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I keep hearing companies (and media) positioning AI agents as if they are the same as employees – even saying they will be able to manage them to “coexist” in the workplace.
Let’s start with the basics.
What are agents? It is a new way that AI can be used to manage tasks, calculations, evaluations, assessments and even respond to complex requests, as well as customer and employee questions without intervention. They use machine learning and natural language processing to handle a lot of this autonomously without the need for human involvement. Basic AI, in contrast, uses more human prompting
In non technical terms – it is the computer doing a lot of the busy work and automation behind the scenes and continuing to learn as it goes.
Agents enable employees to do their job faster, easier and add in strategic automation (where tasks, calculations, evaluations, assessments, etc may be done for you)
Some examples of agents in the real world:
• Reviewing to stock portfolio, age and market conditions to constantly be proactively making suggestions about how to modify and improve
• Assessing turnover risk with employees based on pay equity, performance ratings, absenteeism and manager ratings
• Reviewing mechanical data to identify early need for repair or risk on a manufacturing floor to ensure machinery doesn’t have a stop or a line doesn’t go down
• Responding to customer questions and requests and track trending issues, highlight consistent complaints, etc.
• Allowing a patient to review their health summary after an appointment, present options available through their insurance and answer questions they may have about different terms
Are these things an employee could do? Yes
Does that mean an agent is an employee? No
It means we are using advancements in technology to make our lives easier.
Humans are employees, Agents are the technology that enables them.
