Where to start with AI agents: An introduction for COOs

Today, organizations operate in artificial silos. Tomorrow, they could be fluid and responsive. The transformation has already begun. The question is: will your company lead it?

Plot your path

At their core, AI agents are generative AI language models wrapped around existing corporate functions, services, and databases, enabling natural language interaction with these components. This architecture allows employees to engage with complex systems conversationally while enabling those systems to communicate with each other in ways previously impossible. For example, a sourcing agent can analyze processes and recommend cost-effective components based on seasonal demand, then instantly connect with sustainability agents to assess environmental impact.

The journey to agent-enabled operations starts with clarity on business objectives. Leaders should begin by mapping their business’s critical processes. The most pressing opportunities often lie where cross-functional handoffs create friction or where high-value activities are slowed by system fragmentation. These pain points become the natural starting points for your agent deployment strategy.

COOs may find that they are better positioned than they realize to embark on this journey. The enterprises’ existing data, processes, and talent can serve as the foundation for AI agent implementation.

Some points to consider:

• Perfect data integration is not needed before starting — leaders can begin where data is strongest.

• A completely rethink of organizational structures is not necessary to get started — agents should be incorporated incrementally into existing operations.

• Businesses don’t need to plan for fully autonomous systems — the goal isn’t complete automation but augmented human capability.

• Not all processes need to be agentified at once — businesses should start with high-impact processes where agents can learn from your organization’s expertise.

• And most importantly, leaders don’t need to start from scratch — existing processes and knowledge are valuable assets in this journey.

Unshackle and launch

An organization’s expertise forms the foundation for agent intelligence. The highest performing employees have mastered the complex choreography of cross-functional processes — this is the knowledge AI agents need to learn first. COOs should select pilot processes where agents can both learn from proven workflows and demonstrate immediate value. An onboarding agent, for instance, should master your organization’s specific protocols before taking on coordination tasks.

Next, leaders should deploy agents in clusters that can learn and evolve together. This approach allows AI agents to learn from each other, adapt to changing circumstances, and make more informed decisions, ultimately driving operational efficiency and innovation. For example, an onboarding agent should coordinate with IT provisioning agents, while security agents monitor every interaction.

Finally, operations teams must empower their people to become agent architects. Create feedback loops where frontline expertise continuously improves agent performance. Regular review cycles should examine not just efficiency gains but the quality of agent-human collaboration. Use these insights to expand agent capabilities methodically, always aligned with business objectives.

Build a robust AI agent governance framework

As we transition to agent-enabled operations, a robust governance framework is paramount. Each agent should maintain transparent intent logs, ensuring accountability and traceability. Additionally, safeguard agents can monitor compliance in real-time, ensuring all agent actions adhere to organizational policies and regulatory requirements including those on responsible AI use.

To effectively govern this shift, COOs should consider establishing an Agent Council comprised of technical experts, business leaders, and frontline workers. This council will play a pivotal role in shaping the evolution of agents to align with business needs.

Beyond efficiency gains, success metrics should include improvements in the quality of human decision-making, the speed of cross-functional collaboration, and the emergence of new organizational capabilities. By prioritizing human elevation alongside automation, leaders can harness the power of AI agents to drive innovation and achieve sustainable success.

Address cultural shifts

As organizations integrate AI agents into their workflows, addressing the cultural implications will separate leaders from ‘also ran’s.’ First, a robust employee education and training program is essential. This involves equipping employees with AI literacy, teaching them how to effectively interact with AI agents, and fostering a continuous learning culture to adapt to evolving AI technologies.

Secondly, organizations must proactively address the potential impact of AI on job roles. This includes investing in reskilling and upskilling programs to help employees adapt to changing job requirements.

The path forward

The transition to agent-enabled operations is a tectonic transformation that will define your organization’s future capabilities. COOs have the opportunity to serve as the connective tissue between technical and business stakeholders, by working with CTOs on agent architecture, business leaders on use case identification, and HR leaders on culture transformation. Success requires clear vision, focused execution, and unwavering attention to human factors.

The next level of enterprise performance is waiting to be unleashed.