Artificial intelligence has been dominating headlines for the past couple of years, but much of the discussion still revolves around tools and technology rather than outcomes. In this recent McKinsey article, the focus shifts to something more practical: how organisations are beginning to deploy AI agents that actively participate in business processes rather than simply providing information.
The piece explores how agents can augment human decision-making across areas like sales, marketing, and customer engagement, potentially changing how commercial teams operate day-to-day. More importantly, it looks at what kinds of roles AI agents might play inside organisations, and the organisational changes required to make them effective.
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