“Agentic AI” is the buzzword of the moment. Every vendor is claiming their chatbot is now an “agent.” The reality is more nuanced — and more interesting — than the hype suggests.
What agentic AI actually is
An AI agent is a system that can pursue goals autonomously — making decisions, taking actions, and adapting its approach based on results. Unlike a chatbot or RPA, an agent can handle ambiguity and manage multi-step processes.
Where agents genuinely shine
Not every process needs an agent. Agents earn their keep when work involves variability, multi-step reasoning, or judgement under ambiguity.
Getting started
Start with a process that’s painful, manual, and variable. Define clear success criteria and guardrails. Plan for human-in-the-loop oversight. Measure relentlessly. Expand scope incrementally. The hype will fade. The value won’t.