Gartner predicts that by 2028, at least 15% of day-to-day work decisions will be made autonomously through agentic AI, and 33% of enterprise software applications will include agentic AI, up from less than 1% in 2024.
Agentic AI transforms the potential of AI from reactive systems that need continuous human prompting to proactive executors that can work with agency, software that doesn’t just answer questions but takes action, completing multi-step processes with minimal human input. It’s the difference between asking a generative AI chatbot to create a string of code or pull a document from a database, and trusting a system to autonomously plan, adapt, and respond across changing conditions.
What Does the Agentic AI Shift Look Like?
Agents can interpret natural language instructions, tap into existing business systems, and coordinate across the full digital ecosystem. This means even non-technical teams can set complex workflows in motion, and feel confident that the agent can be left to carry them through.
Consider customer learning, and the shift that agentic AI allows for. Generative AI is fantastic for outlining the first draft of a course or creating practice questions in response to a prompt. Process automation can send you a report on how many learners have completed the course. An agentic system, however, can:
- Analyze learner data to detect where customers are consistently getting stuck.
- Trigger a workflow to update training modules or create new micro-lessons.
- Recommend additional content tailored to specific roles or lifecycle stages.
- Notify the program manager, and even the learner, that improvements have been deployed.
That’s not just productivity, it’s value realization at scale: turning training into measurable business impact, without requiring constant human intervention.
As our SVP of Technology and Engineering, Andrei Kharazia, puts it, “What makes agentic AI different is that it will not just give you the next response but give you the end result that you’re really working for. And then you can multiply that across use cases, and that’s really where you start to unlock its power.”
Where We’re Investing: Four Agentic AI Use Cases
At Thought Industries, we see agentic AI as a catalyst for helping organizations move from training customers to driving measurable business outcomes. We are investing in four key areas, each designed to help a business’s customers realize more value from its products and services.
First, there’s measuring learning impact. Too often, companies struggle to connect training initiatives to product adoption, customer retention, or revenue growth. Agents can close that gap by continuously analyzing learner data, generating insights, and even recommending adjustments that make training programs more effective.
Second, agents can create the right content at scale. Instead of relying on guesswork or one-size-fits-all courses, they can tailor materials to customer roles, behaviors, and lifecycle stages, segmenting with intention to ensure every learner gets relevant guidance at the right moment.
Third, agents can improve the value customers perceive from a business’s products by synthesizing signals from feedback and competitive insights, and automatically taking action to close any gaps between customer expectations and reality, often in real-time.
Finally, agentic AI can connect business systems that are often siloed. Think about CRMs, LMSs, analytics, and support platforms, and what it would be like to have a unified view of customer health to enable targeted interventions.
Together, these use cases form the backbone of our approach to unlocking revenue, retention, and long-term customer value.
Build Your Agentic Advantage
At Thought Industries, we believe the future of customer engagement is agentic. Our latest strategy paper, Unlocking Revenue, Retention, and Value Realization with Agentic AI, explores how enterprises can harness agents to generate real business outcomes.
If you’re ready to move past the hype and put AI to work where it matters most, increasing customer value, download the paper here and start building your agentic advantage. Download the blueprint now
