Editorial
The Gist
-
Agentic AI explained. Agentic AI enables autonomous decision-making and allows AI systems to plan, adapt and perform tasks without explicit human input.
-
Impact on creative jobs. Contrary to expectations, agentic AI is automating creative tasks like content generation and design, reshaping roles across the industry.
-
AI's role in AGI. Agentic AI represents an important step toward artificial general intelligence.
Agentic AI has emerged as a transformative force reshaping the human experience (HX), which is the combined effect of customer experience (CX) and employee experience (EX). Major technology companies like Salesforce and HubSpot are heavily investing in agentic AI technologies — not to mention open and closed source options such as LangChain, Claude, CrewAI and Replit, to name but a few. This signals a significant shift toward systems that are more autonomous and capable of reasoning.
Interestingly, while it was once thought that creative tasks would be the last bastion against AI automation, it appears that mechanical jobs like plumbing and electrical work may outlast them. This development underscores the need for real-world and spatial intelligence — areas that researchers like Fei-Fei Li are actively exploring through initiatives like her NewCo Worldlabs.
Moreover, agentic AI represents the next step in OpenAI’s five-step roadmap toward artificial general intelligence (AGI). With its reasoning and planning capabilities, agentic AI brings us closer to AGI, yet we are still not at superhuman levels. This evolution introduces the intriguing concept of an “AI Atlantis,” a metaphorical continent of digital and embodied agents joining and disrupting the workforce.
What Makes Agentic AI Different?
Agentic AI refers to AI systems that possess autonomy, which allows them to perceive their environment, make decisions and act upon those decisions to achieve specific objectives. Unlike traditional AI models that require explicit instructions, agentic AI can navigate complex tasks, adapt to new information and interact dynamically with both digital and physical environments.
Related Article: Can Agentic AI Revolutionize CX and EX?
The Equation of Human Experience: HX = CX + EX
The human experience (HX) encompasses all interactions individuals have with an organization, both as customers and employees. Customer experience is the perception customers have of their interactions with a company, and employee experience is the cumulative effect of an employee’s interactions within their workplace.
Big Tech’s Investment in Agentic AI
Salesforce: Einstein GPT and Autonomous Agents
-
Description: Salesforce has integrated agentic AI into its platform through Einstein GPT, combining generative AI with CRM data.
-
Application: Autonomous agents can handle customer inquiries, generate reports and predict sales trends without human intervention.
-
Impact: It enhances CX by providing personalized, real-time support, and it enhances EX by automating routine tasks and allowing employees to instead focus on strategic initiatives.
HubSpot: AI-Powered Customer Engagement
-
Description: HubSpot is leveraging agentic AI to improve its marketing and sales platforms.
-
Application: It uses AI agents to automate email marketing, lead nurturing and customer service interactions.
-
Impact: It improves CX by delivering timely, relevant content to customers and enhances EX by reducing manual workloads.
Agentic AI Is The Next Step Towards AGI
Agentic AI represents a crucial progression in the journey toward artificial general intelligence. According to OpenAI’s five-step roadmap towards AGI, agentic AI is considered the second level, characterized by its reasoning and planning capabilities. While this brings us closer to AGI, we have not yet reached superhuman levels of intelligence.
-
Reasoning and planning: Agentic AI can strategize and make decisions within predefined parameters.
-
Limitations: Challenges remain in areas like common-sense reasoning and adapting to entirely new situations without prior data.
Envisioning ‘AI Atlantis’
Imagine a vast, emerging continent — a metaphorical “AI Atlantis” — where a variety of digital and physical agents are entering and transforming the workforce.
A New Workforce Continent
-
Digital Agents: Software-based AI systems performing tasks ranging from data analysis to customer interaction.
-
Embodied Agents: Physical robots capable of performing tasks in the real world, such as manufacturing and logistics.
Disrupting the Workforce
-
Job transformation: As agents take on more tasks, roles across industries are evolving.
-
Economic impact: Increased efficiency and productivity, but also potential job displacement and the need for new skill sets.
Transforming Professions Across the CX and EX Lifecycle
Agentic AI is set to redefine roles across the CX and EX spectrum by automating routine tasks, enhancing creativity and enabling employees to focus on higher-value activities.
Creative Professions
Despite earlier beliefs that creative jobs would be the last to be affected by AI, agentic AI is making significant inroads.
Marketers and Copywriters:
-
Content generation: AI agents draft articles, social media posts and advertising copy.
-
SEO optimization: Agents incorporate relevant keywords and optimize content for search engines.
Designers:
-
Automated design prototypes: AI generates design mock-ups based on project requirements.
