An intelligent agent is a software system capable of reacting to requests, making decisions and acting autonomously to achieve a goal. These agents can be deployed in a variety of sectors, from industry and finance to public services and commerce.
The advent ofgenerative AI has marked a major advance in this field. Unlike more traditional AI systems, which were based on fixed rules or limited learning algorithms, these models provide a finer understanding of natural language, unprecedented adaptability and the ability to interact in a way that feels natural to the person it is talking to.
These new capabilities enable an intelligent agent to adapt to a changing context, understand complex interactions with humans and learn continuously. Generative AI offers the possibility of creating responses, reports and recommendations in real time, optimising decision-making and personalising services.
An intelligent agent is a software system capable of reacting to requests, making decisions and acting autonomously to achieve a goal.
A use case: the customer relations assistant agent
In the financial sector, for example, an intelligent agent could play a central role in customer relations by automating and optimising interactions right from the first contact.
Imagine an assistant agent integrated into the bank's information system that automatically detects emails from prospects or customers requesting information. By analysing the words used and the history of conversations, it draws up a personality profile of the person it is talking to, identifying whether they are analytical, emotional or pragmatic.
Using the information retrieved from the CRM, it then responds by adapting to the person. For example, if the customer is pragmatic, the response will focus on concrete figures and past performance, whereas if the customer is emotional, the response will focus on security and personalised support. Depending on their interactions with the customer, they will determine whether they are more cautious or more daring in their financial choices. Finally, during a telephone conversation or videoconference between the human adviser and the customer, the agent will assist the adviser in real time by suggesting the most appropriate responses, guaranteeing a fluid and personalised interaction. After the meeting, the agent will draw up a concrete proposal for the customer, based on the various exchanges that have taken place.
The importance of sovereignty for competitiveness
Thewidespread adoption of intelligent agents represents a decisive competitive advantage, particularly in the service sector. Companies that integrate these technologies will see their productivity increase, their quality of service improve and their ability to adapt strengthen.
Today, the most powerful AI solutions are developed by a handful of large companies, mainly American and Chinese. Depending on these technologies exposes companies and governments to strategic risks:
- Loss of control over data: non-sovereign AI may involve the storage and analysis of data by third parties, outside any European legal framework.
- Dependence on foreign suppliers: if essential AI solutions are held by external players, a breakdown in access or a change in regulations could have a direct impact on the activity of local companies.
- Cybersecurity vulnerability: the lack of control over the source code of agents can open up loopholes that can be exploited by malicious actors.
The mass adoption of intelligent agents represents a decisive competitive advantage, particularly in the service sector.
To counter these risks, the sovereignty of intelligent agents is necessary and rests on several pillars:
- Control of infrastructures: hosting AI models on national or European servers.
- Data control: strict rules on information management and security.
- Transparency and auditability: making algorithms and their decisions understandable and verifiable.
- Encouraging local innovation: funding start-ups and national and European initiatives to develop sovereign solutions.
Inspiring interview with Luc Julia, Chief Scientific Officer of Renault, on AI and digital sovereignty
Sovereign intelligent agents will become a major strategic challenge. They represent an unprecedented opportunity to optimise decision-making and improve competitiveness, particularly in the service sector. Companies that do not use them will be at a major competitive disadvantage in their markets. At the same time, their adoption without sovereignty exposes them to risks of dependency, data leakage and loss of control. The challenge for Luxembourg and Europe is to succeed in establishing ecosystems of intelligent agents based on complete independence and guaranteeing ethical use in relation to non-European players.