AI agents expand roles: from restaurant bookings to Microsoft Office tasks

AI agents are rapidly expanding their roles across industries, moving beyond simple automation to more complex tasks such as making restaurant reservations and managing Microsoft Office functions.

According to a recent EY survey, 48 per cent of companies are fully deploying AI agents within their operations, signaling widespread adoption.

Tech giants like Nvidia and Amazon, alongside startups such as OpenAI and Anthropic, are heavily investing in AI agent development, aiming to enhance efficiency and customer experience.

Market research firm Gartner forecasts that over 80 per cent of common customer service queries will be resolved by AI agents within the next four years, highlighting the growing reliance on AI for frontline support.

Currently, these AI agents can perform diverse tasks including web surfing, making phone calls to book restaurant tables, and handling routine office tasks, demonstrating their versatility.

This trend reflects a shift in how businesses leverage AI, moving from experimental use to integral operational roles, potentially transforming customer service and workplace productivity.

“Companies ranging from big tech giants such as Nvidia, Amazon, and to well-funded startups like OpenAI and Anthropic are focused on building AI agents,” the report noted.

As AI agents become more capable, their integration into daily business functions is expected to deepen, reshaping workflows and customer interactions.

AI agents are increasingly integrated into business operations, handling tasks from restaurant bookings to Microsoft Office duties. A recent EY survey found 48% of companies fully deploying AI agents, while Gartner predicts over 80% of customer service queries will be AI-resolved within four years.