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Unleashing the Power of Agentic AI in Operational Excellence
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The PEX Report 2024/25, PEX Network’s flagship industry research, highlights that AI will be the leading investment area for enhancing operational excellence and driving business transformation in the next 12 months.
As explored in our previous blog, Transforming Operational Excellence: The GenAI Revolution , Generative AI (GenAI) is rapidly emerging as a key enabler for operational improvement across industries. From minimizing risks in compliance and reimagining customer interactions to optimizing processes and decision-making, GenAI empowers enterprises to streamline operations and provide actionable insights, freeing them to focus on strategic, innovative initiatives.
While GenAI leads the charge in transforming operations, experts now point to the rise of agentic AI as the next major evolution in the AI landscape.
The rise of agentic AI and its impact on OPEX
Agentic AI, which acts autonomously and proactively adapts to users’ needs, represents a monumental shift in AI’s role within organizations. Unlike traditional GenAI, which primarily responds to prompts, agentic AI anticipates needs, plans ahead, and becomes an active partner in decision-making. This shift allows AI agents to directly drive business outcomes by adding contextual understanding and memory to their responses.
Sathish EV, Director of Product Management at EdgeVerve, explains, “AI agents bring context to decision-making. Unlike isolated question-and-answer systems, human decision-making is always informed by context. Similarly, AI agents not only provide answers but also offer context and memory, allowing them to build on previous interactions. This memory enables AI to associate current decisions with past ones, making its responses more relevant and connected.”
Key advantages of agentic AI
How does agentic AI transform operations? Here are the key advantages:
The future of AI-first experiences
Looking ahead, AI agents and digital workers will drive business operations, transforming organizations into intelligent ecosystems. These systems will adapt in real-time to changing conditions, ensuring sustained operational excellence. Over the next five years, human involvement in execution will decrease, while their role in design, innovation, and strategic planning will grow exponentially.
As AI continues to evolve, businesses will shift to AI-first experiences, where AI drives entire processes, from customer interactions to decision-making. In these future scenarios, AI will not only enhance operational efficiency but also facilitate seamless, proactive interactions across organizations.
“Looking ahead, we envision AI-first experiences, where AI drives entire processes. This could involve AI interacting directly with customers or internal stakeholders, acting as a gatekeeper between them and the systems or people that can solve their problems. In these scenarios, AI plays a central, proactive role, facilitating interactions across the organization. Both of these advancements – AI as a collaborator and AI-first experiences – are achievable only with AI agents.”
– Sathish EV,
Director, Product Management, EdgeVerve
Download our latest report, created in collaboration with PEX Network, to discover:
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