Agentic AI: A New Dawn for Business

The world has gone mad with AI…or has it? This question aptly captures the uncertainty many feel as AI triggers seismic shifts across the digital economy. AI dominates headlines daily. Yet much of what companies label as “AI” is merely advanced data processing. Helpful, but hardly revolutionary. The true transformation, however, is happening now with Agentic AI.

What is Agentic AI?

Think of a digital co-worker. One that doesn’t just wait for instructions but knows what to do, when to do it, and how to do it. This is Agentic AI.

These AI “agents” are more than just chatbots or smart tools. They have their own roles, goals, and even memory. They’re built to act, not just answer questions.

Each agent is trained to do a specific job. A support agent might know your customer service scripts and past ticket history. A sales agent could understand your full product range, pricing strategy, and client database. They use that knowledge to make decisions and get things done.

Agentic AI isn’t science fiction; it’s already a reality. Companies that have adopted Agentic AI are seeing real results, including[:

2.4 times more productivity
30 percent less processing time
2.5 times higher revenue growth

These results show that Agentic AI isn’t just a trend. It’s actively helping businesses run faster, smoother, and smarter.

Beyond Text: The Power of Multimodal Agents

Perhaps the most exciting aspect of Agentic AI is its capability beyond mere text. These new AI agents are multimodal. That means they can process all kinds of information. For instance, a customer sends a complaint. The AI agent reads the email, listens to a call recording, checks the service manual, and then takes the next step — all without needing a human to piece it together. This intelligent, multi-input processing unlocks unprecedented levels of efficiency.

How Businesses are Integrating Agentic AI

Agentic AI shouldn’t be an afterthought; it must be woven into the very fabric of your business operations.

Take, for example, a client’s request for a quote. Instead of a salesperson manually compiling data, an AI agent can:

Pull up the client’s history
Generate a quote
Obtain internal approvals
Send it directly to the client

Your role? Simply review and confirm. This is agentic automation. AI agents handle the grunt work, freeing humans to focus on higher-level tasks and strategic thinking. Despite its potential, AI, and agentic automation specifically, are often met with suspicion or seen as hindrances to smooth operations.

Overcoming Roadblocks to AI Adoption

The truth is that technology rarely slows processes down; people do. Hesitation from staff and even leadership remains one of the most significant barriers to AI adoption, fuelled by uncertainty, fear, and a steep learning curve.

A powerful solution lies in AI wrappers. These are intuitive interfaces that simplify access to powerful agents. Think of a clean, easy-to-use web page that triggers complex actions behind the scenes. No coding, no confusion, just results. This approach helps teams gradually adopt the technology without feeling overwhelmed.

Is AI a Cost or an Asset?

It’s both, but forward-thinking companies are increasingly treating AI as a valuable asset.

When you build a custom AI agent, specifically trained on your business data and designed for unique tasks, it becomes an integral part of your company’s intellectual value. It’s not just a purchased tool; it’s something you own and can continuously develop.

Some organisations even employ a central AI agent, like an orchestra conductor, that manages various agents across different departments. This orchestrator ties everything together, ensuring seamless operations. This setup, sometimes called an agentic AI mesh, provides businesses with greater control and flexibility, allowing for the addition of new agents or tools without starting from scratch.

Will the Human Role Fade Away?

Agentic AI doesn’t replace people. It frees them. When AI handles repetitive or time-consuming tasks, humans can focus on roles that require creativity, judgment, and strategic thinking. But this shift is not automatic. Businesses must invest in training, ensuring teams understand AI’s capabilities and limitations, and how to design smart processes and interpret AI-driven insights.

Education systems also need to evolve. ICT students should learn more than just coding; they need to grasp how to work with AI ethically, effectively, and confidently.

Key Takeaways for Business and Tech Leaders

Here’s a quick summary of essential advice for leaders navigating the age of Agentic AI:

Don’t wait
Agentic AI isn’t just hype. Its benefits are real. Start exploring how it fits into your business.
Choose the right tools
Opt for AI platforms capable of processing text, audio, and video, and that can scale with your growth.
Keep humans in the loop
Let AI do the work, but ensure people remain in charge of setting goals, making critical decisions, and providing oversight.
Build AI into your value
Treat custom agents as long-term assets, not just tools. Measure their impact and evolve them as your business grows.
Lead with education
Help your team become comfortable with AI by offering training, simplifying access, and fostering a culture of continuous learning.

The Age of Agentic AI is Here

Companies that act now will gain a significant competitive advantage. Those that delay may struggle to catch up. This is why collaborative organisations like SAICTA are crucial. SAICTA is dedicated to helping South African businesses understand the imminent shifts and how to prepare for them by integrating the latest ICT insights and trends.

SAICTA’s June 2025 Digital Dawn networking session, where Chris Wiggett of DeltAI unpacked the rise of agentic AI, brought this into sharp focus. AI is advancing rapidly, but by collaboratively developing the right tools and equipping ourselves with the latest skills, we can be well-prepared and readily adaptable for the future.

Author: Jason Lottering

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