The rise of agentic AI and its impact on the workplace

In recent months, the technology landscape has been markedly influenced by the emergence of agentic AI, particularly signalled by solutions from major players such as Salesforce’s Agentforce and Microsoft’s Copilot Agents. Observers anticipate that 2025 may herald a substantial expansion in the AI agent space, driving significant improvements in employee experiences across various sectors.

Amanda Sterner, the Technical Architect of Modern Work at Advania, remarked on the increasing prevalence of AI agents, noting, “Everybody will have an agent. Agents were the hottest topic at Microsoft Ignite. It doesn’t matter if you want to streamline your workflows or have someone to have real-time collaboration with, if you have a need, there will be an agent.” This sentiment was echoed by Patrick Kelley, Distinguished Architect at Zoom, who added, “Agentic AI will be the rage,” highlighting a shift from content generation to a more hands-on approach. Kelley described the potential of these agents to automate mundane tasks, like scheduling meetings based on group discussions, thus saving significant time for users.

The integration of Copilot Agents within Microsoft Teams is expected to enhance collaboration further. Sterner elaborated on this potential, suggesting that tailored agents could enable users to refine the responses sourced from AI, contributing significantly to productivity. Jon Arnold, Principal Analyst at J Arnold & Associates, explained that this evolution within collaboration platforms allows for personalisation, creating virtual assistants that can manage tasks autonomously, similar to conventional secretarial roles.

As companies grapple with facilitating remote work, a pressing debate is emerging around return-to-office (RTO) mandates. Major corporations like Amazon and Dell are enforcing full-time office returns, yet surveys indicate that many employees prioritise flexible working arrangements over salary. Craig Durr, Chief Analyst and Founder at The Collab Collective, highlighted the significant financial ramifications within commercial real estate, projecting a $1 trillion debt refresh in the sector. He states, “Hybrid work, distributed work, modern work…whatever words you want to use is not going away,” reinforcing the notion that flexible work arrangements will remain a critical consideration for small-to-mid-sized enterprises and their associated IT leaders over the next two years.

At the intersection of technology sectors, the integration of Unified Communication (UC), Contact Centre (CC), and Customer Relationship Management (CRM) platforms is gaining momentum. Mike Wilkinson, Chief Product and Marketing Officer at Akixi, anticipates heightened collaboration between these systems, which is poised to improve overall customer experience. Additionally, Paul Holden, VP of Sales, EMEA, at CallTower, predicted a shift towards a “connected world” where platforms like Microsoft Teams, Cisco Webex, and Zoom seamlessly merge with back-office operations, reinforcing both employee and customer experiences.

The role of AI is also evolving, with an increasing focus on specific use cases that could lead to monetisation and measurable outcomes within organisations. Wilkinson forecasted that while many of these AI endeavours may encounter challenges, successful applications are likely to drive growth in areas such as voice technology and camera intelligence. Sandhya Rao, Group Product Manager at Microsoft Teams, expanded on this vision, suggesting that AI’s applications would proliferate beyond what platforms such as Copilot currently offer.

As discussions of AI pivot toward personalisation, Melody Brue, VP & Principal Tech Analyst at Moor Insights & Strategy, expressed optimism regarding the development of tailored AI experiences aligned with user preferences. This aligns with findings from HP’s Work Relationship Index, indicating a desire for more personalised work interactions. Josh Blalock, Chief Video Evangelist at Jabra, emphasised the need for substantial efforts in AI adoption within the workforce, suggesting that while awareness exists, significant educational initiatives are necessary for proper integration.

Finally, Brad Hintze, EVP of Global Marketing at Crestron, underscored the potential transformation of meeting spaces through AI’s capabilities, identifying trends such as multicamera setups and intelligent audio as key future developments. The trajectory of AI, particularly in how it influences workplace dynamics and collaboration, is expected to garner increased attention in the latter part of 2024 and into 2025.

Source: Noah Wire Services