Agency refers to the ability to act independently, make decisions, and take responsibility for one’s own actions. In the context of Artificial Intelligence (AI), agency is often attributed to AI systems that seem to operate autonomously, such as chatbots or virtual assistants. These systems make decisions, offer recommendations, or perform tasks that traditionally required human input. For instance, AI agents are commonly used in customer service by companies like Salesforce, assisting with support calls, while autonomous vehicles take on decision-making roles in transportation.

The challenge with AI agency lies in ensuring that users fully recognize they are interacting with machines, not human beings. Users must be aware of the risks, including the potential for AI-generated “hallucinations” (false or misleading information). One significant concern is that users may mistakenly believe AI agents are human or engage in conversations with them as if they were. This can disrupt natural human interaction and potentially erode human agency.

The primary concern is that AI systems, if relied upon too heavily, could undermine human agency by fostering dependence on technology for decision-making and truth. To mitigate this, it’s essential to educate users about AI, maintain transparency, and help users develop healthy relationships with technology. After all, AI agents are corporate tools, designed to serve specific commercial goals.

Sources

https://www.salesforce.com/agentforce/what-are-ai-agents

New Scientist Essential Guide No23 The AI Revolution