Since the introduction of ChatGPT in November 2022, AI has continued to evolve. Where once AI was limited to performing specific tasks based on algorithms and rules, it has now developed into autonomous systems that think, act and adapt just as us humans do.
This new type of artificial intelligence, called Agentic AI, is not only supporting more efficient workflows and faster-decision making; it is systematically turning the employee experience on its head. So far traditional AI has been used as a tool in the workplace to support employees with their day-to-day tasks through automation and assistance. Agentic AI introduces a new paradigm.
“Agentic AI is signalling the beginning of a new era – one where AI is more autonomous than ever before, transforming the way people interact with technology”, says Andy Swift, Cyber Security Assurance Technical Director at Six Degrees. “Unlike Generative AI, Agentic AI doesn’t just create content but is able to be proactive in solving complex problems, actively reason, and make decisions autonomously without human intervention.”
“As this technology develops, we are likely to see a plethora of AI agents come into the workforce”, adds Russell Gammon, Chief Innovation Officer at Tax Systems, “AI agents are designed to operate as team members within organisations, and carry out certain tasks that traditionally would’ve had to be delivered by more junior staff.”
Let’s take a closer look at how Agentic AI is reshaping the employee experience.
From Tools to Teammates
According to Philip Miller, AI Strategist at Progress Software, “the enterprise AI landscape is shifting from tools that assist agents to those that can independently act, but the differentiator isn’t autonomy, it’s contextual intelligence.”
Traditional Retrieval-Augmented Generation (RAG) systems “treat organisational knowledge as isolated documents, missing the rich interconnections that drive business decisions. A customer complaint isn’t just a support ticket— it’s connected to product roadmaps, team communications and market trends that collectively tell a strategic story.”
The next generation comes in the form of Graph RAG. By creating knowledge networks that imitate actual business operations, an AI agent powered by Graph RAG won’t just simply reference existing data, but it is able to understand complex relationships and scenarios.
Enhancing Operational Resilience and Decision-Making
Agentic AI is already starting to show its value across various industries. “Today’s organisations require systems that can adapt in real time, resolve issues autonomously, and deliver seamless customer experiences”, says Nicola Kinsella, Chief Strategy Officer at Fluent Commerce. “Agentic AI is powering these capabilities, helping provide the agility and scale that companies need to compete on a global stage.”
Jim Chappell, Global Head of AI and Advanced Analytics at AVEVA, agrees: “While AI-driven insights already underpin critical business decisions, Agentic AI takes this a step further by enabling real-time execution based on these insights. This autonomy is delivering cost savings, enhanced efficiency, and greater operational resilience for organisations around the globe.”
Additionally, Agentic AI integrates into existing digital infrastructure, augmenting human output while enhancing scalability and risk visibility. However, as Chappell notes, “despite these benefits, several challenges must be navigated in order to adopt the technology effectively. These include establishing robust data infrastructures and ensuring seamless integration with current systems.” Swift from Six Degrees adds, “Integrating Agentic AI tools requires a strategic approach, and organisations must both ensure AI readiness across their teams and actively invest in supporting technology to be ahead of the curve.”
Empowering the Frontline Workforce
Despite AI’s advancements, frontline employees are often left behind. Mark Williams, Managing Director EMEA at WorkJam, highlights: “Frontline employees are left to deal with manual processes and outdated tools, wasting valuable time particularly among managers. Agentic AI presents a unique opportunity to reverse this trend. By adopting such technology, organisations can enable more agile decision making, boost operational efficiency, and empower their frontline workforce by alleviating the cognitive load of unnecessary administrative tasks.”
At WorkJam, Williams explains, their focus was on building a robust, innovative Agentic AI tool that is tailored specifically for frontline work: “Unlike traditional chat bots, this technology can provide predictive insights and guided workflows tailored to individual employees. By embedding decision-making intelligence into work tasks, the AI Agent allows frontline workers to anticipate needs ahead of time and operate with increased autonomy and efficiency.”
Augmenting the Human Experience
Agentic AI is more than a technological upgrade; it’s a shift in how work gets done and how people interact with systems. By reducing complexity, automating intelligently, and embedding decision-making into everyday workflows, it promises to redefine the employee experience.
Across industries, Agentic AI is ushering in an era where humans and intelligent systems collaborate, not compete. And while concerns around job displacement persist, early indicators suggest that Agentic AI boosts employment by offloading routine tasks and freeing professionals to focus on what matters most.
“Human oversight will always be essential to clarify, adjust, and refine AI-generated insights and actions. AI is essentially the digital twin of humanity; striking the right balance between automation and human judgement is key to making safer, more effective decisions,” explains Chappell.
Organisations that act now, invest in context-aware AI, and thoughtfully integrate these agents into their operations will not only see productivity gains but also build a more empowered, resilient, and future-ready workforce.