Or maybe not. What is the real impact of AI in the workforce?
The title may be dramatic, but it’s warranted, as the promise of AI reducing headcount has largely been a fallacy. However, a recent Gartner report suggests that by 2028, 33% of enterprise software applications could include autonomous Agentic AI.
What now… Agentic AI?
Gartner defines “agentic AI” as AI with agency—software entities that don’t just follow orders but operate as goal-driven entities. These entities actively plan, execute, and learn, potentially changing how enterprises operate. Essentially, they operate autonomously, and in some cases, multiple AI agents can work together, forming a multi-agent ecosystem to tackle more complex problems.
Intelligent AI Assistants are already providing an ROI
We’re already seeing how AI agents—intelligent assistants—are proving indispensable across industries. From helping customers through self-service channels to enabling service agents to resolve requests faster, these AI-powered assistants are accelerating incident response times and elevating workforce capabilities. For example, BT observed resolution time reduced from 4.7 hours to less than a minute, while Wiely achieved 50% faster onboarding – all thanks to AI Assistants. They aren’t just tools; they’re amplifying the performance of human teams.
What’s particularly noteworthy is the impact these AI assistants have on workers with lower or mediocre performance levels. Studies show that intelligent assistants are narrowing the gap between high performers and the rest of the workforce. For instance, in a study on software developers the productivity increased by 26% when using coding AI assistants, especially for junior developers.
So what next?
The current AI implementations excel at automating routine tasks and minimizing manual intervention, provided they are guided by clear prompts and predefined rules. These AI implementations have not yet demonstrated success in more complex situations—those that lack well-defined processes or foundational data.
The real question is, can agentic AI surpass the limitations of today’s AI implementations? Could fully autonomous agents take on more complex work— and if so, what does that mean for the workforce?
As leaders, how will you prepare for the potential of AI that not only assists but also operates independently?
