Pity the poor CX project teams who leapt with delight on the low/no-code train in recent years. They could suddenly create apps and services without waiting or paying for developer experience. Now, all that work is suddenly being threatened or replaced by teams adopting AI in an ad hoc or organised fashion.
However, there are links between the two systems that enable design continuity for customer experience projects. Gartner has leapt into the fray with new research on the subject, led by Jason Wong.
Meet the no-code agent builders
Gartner terms this digital Polyfilla, No-Code Agent Builders (NCAB) and they help non-developers create AI tools using their familiar no-code toolkits.
“Agentic AI is a disruption for CIOs and IT leaders because business partners ask about AI agents and vendors heavily promote them. No-code agent builder tools accelerate the creation of AI agents by citizen developers, and tech leaders must establish clear definitions and scope their use.” Says Jason Wong, Gartner’s expert on digital employee experience and no-code.
There are already many NCAB platforms available, and more ways to connect low- and no-code solutions to AI will emerge as the technologies mesh to meet business demand. Low-code will support AI developments, as many business creators don’t have the time to learn all the nuances of AI prompting. Instead, they can drag-and-drop their system designs, linking in data and assigning customer values to events through simple menus.
Imagine CX teams automating customer journeys or sales teams deploying highly-personalised customer engagement or support bots, all within the business team that will manage and benefit from these workflows.
And, at the higher echelons of the business, NCAB will help managers and leaders, ensure governance across the use of data and deployment of AI agents to protect the company from AI’s unintended consequences.