Data in a new report from Automation Anywhere suggests agentic AI is driving down costs associated with enterprise IT support, possibly forcing software vendors to alter how they price their products.
The San Jose, Calif.-based automation technology provider analyzed deployments across more than 70 of its enterprise customers and found that AI agents are resolving more than 80 percent of employee service requests on average. That level of automation, it said, could reduce licensing costs for IT services overall by as much as half, with large organizations perhaps saving more than $5 million annually.
The findings point to growing tension between traditional SaaS pricing models, often based on per-seat licensing, and systems where autonomous agents complete work without human intervention. As fewer employees need to interact with service desks, pricing tied to user counts may become less aligned with actual usage.
At the same time, the company said its automation platform resulted in reduced call volumes, faster resolution times, and productivity gains of up to 70 percent.
“AI agents aren’t just reducing cost, they’re raising the standard for how work gets done,” said Mihir Shukla, CEO and co-founder of Automation Anywhere. “They can prevent issues, resolve them instantly, and deliver consistent, high-quality outcomes. That resets expectations for service across the enterprise.”
The company said adoption is expanding beyond IT into functions such as HR, finance, and procurement, as organizations test broader use cases for agentic automation.