The Rise of Autonomous Agents: Transforming the Future of Work
A recent World Economic Forum report estimates that 83 million jobs globally could disappear by 2027 due to technological advancements and automation. However, the same report also predicts the emergence of 69 million new roles. How will this impact businesses and workers?
Dan Bjurman, Head of Nordics at Salesforce, suggests that the focus should not be on job losses, but rather on the radical transformation of the workforce and how tasks are accomplished.
“We are entering a new reality where humans and technology work side by side. This means companies must prepare for two workforces – a human one and a digital one,” he states.
“This change is already underway. We are not talking about a future vision, but about a new digital workforce that is operational here and now,” he adds.
The Third Wave of AI
Bjurman refers to autonomous agents. Artificial intelligence has evolved through several technological eras, from predictive to generative, and now we are in the third wave – known as agentic AI, or autonomous agents.
An AI agent can detect errors, suggest solutions, and execute tasks without being prompted – hence the term “autonomous.” This distinguishes them from both older IT solutions and generative AI, which require explicit instructions from the user.
This shift changes not only who does the work, but also how leaders should think about roles, tasks, and collaboration. Many companies will require fewer manual resources, but more technology-focused roles and new skills.
“These are digital colleagues who initiate processes, communicate with customers, and seamlessly connect to your business systems. And they do it around the clock,” he explains.
Thousands of companies across various industries are now expanding their workforce with autonomous agents. Applications range from the operation of London Heathrow, one of the world’s busiest airports, to how Adecco handles recruitment, and how Formula 1 enhances the spectator experience.
In the Nordic region, this technology has gained a strong foothold. Jewelry chain Pandora, Stokke, reMarkable, Finnair, and Hurtigruten are examples of businesses that already have AI agents in full operation.
Multimodal AI: Engaging Multiple Senses
A key aspect of this technological revolution is that artificial intelligence is becoming increasingly multimodal. This means that AI not only responds to text or keystrokes, but also to images, video, audio, and events within systems.
“You no longer need to ask for help. The systems know what you need and act proactively,” Bjurman explains.
This happens both in the background, via APIs triggered by events, and in user interfaces where AI sees and hears the same things as you. For example, an AI agent can detect that a customer is stuck in a form and automatically offer assistance, without being asked.
Trillion-Dollar Potential
According to consulting firms McKinsey, Deloitte, and PwC, the value creation potential of AI and digital labor is estimated at several trillion dollars globally by 2030. PwC specifically highlights efficiency, scalability, and enhanced customer experience as the main benefits.
Salesforce pioneered this field and launched its own AI agent platform, Agentforce, in September 2024. Since then, over 5,000 companies have adopted the solution.
“Many talk about AI agents, but not everyone has understood that this is not a technology that is years away. It is available now, it works, and we are seeing rapid results among our customers,” says Bjurman.
Rapid Returns on Investment
Many companies have been cautious with AI investments, often because nine out of ten projects previously ended up in what he calls the “AI scrap heap” – projects that never delivered value.
“With AI agents, it’s different. This is technology created to deliver from day one, and the feedback from our customers is that it does exactly that,” he says.
To succeed, he recommends starting small, with a specific need or process where it is easy to measure impact.
“Customer service is an obvious starting point, but we also see significant gains in sales processes, HR, and internal administration. Choose an area, go live with the solution, and build from there. The most important thing is to get started before the changes pass you by.”
AI agents are already changing who does the work and how it is done. This change is happening now and affects all sectors, he notes.
“It’s not about whether working life will change in the future. It’s more about how companies adapt to what is already happening. Because autonomous agents are already doing the job, and they are doing it well,” concludes Dan Bjurman.
About Salesforce
The technology company Salesforce is a leader in the development of autonomous AI agents. In September 2024, they launched their agentic AI platform, Agentforce. Since then, over 5,000 companies have invested in the platform and are deploying new agents every day.
While traditional chatbots can only answer questions, AI agents can perform tasks and make decisions based on data. For example, they can handle customer inquiries, create orders, or book appointments – without human intervention.
Companies such as Pandora, reMarkable, Hurtigruten, Finnair, Adecco, and Stokke are already using the technology.
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