Tech firms embrace agentic AI, raising job displacement concerns

Many tech companies are quickly adopting a new type of artificial intelligence called agentic AI. This technology can handle tasks with human-like intelligence, making customer service and office workflows more efficient. Major firms like Zoom, Adobe, Microsoft, Cisco, and Atlassian are leading the charge. When customers call support services, they might be speaking with AI instead of a person. For example, Adobe has created specialized AI agents for businesses, and Zoom has added these features to its platform. Microsoft is using agentic AI to help with sales by researching leads and contacting customers. Industry experts say this development marks the third wave of artificial intelligence. Agentic AI can solve complex problems and perform a range of tasks, such as data engineering and content production. The technology relies on advanced training methods, including large language models and reinforcement learning. In China, a company named Butterfly Effect has introduced an AI agent called Manus, which builds on existing AI models. These AI systems are designed to improve workplace productivity. Smita Hashim from Zoom describes their upgrades as an “AI Companion,” which can help organize meetings and track projects. Cisco also has plans for an AI agent that will help with customer support, making it easier for companies to answer questions and fulfill requests. Companies are seeing positive results from using agentic AI. For instance, Zomato, a food delivery startup, has created their AI tool called Nugget, which manages customer inquiries. This tool has improved their customer service significantly. Despite the benefits, there are concerns about job displacement. Experts worry that as agentic AI takes over certain roles, many workers may lose their jobs. Ram Menon from Avaamo explains that their AI is designed to replace specific functions in sectors like healthcare. However, some view agentic AI as a way to assist workers rather than replace them. Molly Sands from Atlassian believes that AI can help manage workload and keep projects on track. The technology is evolving, but its impact on human employees is still uncertain.