Lessons from the field: What decision-makers want to know about multi-agentic systems

CXOs are struggling to adopt Multi-Agent Systems (MAS) due to automating legacy processes instead of reimagining them, and ethical risks. MAS involves teams of coordinated AI agents working together to achieve multifaceted business objectives. It's transitioning from a conceptual promise to practical application, significantly improving first-contact resolution and reducing the need to escalate to live agents. Three common missteps in the field are automating old processes, underestimating collaboration design effort, and delaying governance and ethical planning. Executives have top questions such as measuring ROI beyond cost savings, balancing human oversight with autonomous agents, and predicting outcomes and addressing ethical risks. To move forward, it's essential to prioritize governance, ethics, and trust from day one, foster a collaborative culture that puts the user first, and develop a MAS strategy that starts small but thinks big. Google is here to support, offering Vertex AI and Google Cloud Consulting to help organizations navigate the nuances of MAS adoption and harness its transformative power.