{"id":71168,"date":"2024-08-22T05:00:00","date_gmt":"2024-08-22T12:00:00","guid":{"rendered":"https:\/\/www.salesforce.com\/?p=71168"},"modified":"2024-08-22T14:24:00","modified_gmt":"2024-08-22T13:24:00","slug":"rise-of-agentic-systems","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/uk\/news\/stories\/rise-of-agentic-systems\/","title":{"rendered":"From Bots to Agents: The Next Great Leap Forward Is Autonomous AI"},"content":{"rendered":"\n

When generative AI<\/a> first emerged, people mostly used it for simple things like creating recipes or planning trips. But as they became more familiar with what it could do, they\u2019ve also grown more curious about its potential for handling common work-related tasks like drafting emails, summarizing meeting notes, and composing documents. <\/p>\n\n\n\n

Now, every company wants to be an AI company. Indeed, executive urgency to put the technology to use has increased seven times<\/a> over the past six months and is now a top concern, above inflation or the broader economy. What\u2019s more, 77% of business leaders worry<\/a> they\u2019ll miss out on the AI revolution if they don’t deploy it soon.<\/p>\n\n\n\n

\n

Now, every company wants to be an AI company.<\/p>\nJayesh Govindarajan, \u200b\u200bEVP of Salesforce AI Platform<\/strong><\/cite><\/blockquote>\n\n\n\n

They\u2019re absolutely right. Companies that haven’t already implemented AI risk losing significant ground to competitors, and this could happen more quickly than they think, as we move from chatbots<\/a> to copilots<\/a> to autonomous AI agents<\/a> or \u201cagentic systems.\u201d<\/p>\n\n\n\n

Chatbots give way to copilots<\/strong><\/h2>\n\n\n\n

Long before emerging large language models (LLMs)<\/a> and generative AI spurred serious business and even consumer interest in artificial intelligence, many of us were already interacting with rudimentary AI chatbots<\/a> without even knowing it. These bots were all around us, handling simple, predefined tasks like answering common FAQs or recommending products based on a shopper\u2019s history. Companies have actively used them to deliver better customer experiences more efficiently and cost-effectively. Salesforce Einstein Bots<\/a>, for example, are used by more than 3,000 customers and handle around 65 million sessions per month. <\/p>\n\n\n\n

Heathrow Airport has used Einstein chatbots to offer round-the-clock support, answering 4,000 questions a month and helping cut call service volumes by 27%. Heathrow has seen a 450% increase in live chat usage since it launched in May 2023, freeing up agents\u2019 time and improving efficiency. And today, Heathrow is seeing around 40- to 60-second quicker per-contact interactions in the call centers with Einstein chatbots. <\/p>\n\n\n\n