Buying a tool isn\u2019t the project. Redesigning the workflow is.<\/p>\n
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Tracy Pratt, Brandfully Yours columnist<\/p>\n
Examples to inspire you<\/p>\n
Here\u2019s where this is already playing out, with real numbers behind it:<\/p>\n
Customer service triage. Instead of a bot that reads a script, an agent pulls order history, past tickets and customer sentiment, then resolves a basic level of requests and routes the complicated remainder to a human, with the full context already assembled. No \u201cplease press 3 to hear these options again\u201d (that one drives me crazy). DXC Technology<\/a>, an IT services firm, applied this to its security operations center, cutting ticket acknowledgment and triage time by up to 80% while moving its analysts into more strategic, judgment-heavy work.Sales prep and follow-up. An AI agent briefs a rep before every call (account history, recent activity, likely objections), then afterward updates the CRM and flags at-risk deals on its own. Uber for Business\u2019 own revenue operations leadership<\/a>shared an example on LinkedIn of AI agents augmenting, not replacing, its sales staff: 17 AI-powered sales use cases tracked, more than 10,000 hours of rep time saved, and measurable gains in win rate, deal size and email response rates.Content operations. This one is close to my heart, since I cut my teeth in a newsroom. It isn\u2019t about replacing writers, it\u2019s about clearing the clutter around them. The New York Times\u2019 own AI Initiatives<\/a>team built an internal tool called Echo that summarizes and repurposes Times content from a single, journalist-written prompt. It\u2019s paired with a companion framework, called Stet, that scores AI-generated copy against the paper\u2019s own editorial standards, then routes a random sample to human editors for review before anything ships. It\u2019s a genuine agentic workflow, at a media company with every incentive to protect its writers, and it still leans on humans for the final call.<\/p>\n Notice the pattern. In each case, the AI agent doesn\u2019t replace the human. It removes the friction points around the person so their judgment shows up where it counts.<\/p>\n Agents are more than automations<\/p>\n PwC also flags something worth thinking about.<\/p>\n Many 2025 AI \u201cagent\u201d projects didn\u2019t deliver value because, under the hood, they weren\u2019t doing agentic work at all. They were automations wearing an agent costume.<\/p>\n There\u2019s a real difference between a system that can act, review, correct itself, and learn to do better next time, and one that just runs the same script only faster.<\/p>\n I hope I\u2019ve given you a lot to think about, but keep this in mind. In this new season of AI transformation, the businesses that come out ahead won\u2019t be the ones that piled on the most AI. They\u2019ll be the ones that picked one real process, redesigned it with real governance, and figured out how to measure success in a way that actually matters to their bottom line.<\/p>\n It\u2019s the difference between cramming for a test and actually learning the material. Only one of those sticks around after graduation.<\/p>\n Brandfully Yours,<\/p>\n Tracy<\/p>\n Tracy Pratt, a Cedar Rapids marketing professional with expertise in communication, consumer behavior and AI, believes in blending data with storytelling to help businesses build stronger relationships. Message her on LinkedIn: linkedin.com\/in\/1tracypratt<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"Dear Favorite Business Leader: A year ago, most of our conversations on AI in the workplace centered on…\n","protected":false},"author":2,"featured_media":111399,"comment_status":"","ping_status":"","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[6],"tags":[179,7493,24,57238,25,14930,57237,3330],"class_list":["post-111398","post","type-post","status-publish","format-standard","has-post-thumbnail","category-agentic-ai","tag-agentic-ai","tag-agentic-artificial-intelligence","tag-ai","tag-ai-powered-tools","tag-artificial-intelligence","tag-artificial-intelligenceai","tag-brandfully-yours","tag-column"],"_links":{"self":[{"href":"https:\/\/www.europesays.com\/ai\/wp-json\/wp\/v2\/posts\/111398","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.europesays.com\/ai\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.europesays.com\/ai\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.europesays.com\/ai\/wp-json\/wp\/v2\/users\/2"}],"replies":[{"embeddable":true,"href":"https:\/\/www.europesays.com\/ai\/wp-json\/wp\/v2\/comments?post=111398"}],"version-history":[{"count":0,"href":"https:\/\/www.europesays.com\/ai\/wp-json\/wp\/v2\/posts\/111398\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.europesays.com\/ai\/wp-json\/wp\/v2\/media\/111399"}],"wp:attachment":[{"href":"https:\/\/www.europesays.com\/ai\/wp-json\/wp\/v2\/media?parent=111398"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.europesays.com\/ai\/wp-json\/wp\/v2\/categories?post=111398"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.europesays.com\/ai\/wp-json\/wp\/v2\/tags?post=111398"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}