Embracing AI Agents: The Future of Customer Interaction

As companies invest significantly in AI-powered agents, we are stepping into an era where chatbots will likely become the primary means for customers to seek assistance or make purchases. This transformation is already underway, with major retailers like Walmart leading the way.

The Shift Towards AI in Retail

In October, Walmart announced a partnership with OpenAI that will allow shoppers to discover and purchase items directly through ChatGPT. Additionally, the retailer has integrated an AI agent into its app to provide answers and product recommendations. During Walmart’s earnings call in November, CEO Doug McMillon emphasized the importance of agentic AI as a growth driver for the company’s e-commerce, stating it will “help people save time and have more fun shopping.”

Walmart plans to enable customers to leverage Google’s Gemini artificial intelligence assistant, making it even easier to find and buy products from Walmart and Sam’s Club in the near future. These investments in AI technology are also intended to enhance worker productivity by assisting with tasks like sending emails and summarizing notes—imposing a responsibility on companies to ensure the efficacy of AI solutions for all parties involved.

AI in the Workplace: Benefits and Concerns

At the recent annual customer conference of telecommunications software and services provider Calix, CEO Michael Weening posed a significant question to a group of broadband service provider executives—did anyone in the room feel overwhelmed with work? With no hands raised, he noted that the consistent feedback was that executives felt they had too much on their plates. This setting highlighted a pressing need for tools that could help alleviate workloads and foster growth.

As part of its initiatives, Calix launched AI agents across platforms used by broadband providers, which will aid marketing teams in crafting subscriber offers, bolster customer service representatives in troubleshooting, streamline interactions, and assist field technicians with diagnostics and installations.

While Weening sees AI agents as beneficial assets, he acknowledges that narratives from larger tech companies about job displacement have created anxiety. Data reveals that over 55,000 layoffs in the U.S. in 2025 were attributed to AI advancements, affecting giants like Amazon and Microsoft. Concerns about job security are on the rise, with a January 2026 Mercer poll indicating that 40% of employees fear losing their positions to AI, an increase from 28% in 2024.

Weening emphasized the need to reshape the conversation surrounding AI agents—viewing them as teammates rather than threats. When launching the technology, Calix adopted a playful, non-threatening design for their agents, envisioning them as friendly coworkers who contribute positively to the team.

Integrating AI Agents into the Workforce

Some companies now include AI agents in their employee counts; for example, consulting firm McKinsey employs 25,000 personalized AI agents alongside 40,000 human employees, as reported by the firm’s global managing partner. This aligns with Weening’s vision of AI enhancing workforce capabilities rather than replacing them.

Calix has developed over 700 employee-generated AI agents, optimizing about 40 workflows believed to significantly boost productivity. While these tools might sometimes seem trivial, such as speeding up email drafting, they are essential for employee engagement and innovation.

Weening maintains that a balanced approach to AI adoption is crucial, emphasizing that while some roles will evolve, others may see more significant changes. He noted, “80% of jobs will change 20%, while 20% of jobs will change 80%,” suggesting a restructuring of tasks rather than complete job elimination.

Looking Ahead: The Future of AI

As businesses navigate the complexities of AI integration, Everest Group CEO Jimit Arora points out that we are currently in a “pre-agentic” phase where true agency in AI has yet to be realized. The ongoing shift in how organizations embrace AI encompasses several systems, turning machine learning and generative AI into effective operational tools.

In the future, as companies exit the “pilot purgatory,” meaningful advancements are expected, particularly in key areas such as software development, service desk applications, and customer experience. Arora cautions against rushing the process, recalling the gradual rise of cloud adoption and framing AI integration as a capital expenditure initiative to ensure substantial progress.

Bruno Guicardi, co-founder of information technology company CI&T, advocates for a carefully monitored gradual autonomy for AI agents. By allowing for initial oversight and gradually increasing trust in automated responses, organizations can foster confidence in AI’s capabilities.

Conclusion

AI agents represent an evolving frontier in both customer interaction and workplace efficiency. As businesses continue to adopt these technologies, the focus should remain on their potential to enhance human capabilities rather than replace them. Embracing AI as a valuable ally can foster innovation and pave the way for a more productive future in the workplace.