The Role of Agentic AI in Modern Technology

Generative AI has been a hot topic for the last couple of years and recently it has taken a leap forward with the genesis of agentic AI. Agentic AI is a fundamental shift in how we perceive and utilise AI, moving beyond passive analysis and generation to proactive execution. Imagine AI that cannot only process and provide information but also make decisions and take actions autonomously, all while learning and adapting to its environment. This is the essence of agentic AI, a concept Gartner hails as a top technology trend for 2025[1] and McKinsey names the “next frontier” in AI research[2].

This is a game-changer across industries. In customer service, AI agents can resolve complex issues in real-time, without human intervention, leading to increased satisfaction and reduced operational costs. Gartner predicts that by 2028, 20% of all digital storefront interactions will be handled by AI agents[3]. Imagine an AI agent that cannot only answer customer questions but also proactively offer solutions, such as suggesting relevant knowledge base articles or initiating refunds without needing explicit instructions. In supply chains, AI agents can predict demand fluctuations, adjust inventory levels, and optimise logistics, ensuring smooth operations and cost efficiency. Companies utilising AI in their supply chains reported a 20% increase in productivity and a 30% decrease in queue times, according to an HFS Research study[4]. Imagine an AI agent that can autonomously adjust delivery routes based on real-time traffic conditions or automatically reorder stock when inventory levels run low.

In IT support, AI agents can identify and resolve issues before they escalate, minimising downtime and maximising productivity. Imagine an AI agent that can detect a server outage and automatically reroute traffic to prevent service disruptions. In healthcare, AI agents can analyse patient data, recommend treatment plans, and even assist with surgeries, leading to improved patient outcomes and more efficient healthcare delivery. Imagine an AI agent that can analyse a patient’s medical history and suggest personalised treatment options or even assist surgeons during complex procedures.

Consider the insurance industry, often bogged down by paperwork and manual processes. Agentic AI can streamline the entire claims process, from initial filing to final payout, resulting in faster processing times, reduced errors, and a vastly improved customer experience. Or imagine the impact on human resources, where AI agents can automate tasks such as policy queries, payroll management, and employee support, freeing up HR professionals to focus on more strategic tasks, such as talent development and employee retention.

While both agentic AI and generative AI are branches of artificial intelligence, they have distinct focuses. Generative AI excels at creating new content, such as text, images, and music. Agentic AI, on the other hand, is action-oriented. It focuses on “doing” rather than “creating.” There is confusion about the difference between agentic AI and workflows and how they fit together. Workflows are systems where LLMs and tools are orchestrated through predefined code paths whereas agents are more dynamic. Agentic AI and workflows are not mutually exclusive. In fact, they can work together seamlessly. Agentic AI can be integrated into workflows to automate complex processes that require decision-making and adaptability. This creates a dynamic and efficient system where AI agents handle tasks autonomously while humans focus on higher-level strategic initiatives.

Microsoft is at the forefront of agentic AI development with tools like Copilot Studio and Azure AI Foundry. Copilot Studio allows businesses to build and deploy custom AI agents with ease, while Azure AI Foundry provides a comprehensive platform for developing and managing AI solutions at scale. These tools empower businesses to create AI agents that can automate tasks, improve decision-making, and enhance customer experiences.

Copilot Studio is a low-code platform that allows you to build and deploy custom AI agents. You can use Copilot Studio to create agents that can answer questions, perform tasks, and automate workflows. Copilot Studio also offers generative AI features that can help you create agents more quickly and easily. With Copilot Studio, you can create agents from scratch or customise pre-built agents, design agents using a low-/no-code interface or natural language prompts, connect agents to data sources using pre-built or custom plugins, and publish agents for various environments, including Microsoft365 apps.

Azure AI Foundry is a comprehensive platform for building and deploying AI solutions. It provides a wide range of tools and services for developing, customising, and managing AI solutions including agents. Azure AI Foundry also offers enterprise-grade security and compliance features and being an Azure service works seamlessly with other Azure services, making it suitable for businesses of all sizes. Azure AI Foundry offers:

• A unified AI-native platform: This allows enterprises to design, test, deploy, and monitor AI models within a single environment.
• Comprehensive platform: A rich catalogue of over 1,800 models, including frontier, open-source, industry-specific, and task-based AI models.
• A single API for AI development: This eliminates the need to integrate different tools and simplifies the development process.
• A built-in observability and monitoring framework: This ensures real-time performance tracking and allows for proactive optimisation.
• Enterprise-grade security, compliance, and governance: This makes it suitable for regulated industries and ensures data privacy.

These two powerful services from Microsoft provide a comprehensive suite of tools for building, deploying, and managing agentic AI solutions. Whether you’re looking to create a customer service agent, develop an AI-powered workflow, or build a smart assistant, Copilot Studio and Azure AI Foundry offer the capabilities you need to succeed.

Microsoft is also introducing several of their own AI-powered agents to enhance workplace productivity and collaboration[5]. The Interpreter agent in Teams provides real-time speech-to-speech translation during meetings, even replicating the speaker’s voice for a more natural experience, with a public preview expected in early 2025. The Employee Self-Service Agent in Business Chat streamlines HR and IT processes by answering policy-related questions and facilitating key tasks like benefits inquiries or laptop requests, with customisation options in Copilot Studio, currently in private preview. Additionally, the Facilitator agent automates note-taking in Teams meetings and chats, while the Project Manager agent assists with task automation and plan creation in Microsoft Planner and both are available in public preview.

Agentic AI is still in its early stages, but its potential is undeniable. As AI agents become more sophisticated, they will play an increasingly important role in our lives, transforming industries and redefining the future of work. Gartner predicts that by 2028, 33% of enterprise software applications will incorporate agentic AI, a significant increase from less than 1% in 2024[6]. At Versent, we’re excited to be part of this transformative journey, helping businesses harness the power of agentic AI to achieve their goals and unlock new possibilities.

However, it’s important to acknowledge the potential challenges associated with agentic AI. As with any emerging technology, there are risks and considerations that need to be addressed. One concern is the potential for job displacement as AI agents automate tasks previously performed by humans. This requires proactive strategies for reskilling and upskilling the workforce to adapt to the changing job market. Another challenge is ensuring the responsible and ethical use of agentic AI. As AI agents become more autonomous, it’s crucial to establish clear guidelines and governance frameworks to prevent unintended consequences and ensure alignment with human values.

Despite these challenges, the potential benefits of agentic AI are too significant to ignore. By embracing this technology responsibly and strategically, businesses can unlock new levels of efficiency, productivity, and innovation. At, we’re committed to helping our clients navigate the complexities of agentic AI and harness its power to drive positive change.

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[1] Gartner Top 10 Strategic Technology Trends for 2025

[2] Why agents are the next frontier of generative AI

[3] Gartner: How Agentic AI is Shaping Business Decision-Making

[4] The rise of agentic AI: Shaping the future of business strategy

[5] Introducing Microsoft Copilot actions, new agents, and tools to empower IT| Microsoft 365 Blog

[6] How Intelligent Agents in AI Can Work Alone