Industry Shifts to 'Agent-Based' AI
The AI industry is moving beyond conversational chatbots toward 'agent-based' AI systems capable of executing complex, multi-step tasks. At MWC 2026, companies like Dyna.Ai were highlighted for leading a transition to AI that delivers measurable business outcomes and automates real-world workflows.
Unlike conversational AI that primarily reacts to prompts, agent-based AI is designed for execution, capable of planning and carrying out complex, multi-step tasks with minimal human input. These "agentic" systems can interact with various software and data sources to achieve a goal, such as an AI planning a vacation by accessing travel websites, calendars, and payment systems to book a complete trip without direct human involvement. In the financial sector, this technology is being used to automate entire workflows that were previously labor-intensive. For example, agentic AI can handle the end-to-end process of qualifying a customer for a loan, detecting and blocking fraudulent transactions in real-time, or managing a complex insurance claim from first notice to resolution. Companies like Dyna.Ai are deploying specialized AI agents for tasks like insurance marketing, policy renewal reminders, and new customer onboarding, which can reduce labor costs by over 90%. The business model is also shifting from paying for software licenses to paying for results. Dyna.Ai's "Result-as-a-Service" (RaaS) model, which recently attracted an eight-figure Series A funding round, directly links the cost of the AI service to measurable business outcomes. This approach is a response to "pilot fatigue," where companies have experimented with AI but failed to see a significant return on investment. The impact on contact centers is particularly significant. Deploying AI agents can reduce operational costs by up to 30% and lead to a 35% reduction in average call handling times. For instance, a Japanese insurer automated its entire policy renewal process using an AI Voice Agent, which engages customers in natural-sounding conversations to guide them through renewals, automatically categorizing call outcomes for human agents to review only the exceptions. Looking ahead, the market for agentic AI is projected to grow from $5.25 billion in 2024 to over $199 billion by 2034. Gartner predicts that by 2029, agentic AI will autonomously resolve 80% of common customer service issues, fundamentally reshaping the workforce by allowing human employees to focus on more strategic and creative tasks.
