Technology has always evolved in leaps—from the internet era to mobile and cloud computing. But according to Victoria Spaulding-Burford, VP of Product Design at Salesforce, the agentic era of AI introduces something fundamentally new: autonomy.
Unlike the predictive AI of the past, which focused on anticipating user needs, or generative AI, which creates novel content, the agentic era ushers in systems capable of acting independently of human operators. Spaulding-Burford describes this transformation as “auto-intelligent autonomy,” a shift that radically expands how businesses can serve customers and employees.
“These are pieces of software that have been personified,” she explains. “They act intelligently on their own, independent of human operators. This changes the scale of how companies can reach customers, serve internal employees, and innovate in real-time.” AI agents now ingest data, make decisions on the fly, and operate 24/7, becoming personal coaches, decision-makers, and service enhancers.
Opportunities and Challenges of the Agentic Era
The possibilities are immense. Intelligent agents can extend operational capacity, personalize customer interactions, and provide businesses with an unprecedented level of scalability. Yet, Spaulding-Burford warns of potential pitfalls: “It sounds amazing—we can just get rid of people and have all agents, right? But no, not so quickly.”
She emphasizes the need for careful consideration in deploying autonomous agents, particularly around data strategy and oversight. Human creativity and engineering remain essential for guiding these systems, ensuring that they solve the right problems and avoid amplifying biases. Without thoughtful design and ethical safeguards, agents risk magnifying existing issues rather than alleviating them.
The Role of Design Leaders in the Agentic Era
For design leaders, this moment represents both a challenge and an opportunity. Spaulding-Burford stresses the importance of stepping into leadership roles during this period of transformation. “It’s really important that we, as design leaders, amplify our voices in the conversation,” she says.
Design leaders must champion the ethical and strategic use of AI agents, balancing their capabilities with human oversight. They have a critical role in ensuring that autonomy serves users and organizations responsibly, fostering trust while avoiding pitfalls like bias and over-automation.
A New Paradigm for Innovation
The agentic era of AI marks a new paradigm where intelligent systems can operate independently, unlocking innovation and efficiency at an unprecedented scale. However, as Spaulding-Burford highlights, with great power comes great responsibility. By combining the strengths of AI autonomy with human creativity and ethical guidance, organizations can navigate this era to create meaningful, impactful change.
This is not just a technological shift; it’s a call to action for design leaders to shape the future of AI with care, foresight, and a deep understanding of both its potential and its risks.
