A recent Deloitte survey revealed that 26% of leaders are exploring the use of autonomous agents in their organizations. ServiceNow has implemented AI agents that handle 80% of customer support cases, effectively reducing response times for complex issues by 52%. Other companies like Salesforce and SAP are following suit with their own AI solutions. While human workers maintain oversight of AI operations, the anticipation is that these agents will become fully autonomous, leading to the emergence of collaborative multiagent systems in the workplace.
Humans mostly remain in the loop for now, but vendors anticipate this technology will become fully autonomous. Multiagent systems... will proliferate.
Chris Bedi, ServiceNow's chief customer officer said employees still handle one out of every five customer-support requests. They're getting new support from agentic AI.
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