"Developing effective agentic AI requires a new research playbook. When systems plan, decide, and act on our behalf, UX moves beyond usability testing into the realm of trust, consent, and accountability. Victor Yocco outlines the research methods needed to design agentic AI systems responsibly. Agentic AI stands ready to transform customer experience and operational efficiency, necessitating a new strategic approach from leadership. This evolution in artificial intelligence empowers systems to plan, execute, and persist in tasks, moving beyond simple recommendations to proactive action."
"It's easy to confuse Agentic AI with Robotic Process Automation (RPA), which is technology that focuses on rules-based tasks performed on computers. The distinction lies in rigidity versus reasoning. RPA is excellent at following a strict script: if X happens, do Y. It mimics human hands. Agentic AI mimics human reasoning. It does not follow a linear script; it creates one."
"Consider a recruiting workflow. An RPA bot can scan a resume and upload it to a database. It performs a repetitive task perfectly. An Agentic system looks at the resume, notices the candidate lists a specific certification, cross-references that with a new client requirement, and decides to draft a personalized outreach email highlighting that match. RPA executes a predefined plan; Agentic AI formulates the plan based on a goal. This autonomy separates agents from the predictive tools we have used for the last decade."
Agentic AI empowers systems to plan, execute, and persist in tasks, enabling proactive action rather than passive recommendations. Leadership must adopt a new strategic research playbook prioritizing trust, consent, and accountability as UX moves beyond conventional usability testing. Agentic systems reason and formulate plans toward goals, unlike Robotic Process Automation which follows rigid, rules-based scripts. In recruiting, an agent can identify certification matches, cross-reference requirements, and compose personalized outreach rather than merely uploading resumes. In scheduling, agents can analyze calendars, detect conflicts, and take corrective action. Responsible design requires research methods that evaluate autonomy, decision-making, and human oversight.
Read at Smashing Magazine
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