TALKING
‘‘ business is not the way to plumb the full potential of the field. Something else that AI is not – it is not an accessory. It is a foundational building block for sustainable competitiveness. It is important to realise this if we are to move on from the hype of less than a year ago, where we marvelled at the capabilities of ChatGPT and others. GenAI is just one item in a toolbox that delivers incredible outcomes.
Technology and business decisionmakers across the country are mapping out their AI journey.
AI can be thought of as a spectrum that includes analytical AI( Machine Learning, natural-language understanding, virtual agents, and so on) and Generative AI( a content creator that can create caseresolution notes one minute and protein sequences the next). But perhaps the most important form of AI in 2025 and beyond will be Agentic AI. Agentic AI delivers exponential value because it can reason, plan, orchestrate and learn, all while collaborating with other agents. Agentic AI’ s ability to autonomously and proactively execute end-to-end workflows earns it a place alongside analytical and generative systems.
Flight, this is Tower... do you read?
Balancing these three levels of AI correctly will equip enterprises with a collection of independent, intelligent, connected AI agents that can act with productive initiative just as employees do. We call this ecosystem‘ multi-agent autonomous AI’; and it has a real-world track record of success. The best method, it has been found, is to take a platform approach that embeds AI across departments in every business and technology function. Think of an AI Control Tower that presides over all deployed agents, simple or complex. Consider an AI Agent Orchestrator that oversees the collaboration between specialised AI agents, so the AI suite becomes greater than the sum of its parts.
Agentic AI allows different models and autonomous processes to come together across tasks, systems, and departments to achieve value goals. Real-world AI innovators operate thousands of pre-built agents across IT, customer service, HR, and other functions, and can fully customise each agent to achieve outcomes that are unique to the goals of the organisation.
Businesses that are AI-mature now have this three-level approach in common, with the AI Control Tower at its core. Such innovators are habitual action-takers that are driving exponential productivity at scale. Success does not come overnight, but by strategic measurement of outcomes, through business-side metrics. For example, an organisation could track revenue per employee to measure productivity. Or it could record the time taken to complete key tasks or workflows, such as product build or order fulfilment. Everything from writing code
William O’ Neill, Area VP – UAE, ServiceNow
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