Companies begin to see a return on AI agents

WALL STREET JOURNAL

“It’s very, very hard to build an agentic framework,” said Leigh-Ann Russell, chief information officer and global head of engineering at financial services provider BNY, during our conversation on stage. “But we have 117 solutions [including agentic] touching everything that happens at the bank and we’re seeing really, really tangible outcomes that impact our bottom line in terms of growing capacity.”

In perhaps the most dramatic example, Russell said the company has about 100 “digital employees” that possess their own distinct login credentials, communicate via email or Microsoft Teams, and report to a human manager, a system designed to provide a framework for managing, auditing and scaling the agent “workforce.”

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