-
Image and video editing: Agents perform routine editing tasks efficiently.
Outcome: Professionals can focus on higher-level conceptualization and innovation, with AI handling routine tasks and initial drafts.
Mechanical Professions
Mechanical jobs like plumbing and electrical work involve complex real-world interactions and spatial problem-solving that AI and robotics are still striving to master.
-
Physical dexterity and adaptability: Tasks require fine motor skills and the ability to navigate unstructured environments.
-
Problem-solving in dynamic settings: Professionals often encounter unexpected issues requiring on-the-spot solutions.
Conclusion: Mechanical jobs may outlast creative ones in the face of AI automation due to current limitations in real-world and spatial intelligence.
The Quest for Real-World and Spatial Intelligence
Advancements in real-world understanding and spatial intelligence are essential for progressing towards AGI. Researchers like Fei-Fei Li are at the forefront of this endeavor.
Fei-Fei Li’s Contributions
-
Background: Co-director of the Stanford Institute for Human-Centered Artificial Intelligence (HAI).
-
Work on computer vision: Developed ImageNet, a large visual database crucial for advancing deep learning and computer vision.
-
Focus on embodied AI: Emphasizes AI systems that can interact with and learn from the physical world.
Impact: Progress in spatial intelligence is vital for developing AI capable of performing physical tasks, bringing us closer to AGI.
How Agentic AI Brings Us Closer to AGI
The development of agents with advanced reasoning and planning capabilities marks a significant stride towards AGI.
Advancements in Agentic AI
-
LangChain: Enables the creation of AI agents capable of complex reasoning by connecting language models to computational resources.
-
GitHub Copilot Agents: Assist developers beyond code suggestions, executing tasks like testing and deployment.
-
OpenAI’s developments: Working on agents that perform multi-step reasoning tasks, plan actions and interact with users in a human-like manner.
The Emerging ‘AI Atlantis’
-
Digital ecosystem: A growing number of AI agents are entering various industries and forming an interconnected ecosystem.
-
Workforce integration: These agents are not just tools but active participants in the workforce that can collaborate with humans.
Implications: This “AI Atlantis” signifies a new era where AI agents play a central role in economic and social structures.
Navigating the Ethics of Agentic AI
With great power comes great responsibility. The rise of agentic AI necessitates a focus on ethical considerations.
-
Transparency: Clear communication about AI usage in services and decision-making processes.
-
Accountability: Establishing protocols for AI actions, especially when they impact customers and employees.
-
Alignment with human values: Making sure AI agents act in ways that are beneficial and not harmful to humans.
-
Job displacement concerns: Organizations should invest in retraining programs to help employees adapt to new roles as AI automates tasks.
Related Article: Balancing Act: Ethical AI Considerations for a Humane Experience
Agentic AI’s Impact on the Workforce and Economy
Agentic AI is extending its transformative reach across all roles in the CX and EX lifecycle. Contrary to previous beliefs, creative professions are experiencing significant automation due to AI’s capabilities in generating content and designs. Mechanical jobs, which require complex physical interactions and spatial reasoning, may outlast creative ones in the face of automation.
Webinar
Sep
25
CMS Briefing: A Live Look at What’s Next in AI-Driven Platforms
Learn how leading organizations are using AI‑driven tools to publish faster, personalize smarter and stay secure.
Register
Webinar
On demand
Ready or Not: How Data-First Organizations Are Unlocking Agentforce Potential
Learn how to cut through the noise, activate Agentforce and build a Salesforce AI strategy that actually delivers.
Watch Now
Webinar
On demand
AI in Customer Service: Faster Resolutions, Happier Customers
Don’t let rising demand burn out your team. See how to build a smarter, more resilient support org.
Watch Now
Webinar
On demand
From Hype to High-Impact CX Strategies That Actually Scale
Turn buzzworthy AI and outsourcing trends into measurable CX wins with fresh 2025 data.
Watch Now
Webinar
On demand
Insights to Action Rethinking the Contact Center for Real Business Impact
Join our exclusive webinar to hear CX executives share their innovative strategies for transforming service delivery.
Watch Now
Webinar
On demand
Accelerating Healthcare Ops with AI
Sign up to see how your peers are putting AI to work — and making it stick.
Watch Now
The concept of an “AI Atlantis” highlights the profound impact of a burgeoning ecosystem of AI agents on the workforce. As we continue to develop agents with reasoning and planning capabilities, we move closer to achieving AGI. This progression promises a future where AI systems collaborate with humans more effectively and drive innovation and growth, while raising important ethical considerations that we must address collectively.
Learn how you can join our contributor community.
