This is a new term that is starting to be used in our industry. So I thought I would look into this in detail. Is this a leap forward for our industry? Or, is it another tech advance that promises much but won’t change much? I have found one thing. When people consider the implications, they don’t grasp the real world Team Leaders and their teams inhabit.

So what is Agentic AI ?

This is AI systems being able to act autonomously, making real-time decisions, (like going back in time to find Sarah Connor). The aim is to enhance customer interactions. Traditional AI responds to direct commands. Agentic AI independently analyses situations and adapts to them based on feedback.

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This article was first published in the 2025 Best Practice Guide - Raising Standards

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