Businesses are increasingly adopting AI agents that automate tasks, improving efficiency in operations. Unlike earlier AI tools, these agents can perform actions independently by planning and following predefined steps. Companies like ServiceNow and GitHub demonstrate the capability of AI agents in managing IT requests and assisting developers respectively. Furthermore, Cisco enhances customer service with AI agents that engage with customers, assist live agents, and summarize conversations, thereby streamlining processes and optimizing outcomes across various business sectors. The shift to AI agents represents a transformation in workflow management and problem-solving.
In 2023, most companies were experimenting with large language models. These tools helped with writing, research, and support tasks. They were smart, but they waited for instructions and could not take action on their own.
AI agents can take a broad goal, figure out the steps, and carry it out without needing help at every stage. Some can even fix problems along the way.
For example, ServiceNow uses AI agents to manage IT requests. If someone needs software installed or a license updated, the agent takes care of it from start to finish.
Cisco is using AI agents inside Webex to improve customer service. One agent speaks directly to customers, another supports human agents during live calls.
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