Artificial intelligence agents are transforming industries, elevating chatbots into sophisticated tools capable of handling complex tasks independently. From streamlining workflows to improving decision-making, AI agents promise a significant return on investment, helping businesses reduce operational costs and boost productivity. Yet, companies are proceeding cautiously, mindful of security risks and ethical concerns.
Here’s a closer look at five organisations already deploying AI agents and the lessons they’ve learned along the way.
Johnson & Johnson: Revolutionising Drug Discovery with AI Agents
Healthcare giant Johnson & Johnson is leveraging AI agents to streamline chemical synthesis during drug discovery. These agents optimise processes like solvent switching – where one solvent is replaced with another to crystallise molecules and produce drugs.
Without AI, scientists manually test conditions through multiple iterations. Now, agents use machine learning and digital twins to speed up this process, improving cost-effectiveness and reliability. However, J&J maintains oversight to ensure agents avoid errors, such as biased data or hallucinations.
Moody’s: Driving Smarter Financial Analysis with AI Systems
Moody’s employs AI agents to enhance research capabilities, analysing SEC filings and industry data. The company uses a multi-agent system where agents specialise in specific tasks, supervised by others to validate outcomes.
These AI agents sometimes reach differing conclusions, especially when analysing complex risks like geopolitical factors. Moody’s Chief Product Officer, Nick Reed, likens this to an individual’s ability to focus better by avoiding multitasking.
eBay: AI Agents Powering Code Development and Marketing
eBay developed its own AI agent framework to streamline operations, from writing code to creating marketing campaigns. The agents also help buyers find products and assist sellers with listing items.
The framework integrates multiple language models to handle tasks like translating and suggesting code snippets. As eBay’s agents evolve, they’re expected to operate more autonomously, learning employee preferences and improving efficiency.
Deutsche Telekom: Streamlining Internal Queries with AI Assistants
Telecommunications giant Deutsche Telekom deployed an AI agent called askT, which answers employee queries about policies, benefits and products. Around 10,000 employees use it weekly.
The company is testing askT’s ability to perform tasks, such as submitting leave requests into HR systems. This automation reduces administrative burdens and frees employees for higher-value work.
Cosentino: Building a Digital Workforce for Customer Support
Spanish manufacturer Cosentino uses AI agents as a “digital workforce” to handle customer service tasks. These agents, treated like virtual employees, receive training and follow strict protocols to ensure accuracy.
Cosentino’s digital staff have replaced three to four employees previously tasked with clearing orders, enabling human staff to focus on higher-priority responsibilities. The company ensures these agents are continuously monitored and retrained to maintain performance.
The Future of AI Agents: Balancing Innovation and Risk
While AI agents offer tremendous potential, businesses are balancing innovation with security and oversight. Research firm Gartner predicts that by 2028, 15% of business decisions will be made autonomously by AI agents – but warns that 25% of enterprise breaches may also stem from their misuse.
For now, companies like J&J, Moody’s and eBay are setting the foundation, showing both the promise and the pitfalls of this evolving technology.
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