Wait, AI Can Do That?! Key Takeaways from the webinar

Fuse Technology recently hosted a webinar exploring the transformative potential of Agentic AI. The session, led by Managing Director Chuong Mai-Viet, provided valuable insights into how this emerging technology. 

Here are the key takeaways from the webinar: 

Understanding Agentic AI 

Agentic AI refers to artificial intelligence systems that can operate with a high degree of autonomy. These systems are designed to make decisions, execute tasks, and adapt to changing conditions without constant human input. Unlike traditional automation or generative AI tools, Agentic AI is built to interact with complex workflows and deliver outcomes aligned with business goals. 

This form of AI is not just reactive, it is proactive. It can monitor, analyse, and act on information in real time, making it a powerful tool for businesses looking to streamline operations and reduce manual effort. 

 How Agentic AI Differs from Generative AI Tools 

Generative models like ChatGPT, are typically used for content creation, summarisation, or answering questions. While useful, these tools are limited in scope and require human direction. 

Agentic AI, on the other hand, is designed to: 

• Perform tasks independently 

• Learn from feedback and outcomes 

• Integrate with business systems 

• Make decisions based on context and objectives 

For example, while a generative AI might help draft an email, an Agentic AI could monitor incoming communications, identify urgent messages, draft appropriate responses, and escalate issues, all without being prompted. 

This shift from assistance to autonomy marks a significant evolution in how businesses can leverage AI. 

Practical Applications for Small Businesses 

During the webinar, Chuong shared several examples of how we use Agentic AI at Fuse: 

1. HR Copilot: “Ask Simone”

Our Head of People & Culture fields endless HR queries. To free her time, we built Ask Simone—a Microsoft Teams chatbot trained on Fuse’s own HR policies. Staff can ask, “What’s the review process?” or “How do I log expenses in Xero?”, and get instant answers linked to the relevant documents.
Outcome: Fewer interruptions, consistent answers, and more time for Simone to focus on people, not policies. 

2. Service Desk Intelligence

Our engineers often dig through past tickets to solve recurring issues. Using Azure OpenAI on top of our Support database, we built a prototype that surfaces relevant historical tickets and customer info in seconds.
Outcome: Faster resolutions today, and tomorrow—better insights for managers on workload, time tracking, and client needs. 

3. Onboarding Agent

Onboarding a new hire or client used to take us ~2 hours of admin. With an automation layer powered, the process now takes ~30 minutes. One form triggers license provisioning, device orders, ticket creation, and group assignments.
Outcome: Smooth, standardised onboarding with less room for error. 

Starting Your Agentic AI Journey 

AI is powerful, but not perfect. A poorly designed agent can loop endlessly or even make costly mistakes. Chuong’s advice: 

• Start with low-risk workflows

• Use least privilege access

• Add approvals and limits

• Keep audit logs

• Understand where your data is stored

Think of it as hiring a new staff member: start them small, supervise them, then give more responsibility as they prove themselves. 

 Final takeaway 

Agentic AI isn’t about replacing people. It’s about giving people back their time. By automating routine admin, SMBs can free up their teams to focus on clients, strategy, and growth.

At Fuse, we’ve seen firsthand how small pilots lead to measurable ROI—and how quickly those wins add up. 

If you’d like to explore what Agentic AI could look like in your business, reach out to your Fuse account manager or contact our team.