Forbes March 25, 2025
While the buzz around GenAI that reached fever-pitch in 2023 has still not worn off, increasingly, companies are shifting to the next generation of AI-driven tools: agents. Though agent adoption is occurring across all industries, the shift is particularly pronounced in some spaces; this month, Gartner released a projection that by 2029 some 80% of customer service issues will be resolved using an AI agent. Deloitte estimates that “a quarter of employers will try out agentic AI this year,” and that number will grow to 50% by 2027.
However, amid the excitement, there must also be an acknowledgment of risk—at least, for circumspect, forward-thinking executives. Even as AI agents are poised to be the “next big thing,” experts acknowledge the...
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