AI Agents Transform Enterprise Operations and Workforce Dynamics

A new report from the Capgemini Research Institute, titled Rise of agentic AI: How trust is the key to human-AI collaboration, highlights the growing role of AI agents in reshaping business operations. The report, based on a survey of 1,500 senior executives across 14 countries, reveals key insights into the adoption, economic impact, and challenges of AI agents in the enterprise landscape.

Key Findings

• $450 Billion Opportunity: By 2028, AI agents could generate up to $450 billion in economic value through revenue growth and cost savings across surveyed markets.
• Adoption Trends: Only 2% of organizations have deployed AI agents at scale, while 12% have done so partially. Another 23% are piloting, and 61% are exploring deployment. However, fewer than 20% of organizations report high maturity in the data and technology infrastructure needed for agentic AI.
• Trust Decline: Trust in fully autonomous AI agents has dropped from 43% to 27% in one year, driven by ethical concerns, lack of transparency, and limited understanding of capabilities.
• Human-AI Collaboration: By 2028, 38% of organizations will integrate AI agents as team members within human teams, fostering blended teams for productivity and innovation.

Organizational Shifts Required

The report outlines critical steps for organizations to scale AI agents successfully:

1. Redesign Processes: Reimagine business models to leverage AI agents.
2. Workforce Transformation: Adapt structures to support human-agent collaboration.
3. Balance Autonomy: Combine AI autonomy with human oversight to build trust.
4. Strengthen Foundations: Enhance data and technology infrastructure for scalability.
5. Align Goals: Ensure AI behavior aligns with business objectives and is explainable.
6. Ethical AI: Develop ethical frameworks to mitigate risks and build confidence.

Expert Insights

The report features insights from Capgemini experts, including:

• Sergey Patsko: Focused on Agentic AI and evolving Data & AI services for Fortune 500 companies.
• Anne-Laure Thieullent: Advocates for integrating technology, business transformation, and governance.
• Mark Oost: Former CTO of AI and Analytics at Sogeti Global, with expertise in AI and machine learning.
• Itziar: Director of Data Science and Machine Learning at Adidas, specializing in AI solutions for personalization and demand forecasting.

Further Reading

For more details, download the full report: Rise of agentic AI.

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