The role of Agentic AI is growing rapidly to address the ongoing need for more and better ways to identify and make good on opportunities, make innovation more rewarding, better manage change, accelerate business transformation, etc. As the following Uses Cases show, AI Agents are meaningfully improving outcomes for organizations and Customers by providing frontline workers with new capabilities having high value.
This is being achieved by organizations licensing or building AI Agents to enable business people and professional developers to extend their organization capabilities by more quickly and economically delivering on new opportunities or addressing on their unique needs. And with the option of using a prebuilt Agent Framework out-of-the-box, such as Sales Agent that works autonomously to help sellers build pipeline and close more deals with greater speed, this fast tracks expanding opportunities and increasing revenue. Further, the availability of Reasoning Agents — such as Researcher and Analyst — also enable organizations to get more benefits with AI.
AI Agents are driving innovation, increasing productivity, creating capacity across every role and function, enhancing user experiences, streamlining workflows, delivering significant cost savings, as well as improving business processes and outcomes as follows –
- Agentic service management software provider Atomicwork created Atom — an AI Agent that transforms the digital workplace experience for employees and automates service delivery. Adopters of this Agentic Management Platform recognize significant benefits, such as reduced operational costs and increased employee satisfaction, with one customer achieving a 65 % deflection rate within six months of implementation and projections of 80 % by the end of the year. Integration with various applications and other products have further streamlined service delivery that provide employees easier access to information and support. The company’s AI-driven approach has resulted in a 20 % increase in accuracy and 75 % reduction in response latency when compared to competing solutions.
- To support employees as they manage the high demand of internal requests and to create a more satisfying work environment, BDO Colombia developed BeTic 2.0 — an agent that centralizes and automates key payroll and finance processes. This resulted in reducing the operational workload by 50 %, optimized 78 % of internal processes and showed 99.9 % accuracy in managed requests. The AI Agent also helped reduce duplicative work, optimized workflows, improved the employee – client experience and continues to serve as a competitive differentiator for the company in the market.
- Dow is using Agents to automate the shipping invoice analysis process and streamline its global supply chain to unlock new efficiencies and value. Receiving more than 100,000 shipping invoices via PDF each year, Dow built an Autonomous Agent to scan for billing inaccuracies and surface them in a dashboard for employee review. Using Freight Agent — a second agent that was built — employees can investigate further by “ dialoguing with the data ” in natural language. As well, the Agents are helping employees solve the challenge of hidden losses autonomously within minutes rather than weeks or months. Dow expects to save millions of dollars on shipping costs through increased accuracy in logistic rates and billing within the first year.
- As a leading provider of sustainable energy in Belgium, Eneco serves over 1.5 million customers. Facing performance issues with their existing chatbot, Eneco developed a new AI-driven agent using the no-code, graphical interface. This Multilingual Agent was deployed on the company website in just three months, integrating seamlessly with its live chat platform. The new agent manages 24,000 chats per month — an increase of 140 % over the previous solution — and resolves 70 % more customer conversations without a handoff to a live representative. For requests that do require escalation, the Agent provides an AI-generated summary of the conversation for a more optimized call center experience.
- To reimagine trend forecasting and consumer marketing, The Estée Lauder Companies Inc. developed ConsumerIQ — an Agent that centralizes and streamlines consumer data to enable instant access to actionable insights. Using natural language prompts, the agent reduced the time required for marketers to gather data from hours to seconds, while accelerating decision-making and helping prevent duplicated research. Together with other services, people can gather data, identify trends, build marketing assets, inform research and move products to market faster.
- To create proposals and streamline knowledge retrieval and organization, Fujitsu developed an intelligent, scalable AI Agent for sales automation. The Agent boosted productivity of sales teams by 67 % while addressing knowledge gaps and allowing them to build stronger customer relationships. This transformation enabled people to shift from time-intensive tasks to strategic planning and customer relationship building, while also supporting new hires with product information and strategic guidance.
- To reduce manual tasks and help employees deliver exceptional experiences, global baker Grupo Bimbo established its first ever technology Center of Excellence to create 7,000 power apps, 18,000 processes and 650 Agents to reduce busy work and enhance consumer service. By automating low-value tasks, the company saved tens of millions of dollars annually in development efforts and operational efficiencies.
- KPMG developed Comply AI — an Agent that helps identify environment, social and governance compliance. The Agent helps identify relevant obligations, generate statements in natural language, assess control effectiveness and redraft control descriptions. This has already helped one of its customers achieve 70 % improvement in Controls and Risks descriptions, an 18-month reduction in compliance program timelines and a 50 % cut in ongoing compliance efforts. KPMG is also using an Agent to support new hires with templates and historical references to speed up the onboarding process and reduce follow-up calls by 20 %.
- To significantly enhance its customer service operations, T-Mobile developed PromoGenius — an app that combines promotional data from multiple systems and documents to keep frontline retail employees equipped with the latest promotional information for customers. The company embedded an Agent in the app so customer service representatives can instantly search for technical details from device manufacturers and create a customer-facing view of product information in a fraction of the time a manual search would require. PromoGenius is the second most-used app in the company, with 83,000 unique users and 500,000 launches a month.
- Virgin Money developed Redi — an agent serving as a digital host within a mobile app for credit card customers. The Agent, trained to understand colloquialisms and even known to tell jokes, serves as a secure way for customers to get answers quickly while understanding appropriate context for when a live representative is required. The company views Redi as a tool for its employees to better serve customers, handling over one million interactions, boosting customer satisfaction and becoming one of the bank’s top-rated service channels. As a result, Redi now supports customers across Virgin Money’s digital platforms and has been recognized with an industry award for AI in financial services.
- To help employees navigate countless procedures, evolving regulations and complex banking systems, Wells Fargo built an Agent to ensure fast and accurate customer support. Using large language models, the Agent provides instant access to guidance on 1,700 internal procedures across 4,000 bank branches. Employees can now locate needed information faster without support from a colleague, with 75 % of searches happening through the Agent and response times reduced from 10 minutes to 30 seconds.
Summary
There is immense potential with AI Agents to enable organizations successfully transform and make innovation more rewarding and better manage change to meaningfully improve outcomes.
And when combined with a human capabilities, organizations are well positioned to unlock potential, democratize intelligence, and expand opportunities – for individuals and the business.
April 30, 2025 CAIL Innovation commentary info@cail.com www.cail.com 905-940-9000