Why Agents Will Change Everything You Know About AI

Written by: Adam Evans, EVP & GM, Salesforce AI Platform

As we navigate the third wave of AI, the agentic era, our world — especially at work — will evolve rapidly. What will it look like with the addition of AI agents?

Artificial Intelligence is poised to reshape the workplace, and while enterprise CIOs are approaching it with caution, the outlook is increasingly optimistic. A striking 84% believe AI’s potential rivals the internet’s transformative power, even as 67% navigate challenges like security, data infrastructure, and uncertain budgets. But as we move through the waves of AI innovation and the technology improves, those barriers will give way to opportunities, instilling confidence in business and IT leaders to invest.

As we enter the third wave of AI, expect to see considerable adoption, especially around autonomous agents. Here’s what those stages look like and why we believe this one will usher in an unprecedented technological shift.

The Three Waves of AI Explained

While it seems new, AI has been around for decades. But momentum really started to build with the adoption of predictive AI 10 years ago. A range of industries have leveraged the technology for tasks such as disease prediction, cost reduction, fraud detection, and waste minimization. This first wave of AI was characterized by data-driven algorithms, machine learning models, and big data analytics. And it’s more prevalent today than ever. Spending on predictive AI is projected to reach $64 billion next year.

Deep learning, neural networks, and natural language processing (NLP) helped launch the second wave of AI around 5 years ago. The release of OpenAI’s NLP-driven ChatGPT in 2022 was a watershed moment for Generative AI, significantly expanding its capabilities and public awareness about the potential and peril associated with the transformative technology. Generative AI can not only generate original content like articles, artwork and even video – it can also help summarize data, forecast trends, but most importantly, it can reason given instructions in even complex scenarios.

Enter the third wave, agentic AI, or autonomous agents, which can not only recommend actions but reason, reflect, and tackle multi-faceted projects without requiring human oversight at every step. Indeed, agentic systems deliver enhanced efficiency by automating routine tasks, provide 24/7 customer support, and offer personalized experiences through advanced algorithms. Salesforce’s Agentforce is already helping teams build agents that can tap into the power of LLMs and their businesses’ existing data, enabling complex predictions and insights, reducing costs, and scaling operations seamlessly while maintaining consistency and reducing errors.

And, agents will be able to interact with other agents, LLMs and generative AI models to help them complete tasks. Agents will empower a digital workforce and enable employees to focus on more high-value strategic and creative work.

The Real World Impact of Autonomous AI Agents

Here are just a few illustrations of how the third, agent-led wave that we’re now in will transform our businesses and lives.

Imagine your refrigerator breaks and when you reach out for customer support, an agent that feels as real as a human can handle your case. Unlike a traditional chatbot that can only answer basic questions, an agent will have all the necessary knowledge on hand to diagnose the problem, schedule an appointment for repairs and order any necessary tools or parts. They can then follow up with warranty information and even make recommendations on whether you should repair or replace the appliance.

While your conversation is happening, in the background, the AI agent is also optimizing stock levels through real-time inventory analysis, getting ahead of delays in the supply chain, and working with technicians in a continuous feedback loop for process improvements. Additionally, the AI agent can analyze historical data to predict potential failures and when certain parts will be needed. This isn’t a fantasy of the distant future. Retailers and manufacturers are already deploying agents to improve their operations. Luxury appliance manufacturer Fisher & Paykel will use Agentforce to take a similar approach to transforming their business model.

What about work? AI agents will not only improve productivity but augment employees with new skills and abilities. Imagine you’re on a sales call with a potential customer. An agent can listen in and offer helpful real-time tips and how to navigate objections or conflicts, offering real-time insights on whether a competitor offers certain capabilities and features, or competitive pricing.

Many agent adopters are already seeing outstanding results. For example:

• Wiley, a trusted publisher and leader in research and learning, is resolving cases 40% faster with Agentforce than with traditional, consumer-grade chatbots.
• Unity Environmental University expects Agentforce to save $800 in staff resource time for every information request made via their website.
• Heathrow Airport, one of the busiest airports in the world, will be able to respond to thousands of traveler queries instantly, accurately, and simultaneously with Agentforce, achieving a 95% response accuracy rate – not to mention lower stress levels for passengers traveling through the airport.
• SharkNinja is using Agentforce and Commerce Cloud to deliver 24/7 personalized support for customers across 28 international markets, and unify its service operations.

How to Realize AI Plans

To participate in Agentic AI and avoid missing out, organizations need a robust AI platform, data integration tools, advanced NLP capabilities, analytics, training and development resources, a user-friendly interface, strong security measures, APIs, customer feedback mechanisms, and ongoing support and maintenance. These tools will help unlock the benefits of Agentic AI and stay competitive.

With Agentforce, there’s no need to DIY (do it yourself) agents. Agentforce, built upon the Salesforce Platform, eliminates the need for complex data integration and custom automation builds. It instantly transforms existing flows, prompt templates, code, and APIs into agent actions, seamlessly connecting to enterprise data, security models, and automations.

As we stand on the brink of a transformative era powered by AI agents, the potential for revolutionizing our work and personal lives is immense. However, the pitfalls of not investing in AI agents are equally significant. Companies that lag behind in adopting this technology risk falling behind their competitors due to outdated processes, reduced customer satisfaction, and a diminished ability to adapt to rapidly changing market conditions. AI agents can be the difference between thriving and merely surviving. By taking proactive steps to invest in and leverage this technology, we can shape a future where humans with agents reach new heights, unlocking unprecedented potential and driving lasting success.