"The real change begins when AI stops assisting and starts acting. When systems resolve issues, trigger workflows, and make routine decisions without human involvement, the work itself changes. And when the work changes, the job has to change too. Let's take the example of an airline and lost luggage. Generative AI can explain what steps to take to recover a lost bag. Agentic AI aims to actually find the bag, reroute it, and deliver it."
"The person that was working in lost luggage, doing these easily automated tasks, can now be freed to become more of a concierge for these disgruntled passengers. As agentic AI solves the problem, the human handles the soft skills of apologizing, and offering vouchers to smooth the passenger's transition to a new locale that was disrupted by a misplaced bag, and perhaps going a step further to make personal recommendations for local shops to pick up supplies."
Most managers currently use AI as a productivity tool to speed routine work, summarize meetings, draft responses, and clear small tasks. The real shift occurs when AI moves from assisting to acting, resolving issues, triggering workflows, and making routine decisions without human involvement. Agentic AI can perform end-to-end actions, such as locating and rerouting lost luggage, while humans focus on empathy, apologies, vouchers, and personalized recommendations. Seventy-eight percent of respondents report organizational AI use in at least one function, yet many organizations have not yet redesigned roles around automation. As tasks disappear, judgment and exception handling become primary human responsibilities.
Read at Fast Company
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