As AI technology evolves, the concept of an “AI agent” is taking center stage, fundamentally shifting how we think about automation, intelligence, and the future of human-computer interaction. Michael Bachman, Boomi Innovation Group’s Head of Research, Architecture, and AI Strategy, captured this vision during his closing keynote at O3’s 1682 Conference, exploring the trajectory of AI agents and their role in our journey toward Artificial General Intelligence (AGI). From simple task automation to systems that could revolutionize creativity, problem-solving, and economic growth, AI agents are key to unlocking the next phase of intelligent digital interaction.

What are AI agents?

An AI agent is a program capable of performing complex tasks autonomously on behalf of a user or system, adapting and learning over time to better fulfill its objectives. Unlike traditional automation, which follows a strict, pre-defined set of rules, AI agents leverage machine learning, natural language processing, and other AI techniques to operate independently in dynamic environments. Steve Nouri, a thought leader in generative AI, recently highlighted the exciting new capabilities of AI agents: they are not only understanding commands but also acting independently by navigating software, executing complex workflows, and enhancing productivity in ways previously unimaginable.

As a recent example, Anthropic’s release of Claude 3.5 Sonnet introduced a feature in public beta: computer use. Claude is now able to navigate computer interfaces like a human, allowing it to perform tasks such as analyzing data, managing files, and even troubleshooting software autonomously. Although the technology is still in its early stages and somewhat clunky, this capability sets a significant precedent for what future AI agents might accomplish. Imagine an AI agent that could autonomously manage an inbox, retrieve and analyze live data, or automatically complete complex workflows without relying on coded integrations and custom workflows which can be expensive and time consuming to set up. This capability does more than improve efficiency—it opens up a world of possibilities for AI agents to redefine digital interactions and drive productivity.

The business impact of AI agents: the possibilities are immense

Envision a future where people move away from traditional web or app-based workflows, instead relying on AI agents that autonomously navigate the online and offline world to fulfill tasks. Something like Jarvis from Marvel movies—but, real. From making bookings to gathering research insights to data entry or even comparing medical reports, these agents can streamline and personalize our digital interactions, making daily tasks more efficient and tailored to individual needs. These are true digital assistants that are moving beyond simply providing information to actively executing tasks autonomously, transforming workflows across industries. Here’s how this shift could play out:

Healthcare or insurance support:

In healthcare, AI-powered agents could do more than just assist by answering patient questions. When a patient requests a bill explanation, for instance, an agent will be able to pull up the billing details, verify insurance coverage, and initiate a claim if needed. If a patient wants to book a follow-up appointment, the agent could check provider availability, schedule the appointment, and handle the insurance pre-authorization—all seamlessly and in real time. This action-oriented support reduces the burden on medical or administrative staff and enhances the patient experience by offering comprehensive, efficient assistance.

Customer service activation in retail

Currently, AI agents in customer service are generally limited to providing FAQ-like responses and links. Activated agents, however, could perform complex actions directly based on customer context and preferences. If a customer asks about an order status or needs a refund, the agent will check order details, initiate refunds, and even reroute the package if necessary, without requiring human intervention. This approach not only streamlines the support experience but also empowers agents to resolve issues more efficiently while focusing on high priorities that require human intervention.

Productivity enhancement for employees in corporate environments

Internally, in a corporate setting, activated AI agents could transform personal productivity by performing actions traditionally requiring manual effort. For instance, instead of simply pulling up relevant files or previous communications, the agent could retrieve and analyze real-time data, populate reports, book meetings, and even follow up with team members on outstanding tasks. Employees will be able to rely on these agents for hands-on assistance, freeing up time for higher-level strategic work.

While we’re speculating on some of this, in each of these scenarios, the key point is that we’re moving away from passive support tools to a world where AI is an active participant, capable of gathering real-time data, executing tasks, and interacting with external sources to offer end-to-end solutions. This new level of functionality signals a shift in AI’s role—moving beyond simple responses to driving meaningful actions that enhance efficiency, productivity, and user satisfaction across industries.

Preparing for an agentic future

Gartner projects that by 2028, agentic AI will be integrated into 33% of enterprise software applications, a significant increase from less than 1% in 2024. This advancement is expected to enable autonomous execution of 15% of daily work decisions. As businesses increasingly rely on agents, important considerations are emerging:

• Ethical AI and bias mitigation: AI agents must act transparently and without bias. Prioritize diverse training data and continuous monitoring to align agent actions with company values and build user trust.
• Interoperability and integration: For seamless functionality, agents should integrate smoothly with existing systems (e.g., CRMs, ERPs). Modular architectures enhance compatibility and allow for scalable AI solutions.
• Data privacy and compliance: Robust data protection practices and adherence to industry regulations are essential, especially in regulated sectors, to maintain security and build confidence in AI-driven initiatives.

At O3, we recognize that an agentic future isn’t merely about deploying the latest tools but thoughtfully integrating them in ways that are responsible, strategic, and scalable. As we continue to advise organizations on their planning for 2025 and beyond, here are 5 important actions to take:

1) Align AI initiatives with business goals

Ensure AI projects are directly tied to overarching business objectives to maximize value and impact.

2) Understand customer and employee journeys

Map current and future journeys to identify pain points and opportunities, guiding AI implementations that enhance both user and employee experiences.

3) Prioritize data quality and accessibility

Effective AI solutions require accurate, high-quality data. Assess and refine data sources to support AI analysis and learning.

4) Define measurable outcomes

Set clear, achievable KPIs to evaluate AI project success and adjust strategies as needed.

5) Plan for ethical and responsible AI use

Establish transparency, fairness, and privacy measures to build trust and ensure the ethical deployment of AI technologies.

The future of AI agents is exciting, with immense potential to evolve the business landscape. As these agents become more capable, O3 and other forward-thinking companies will play a crucial role in unlocking their potential while navigating the complexities that come with such transformative technology. For us, the journey with AI agents isn’t just about technological advancement; it’s about building a responsible, collaborative, and innovative path toward a smarter, more empowered world. Ready to explore how AI agents can transform your business?

Contact O3 to start building intelligent, impactful solutions for the future.