As large language models (LLMs) evolve past generative AI to agentic AI, intelligent automation providers are seeking ways of integrating the technology more comprehensively into their platforms. According to a recent study commissioned by Automation Anywhere, more than half of organizations (53 percent) are already piloting or implementing AI agents for internal employee support and nearly half (48 percent) for customer service applications. According to the study, commissioned by Automation Anywhere and fielded by global technology consultant Forrester, many plan to extend these capabilities to broader business functions in the next two years.
“This research highlights a critical inflection point for enterprises,” said Mihir Shukla, CEO of Automation Anywhere. “Leaders are clearly prioritizing AI-augmented workflows, recognizing the undeniable value of Agentic AI. The fact that a significant majority are specifically seeking these solutions from modern, cloud-native RPA and AI automation vendors underscores that deep process automation expertise is critical to scale adoption and unlock meaningful impact, accelerating the journey to the autonomous enterprise and paving the path to artificial general intelligence for work.”
When evaluating platforms for building and deploying AI agents, Forrester found that 60 percent of respondents preferred intelligent automation platforms from RPA and AI automation vendors for long-running processes over general-purpose AI providers like OpenAI or Anthropic.
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