Enterprises Moving Ahead with Some Caution on Agentic AI for Business Process Services

This IDC Perspective explores the growing enterprise interest in agentic AI for business process services, highlighting its advanced capabilities in planning, perception, tool usage, and memory compared with GenAI. While adoption is rising, with over 80% of enterprises exploring or using agentic AI, concerns remain around IT security, process delays, and financial impacts. This IDC Perspective recommends careful workflow mapping, robust data governance, and staff training to maximize benefits and mitigate risks as organizations cautiously advance with agentic AI solutions."Agentic AI is poised to redefine business process services, and enterprises are in the early stages of learning to embrace its autonomy. A key agentic AI challenge for enterprises will be to overcome their concerns over control and risk so as not to hold back the next leap in organizational productivity," said Raymond Pucci, research director, IDC's Intelligent Finance and Customer Care Business Process Services.