In 2024, some of the most promising approaches toward building AI solutions included agent-based and multi-agent systems. These methods have proven highly efficient for tackling various challenges and resolving complex problems using large language models (LLMs).
AI agents are advanced artificial intelligence (AI) systems designed to understand and address customer inquiries autonomously, with little to no human involvement. They are developed using agent builders and rely on machine learning and natural language processing (NLP) to manage a variety of tasks.“Think of agents as the new applications for an AI-powered world,” comments Jared Spataro, CMO of AI at Work at Microsoft.
AI agents vs. AI copilots
AI agents not only enhance efficiency but also fundamentally redefine the way business applications work. The main characteristic that sets AI agents apart from other systems is autonomy. In essence, a system qualifies as an agent if it can solve problems independently. Surely, the level of autonomy can vary widely, from selecting actions within predefined steps to devising plans and determining the order of execution.
At first glance, AI agents may appear similar to another AI-powered technology – AI copilots. Both leverage LLMs and generative AI tools to respond naturally to user requests and streamline complex tasks. However, copilots are more constrained compared to the advanced autonomy and capabilities of AI agents.
AI copilots:
- Can complete preconfigured tasks;
- Developed to work alongside users;
- Do not analyze or interpret context deeply;
- Function as a tool for assisting with straightforward tasks.
AI agents:
- Can build their workflows;
- Offer personalized solutions;
- Learn from each interaction;
- Adapt to a specific situation.
In other words, AI agents elevate the capabilities of generative AI by going beyond mere assistance. Instead, they can collaborate with you or even act independently on your behalf.
The benefits for a business
AI agents offer significant advantages for businesses and end users alike, including:
- Boosted productivity. By automating routine tasks, AI agents free up time for employees to focus on their creative and strategic initiatives.
- Enhanced customer service. Nowadays, many tech-savvy businesses use conversational AI for customer interactions. AI agents provide instant responses, accurate solutions, and 24/7 support.
- Increased revenue. AI algorithms can boost lead generation through advanced data analysis and personalized customer engagement, driving more effective marketing campaigns and higher conversions.
- Reliability and adaptability. AI agents learn from data and adjust to changes: this level of adaptability makes them invaluable in dynamic and unpredictable scenarios.
Areas of use
AI agents are highly versatile, which is why teams across diverse industries find them useful. For instance, specialized agents from various departments within a business can collaborate to streamline interdepartmental projects. These agents can be integrated into interactive applications and conversational interfaces or operate behind the scenes.
While the 2024 Edelman Trust Barometer: Insights for Tech report claims that only 30% of people fully trust AI in 2024, this number is expected to rise in 2025. Improved transparency and better-quality interactions will help overcome skepticism and make AI integration more natural and widely accepted. While their potential uses are virtually limitless, here are some of the most common business applications for AI agents today:
- Personalized recommendations. AI agents will analyze user behavior with greater precision and deliver tailored products and services that perfectly align with individual needs.
- Automation of complex processes. Future AI agents will manage sophisticated systems, such as autonomous vehicles and smart city infrastructures, creating safer, more efficient, and more convenient living environments.
- Enhanced decision support. Businesses will leverage AI agents to process vast amounts of data and develop actionable strategies. This approach will accelerate decision-making, improve accuracy, and provide companies with a competitive edge.
- Human-AI collaboration. Future AI agents will work more intuitively alongside humans, using advanced natural language understanding and contextual awareness to support tasks like creative brainstorming, strategic planning, and problem-solving. This synergy will empower teams to achieve greater efficiency and innovation.
- Proactive problem solving. AI agents will anticipate issues before they arise by analyzing patterns and trends in real-time data. From predicting equipment failures in manufacturing to identifying cybersecurity threats, these agents will help organizations preempt disruptions and maintain smooth operations.
AI agents for teams
AI agents can deliver significant advantages for your company across various departments. Whether offering personalized customer support or creating and launching promotions designed for your target audience, this technology empowers your teams to achieve more with less effort.
Sales
AI agents can supercharge your sales team by autonomously answering product inquiries around the clock and scheduling meetings for your sales reps. Agents respond instantly and accurately, and you control how often, on which channels, and at what point the AI agent escalates to human sales reps.
Marketing
Do you want to boost the effectiveness of your marketing campaigns? AI agents can revolutionize your marketing efforts. It’s no exaggeration: AI agents can generate campaign briefs, define target audience segments, and craft tailored content for your specific audience. Additionally, they monitor campaign performance and provide proactive recommendations to optimize results based on your key metrics.
Customer service
With AI agents, your customer service team can resolve inquiries day and night. AI agents provide 24/7 support, answering customer questions autonomously while escalating urgent cases to human agents with all relevant contexts included.
How to introduce an AI agent to my workplace
Bringing an AI agent into your workplace can boost productivity, streamline operations, and enhance decision-making. However, the success of this integration depends on how you introduce the technology to your team. A well-planned approach ensures employees understand the AI’s purpose, feel included in the process, and have the tools to work with the technology effectively.
- First and foremost, the effectiveness of AI agents depends on their access to data. To maximize their value, train them using internal data. Connecting agents to the appropriate data sources allows them to tailor automation and analysis to your business’s specific needs.
- AI agents are most effective when team members understand how to leverage their autonomous capabilities. Teams should thoughtfully identify areas where AI automation can alleviate operational challenges and streamline work responsibilities.
- To keep up with advancing AI agent technology, businesses must prioritize ongoing training. Regular workshops and learning sessions ensure teams stay informed about the latest innovations, applications, and best practices.
- Your team members should retain final authority over decisions made by AI agents. Users should define the agents’ level of autonomy and require final approval when dealing with sensitive tasks.
To sum up
While 2024 focused on experimentation, 2025 is poised to be the year enterprises take AI to scale, claims a newly released trends report from Google Cloud. The rise of AI agents marks a major shift in how tasks are automated, and this is a transformative moment for business owners.
As advancements in machine learning, large language models (LLMs, and natural language processing (NLP continue, AI agents will become even more capable: they will learn, evolve, and make even smarter decisions over time. Previously, automation depended on precise input from humans, but AI agents now execute tasks and learn with minimal human involvement.
Looking ahead, AI agents will become a cornerstone of digital transformation and drive unprecedented efficiency for businesses across industries. Success will depend on adopting this technology strategically, with well-defined goals and robust safeguards in place.