webinar to unlock AI-driven video strategies on LinkedIn, boost performance and engage high-value prospects!
Watch Now
Webinar
On demand
The Great Workforce Breakdown (And How to Stop It)
Disconnected employees. Failing communication. It’s time to turn things around.
Watch Now
Webinar
On demand
Maximize Your Intranet’s Value: Enhance the Employee Experience for Greater Adoption
Learn practical strategies to enhance usability, boost adoption and ensure your intranet becomes a true productivity hub.
Watch Now
However, the integration of AI agents requires careful attention to security and error management. By implementing robust security measures, continuous monitoring and effective error-handling protocols, organizations can leverage agentic AI’s full potential while ensuring a secure and reliable service environment.
As technology continues to advance, balancing innovation with prudent management will be key to maximizing the benefits of agentic AI in service management.
Learn how you can join our contributor community.
