ACTION: TEACHING AI TO DO, NOT JUST THINK

Pascal Bornet, Jochen Wirtz, Thomas H. Davenport, David De Cremer, Brian Evergreen, Phil Fersht, Rakesh Gohel and Shail Khiyara

Chapter 6 in Agentic Artificial Intelligence:Harnessing AI Agents to Reinvent Business, Work, and Life, 2025, pp 129-163 from World Scientific Publishing Co. Pte. Ltd.

Abstract: The customer service agent stared at her screen in disbelief. The AI assistant she was working with had just crafted a perfect response to a customer complaint—empathetic, detailed, and technically flawless. There was just one problem: it couldn’t actually send the email, schedule the refund, or update the customer’s account. It was like having a brilliant strategist who couldn’t move their own pieces on the chessboard…

Keywords: Agentic AI; Artificial Intelligence; AI Agents; ChatGPT; Progressive Autonomy; Multi-agent Systems; Entrepreneurship; Change management; Business model; Automation; Safeguards for AI Systems; End-to-end business processes; Intelligent automation; Generative AI; Claude; Gemini; Agentic; Artificial Agency; AI Progression Framework; API; Deterministic System; Probabilistic System; Neural Network Revolution; Language Models; Robotic Process Automation; AI Adoption; Technology; Software; SPAR Framework (search for similar items in EconPapers)
Date: 2025
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