The article discusses the emergence of advanced AI agents that can autonomously perform menial tasks, potentially transforming the workplace landscape. As technology has evolved, AI systems are now capable of not just generating text but also understanding and reasoning to execute necessary actions based on contextual data. Experts, like Paul O'Sullivan from Salesforce, emphasize moving from merely deflecting customer inquiries to driving real resolutions through these AI agents, emphasizing the importance of proper instructions as safeguards to ensure a good balance of utility and safety in AI applications.
Agentic AI has far broader ability now. So we're using AI to not just generate text but actually to reason on what the human is trying to achieve, and actually try and understand from that reasoning capability the actions that need to be executed, and then fulfilling that promise by actually allowing the agent to take the action.
When we all looked a couple years back at chatbots and digital channels of engagement with customers to facilitate queries, it was all about deflection. Everybody wanted to deflect from the contact center because our human workers were tremendously overwhelmed. I think our customers, and what I'm seeing now from our customers, is this presents the opportunity not to deflect, but to drive resolution.
So when you define the topics, you then need to set the instructions. And these instructions act as the guardrails. For example, don't necessarily talk about a competitor, or always check and verify somebody's email address, or ask them to authenticate themselves. So again, the instructions act as guardrails, and kind of keep that safety net and trust established.
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