This story originally appeared in The Algorithm, our weekly newsletter on AI. To get stories like this in your inbox first, sign up here. Imagine coming in to work to learn that a new underling will report to you. The worker is not a person but an AI tool—one that your company nonetheless calls Alex, an…
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Automation has become a defining force in the customer experience. Between the chatbots that answer our questions and the recommendation systems that shape our choices, AI-driven tools are now embedded in nearly every interaction. But the latest wave of so-called “agentic AI”—systems that can plan, act, and adapt toward a defined goal—promises to push automation…