is The Verge’s senior AI reporter. An AI beat reporter for more than five years, her work has also appeared in CNBC, MIT Technology Review, Wired UK, and other outlets.
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How it started
It all started with J.A.R.V.I.S. Yes, that J.A.R.V.I.S. The one from the Marvel movies.
Well, maybe it didn’t start with Iron Man’s AI assistant, but the fictional system definitely helped the concept of an AI agent along. Whenever I’ve interviewed AI industry folks about agentic AI, they often point to J.A.R.V.I.S. as an example of the ideal AI tool in many ways — one that knows what you need done before you even ask, can analyze and find insights in large swaths of data, and can offer strategic advice or run point on certain aspects of your business. People sometimes disagree on the exact definition of an AI agent, but at its core, it’s a step beyond chatbots in that it’s a system that can perform multistep, complex tasks on your behalf without constantly needing back-and-forth communication with you. It essentially makes its own to-do list of subtasks it needs to complete in order to get to your preferred end goal. That fantasy is closer to being a reality in many ways, but when it comes to actual usefulness for the everyday user, there are a lot of things that don’t work — and maybe will never work.
The term “AI agent” has been around for a long time, but it especially started trending in the tech industry in 2023. That was the year of the concept of AI agents; the term was on everyone’s lips as people tried to suss out the idea and how to make it a reality, but you didn’t see many successful use cases. The next year, 2024, was the year of deployment — people were really putting the code out into the field and seeing what it could do. (The answer, at the time, was… not much. And filled with a bunch of error messages.)
I can pinpoint the hype around AI agents becoming widespread to one specific announcement: In February 2024, Klarna, a fintech company, said that after one month, its AI assistant (powered by OpenAI’s tech) had successfully done the work of 700 full-time customer service agents and automated two-thirds of the company’s customer service chats. For months, those statistics came up in almost every AI industry conversation I had.
The hype never died down, and in the following months, every Big Tech CEO seemed to harp on the term in every earnings call. Executives at Amazon, Meta, Google, Microsoft, and a whole host of other companies began to talk about their commitment to building useful and successful AI agents — and tried to put their money where their mouths are to make it happen.
How it’s going
The vision was that one day, an AI agent could do everything from book your travel to generate visuals for your business presentations. The ideal tool could even, say, find a good time and place to hang out with a bunch of your friends that works with all of your calendars, food preferences, and dietary restrictions — and then book the dinner reservation and create a calendar event for everyone.
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