CMSWire: AI Agents for Marketing and CX? They're Already in the Building

This article was written by Greg Kihlström for CMSWire. Read the full article here.

AI agents are likely already on your radar, whether you are in the process of actively implementing them or not. Whether you’ve formally rolled them out or not, they’re likely already part of your organization in one way or another.

In fact, Pegasystems and YouGov recently surveyed 2,100 U.S. and UK working adults that use digital devices for their jobs, and 58% of employees said they are already using AI agents in some capacity in their work.

AI agents (also known as agentic AI), includes software tools that are designed to assist with anything from automating routine processes to crunching vast amounts of data quickly. In many cases, it provides actionable insights or recommendations as a result of those processes.

This means that AI agents aren’t just something on the horizon or in a 2025 planning PowerPoint. They’re already in use in your organization, and they’re quickly becoming a cohort of dependable coworkers that don’t miss deadlines, don’t get distracted and are quite remarkable at multitasking. 

It’s time to get ahead of this adoption. Let’s explore what you need to know about AI agents, including the opportunities, challenges and key considerations for the months ahead.

This article was written by Greg Kihlström for CMSWire. Read the full article here.