While not a huge technological leap, OpenAI’s new agentic service is a significant change in user experience. It blends robotic process automation with AI, moving beyond simple prompts to a more powerful automation tool. For individuals with a clear understanding of their work processes, this will be a powerful enabler.
However, businesses should be cautious. This new service may highlight fragmented and ad hoc processes. True productivity gains will come from redesigning those processes and improving integration, not just deploying AI to fill the gaps. There are also risks to consider. Allowing an agent to perform actions on internal systems makes it an ‘inside actor’. Strong training and careful consideration of data access are crucial, especially for technology teams with elevated privileges.
Furthermore, as AI vendors seek profitability, a ‘pay-for-play’ model, similar to Google and Facebook, is likely to emerge, potentially influencing the results these agents provide. This development also puts pressure on competitors like Microsoft’s Copilot, as OpenAI appears to be outpacing them with capabilities that supersede the benefits of Copilot within the 365 ecosystem.
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