Agentic AI - A Strategic Playbook for Digital Transformation

Agentic AI

Non-traditional solutions

• The world of digital transformation is entering a new era with the rise of agentic AI. Unlike traditional AI that simply follows commands, agentic AI systems can act with a degree of autonomy, making decisions and completing multi-step tasks to achieve a defined goal.
  
  This ability to independently pursue objectives is a game-changer for businesses seeking to boost efficiency and find new avenues for business growth. This article provides a strategic playbook for how companies can harness the power of this advanced technology.

Specifics

• The influence of agentic AI on business growth stems from its ability to automate and optimize complex, end-to-end processes. Instead of just handling a single, predefined task, an AI agent can perceive a situation, reason, plan and execute a series of actions to achieve a goal. This capability directly affects several key business metrics.
  
  For example, in customer service, a traditional chatbot might only answer simple questions. An agentic AI system can analyze a customer's inquiry, access their account data, process a refund and send a confirmation email.

Automation

• This automation significantly reduces the time to resolution, leading to a direct increase in user satisfaction scores and user retention. Studies have shown that automating these types of service interactions can improve customer satisfaction by 20-30% and reduce support costs by up to 50%. This also frees up human agents to handle more complex or sensitive issues, improving overall productivity.

Marketing

• In marketing, an AI agent could autonomously manage an entire campaign, from creating personalized ad copy to bidding on ad placements and analyzing performance. This automation not only saves time but also allows for real-time optimization, boosting conversion rates.
  
  For instance, an AI agent could dynamically change ad visuals based on user location and time of day, leading to a 15% increase in click-through rates. The proactive nature of agentic

Real-world application: Walmart

• The real-world application of agentic AI is already transforming business processes and directly fueling business growth. A prime example is Walmart's use of AI-powered robots to manage inventory. Instead of just scanning barcodes, these AI agents autonomously roam store aisles, monitoring stock levels.

• This solution has led to a 50% reduction in manual labor for inventory management and a significant decrease in out-of-stock items, which directly impacts customer satisfaction and sales.

Bank of America: Erica

• Another powerful case study comes from the banking industry, with Bank of America's virtual assistant, Erica. While a simple chatbot handles basic queries, Erica acts as an agentic AI system that can perform more complex tasks for users.
  
  For example, a customer can ask Erica to "get my credit card statement," and the agent will retrieve the document, analyze it for unusual charges and even offer to set up a payment plan.
  
  Erica has handled over a billion user interactions, achieving a 98% issue resolution rate without human intervention, which has driven massive gains in operational efficiency and customer engagement.

RDL advice

• The evolution of AI presents a new frontier in digital transformation and at RDL, we are at the forefront of this innovation.
  
  While our core expertise lies in crafting exceptional user experiences through UX design and product strategy, we recognize that the future of successful digital products will be deeply intertwined with intelligent systems.
  
  We guide our clients in strategically leveraging advanced technologies to achieve their goals.

Digital Transformation

• The rise of agentic AI marks a significant milestone in digital transformation. By empowering systems to act autonomously and pursue goals, businesses can unlock new levels of efficiency, personalization and operational agility.
  
  This strategic shift is no longer just a futuristic concept but a present-day imperative for companies seeking to gain a competitive edge.
  
  Embracing agentic AI means building a smarter, more responsive organization that can proactively drive business growth and deliver superior user experiences.