How agentic AI is changing enterprise landscape

At a time when industry leaders are just beginning to understand generative artificial intelligence (AI), a new development — Agentic AI — promises to change business applications of AI and improve human-robot collaboration.

At the CES 2025 in Las Vegas last week, Nvidia CEO Jensen Huang announced, "The age of Agentic AI is here," introducing a new wave of AI focused on intelligent agents that assist with tasks across various sectors. The chip giant launched AI Blueprints to help enterprises automate work using agentic AI.

Major tech companies, including Google, Microsoft, OpenAI, Salesforce, and AWS, are also bullish on Agentic AI’s potential. Recently, Microsoft CEO Satya Nadella introduced a new internal AI division dedicated to enhancing the company’s agentic AI capabilities, noting that the industry is entering a new phase of AI development with a global focus on agentic AI.

Agentic AI refers to autonomous AI models that perform complex tasks and make decisions independently. Unlike generative AI, which meets customer needs by focusing on content creation from existing data, agentic AI is characterised by its decision-making and action-taking capabilities, fosters dynamic exchanges that benefit both businesses and consumers, according to Raja Lakshmipathy, VP and Managing Director at Genesys India & SAARC.

Arun Balasubramanian, VP-Managing Director of India and South Asia at UiPath also highlights that as companies aim to innovate in a complex digital environment, Agentic AI is redefining automation.

Kiran Raj of GlobalData describes Agentic AI as a significant shift from traditional automation. “By integrating perception, reasoning, and autonomous action, it allows businesses to navigate complexities with agility and precision, delivering measurable outcomes such as increased efficiency, reduced costs, and enhanced customer experiences,” he said.

Its real-time adaptability makes it crucial for sectors requiring dynamic decision-making, including healthcare, banking, financial services, telecom and retail.

For example, BT's use of ServiceNow's agentic AI platform has reduced task resolution times to under a minute, decreased paperwork by 55%, and improved request handling by 80%. SAP’s Joule utilises collaborative AI agents to streamline workflows, while UiPath’s tools combine AI with robotic process automation, enhancing flexibility in various sectors. Media company Dentsu’s Azure-based predictive copilot and OpenTable’s use of Salesforce’s Agentforce exemplify how agentic AI can significantly improve efficiency and customer experiences.

These innovations underscore the growing investor confidence in Agentic AI, with $1.8 billion in venture funding recorded in 2024. Raj asserts that Agentic AI is a transformative framework that addresses operational challenges and redefines industry approaches to complexity and innovation. As businesses adapt to changing environments, integrating adaptive, autonomous systems will be vital for scalability and long-term success.

Despite its potential, analysts caution that Agentic AI could introduce risks, such as data quality concerns and the possibility of sophisticated cyber-attacks.

Poorly designed customer experiences may alienate users, highlighting the need for human oversight in customer journey mapping. Additionally, the rise of agentic AI poses governance challenges as organisations manage autonomous operations, necessitating advanced orchestration tools and safeguards, according to KOGO co-founder and chief executive officer Raj K Gopalakrishnan.

PwC estimates that by 2030, Agentic AI could contribute $2.6 trillion to $4.4 trillion annually to global GDP. Nvidia’s Huang anticipates significant advancements by 2025, with AI integrated into various sectors for real-time data processing. However, achieving a suitable return on investment will require substantial operational changes, including a robust digital strategy and skilled talent.

To ensure measurable outcomes, businesses must focus on creating an orchestrated agentic ecosystem that integrates agents, humans, and robots into cohesive workflow, suggests Balasubramanian. Effective orchestration is essential for scaling agentic AI, as it allows for seamless action and results. As this wave of Agentic AI unfolds, global economic growth will experience transformative changes, leading to new business models and enhanced productivity, he said.