"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."
"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 enables systems to plan, decide, and act autonomously to achieve goals, moving beyond predictive recommendations to proactive execution. These systems require research methods that prioritize trust, informed consent, accountability, and UX beyond traditional usability testing. Agentic AI contrasts with Robotic Process Automation: RPA follows rigid, rules-based scripts while agentic systems reason, create plans, and adapt. Practical examples include recruiting workflows where agents draft personalized outreach and calendar management where agents resolve meeting conflicts. Leadership and product teams must adopt strategic approaches to harness agentic AI for customer experience, operational efficiency, and responsible innovation.
Read at Smashing Magazine
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