as gen AI technologies progress and the next-generation agents emerge, we expect more use cases to be unlocked, deployment costs to decrease, long-tail use cases to become economically viable, and more at-scale automation to take place across a wider range of enterprise processes, employee experiences, and customer interfaces. This evolution will demand investing in strong AI trust and risk management practices and policies as well as platforms for managing and monitoring agent-based systems.

In this interview, McKinsey Digital’s Barr Seitz speaks with senior partners Jorge Amar and Lari Hämäläinen and partner Nicolai von Bismarck to explore the evolution of gen AI agents and how companies can and should implement the technology, where the pools of value lie for the enterprise as a whole. They particularly explore what these developments mean for customer service. An edited transcript of the conversation follows

https://www.mckinsey.com/industries/technology-media-and-telecommunications/our-insights/the-promise-and-the-reality-of-gen-ai-agents-in-the-enterprise

mckinsey.com

The promise and the reality of gen AI agents in the enterprise

Generative AI technology is improving so quickly that a range of new capabilities are rapidly coming online, but only for those who can understand how to use them.