Agentic AI emerges as a priority for operating model transformation
Effective employee engagement and change management improve AI success by up to 18 percentage points
BENGALURU, India, March 12, 2025 /PRNewswire/ — Infosys Knowledge Institute (IKI), a research arm of Infosys (NSE: INFY) (BSE: INFY) (NYSE: INFY), a global leader in next-generation digital services and consulting, today unveiled its largest survey of AI effectiveness to date. Titled Infosys AI Business Value Radar, the report surveyed 3,240 companies worldwide across 132 different AI business use cases and highlights a significant shift in AI deployment. Many organizations are now transitioning from experimentation to scaled deployment, thanks to decreasing costs and increasing success rates.
The research reveals that 19% of AI use cases deliver on all their business objectives, while another 32% show promise by partially meeting their objectives. The research indicates that organizations prioritizing core, transformational AI use cases are more likely to achieve business objectives. As AI costs decline in the future, the research data indicates these transformational use cases will rapidly begin to deliver more effective business outcomes. Well-designed change management strategies combined with robust employee training efforts enhance AI deployment success rates by up to 18 percentage points. These findings underline the growing potential of enterprise AI to deliver business value across industries, when supported by bold action focused on reshaping business processes, employee training and data architecture to ensure success.
Key Findings and Recommendations from the Infosys AI Business Value Radar Report
High-performing Industries:
- White-collar and technically focused industries, such as professional services, life sciences, high tech, telecommunications, and insurance tend to achieve more success from AI.
- Financial services are the only white-collar industry that ranks just below average on performance, likely due to regulatory and data modernization challenges.
- However, AI is not benefiting all industries equally: Travel and hospitality, manufacturing, retail, and the public sector struggle to achieve consistent success.
Top Use Cases:
- IT, operations, and facilities is the most pursued AI use case category, with 38% of respondents implementing it. This is followed by cybersecurity, resilience, and software development, with 30% pursuing these categories. Use cases in these categories are 10%-15% more likely to succeed.
- The next most pursued are marketing, customer service, and sales.
- Industry-specific applications, such as claims processing in insurance and clinical trials in life sciences, tend to improve core business operations. These use cases typically require transformation of data and technical architecture.
Change Management:
- Only 16% of companies have implemented effective change management and employee training for AI.
- Companies that have taken initial steps to address AI can nearly double their likelihood of success with AI deployments by fully investing in workforce AI readiness.
Key Recommendations: The report recommends these five critical steps to become AI-first and generate business value from AI deployments:
- Accelerate agentic AI as a route to operating model transformation.
- Speed up innovation by simultaneous experimenting through an AI foundry and AI factory model.
- Prepare employees by investing in training to achieve an 18-percentage point uplift in use case success.
- Adopt a product-centric mindset to support AI operating models.
- Create an AI governance task force to reduce risk and improve accountability.
Satish H C, EVP, Chief Delivery Officer, Infosys, said, “Enterprise AI is ready to scale. With effective use of data architecture, operating models, and employee readiness, businesses can accelerate their adoption of AI to achieve measurable success. Our research indicates that agentic AI is critical to operating model transformation. We expect this to develop significantly over the coming year to become the driving force of enterprise transformation as it reshapes business processes, operating models, and technical architectures.”
Jeff Kavanaugh, Head of Infosys Knowledge Institute, said, “In our largest AI research to date, we have uncovered the drivers of AI business success. Organizations that go beyond experimentation and fundamentally change their operating model, as well as support their employees through the journey, are most likely to thrive in the era of Enterprise AI.”
To read the full report with detailed insights, please visit here.
About Infosys
Infosys is a global leader in next-generation digital services and consulting. Over 300,000 of our people work to amplify human potential and create the next opportunity for people, businesses and communities. We enable clients in more than 56 countries to navigate their digital transformation. With over four decades of experience in managing the systems and workings of global enterprises, we expertly steer clients, as they navigate their digital transformation powered by cloud and AI. We enable them with an AI-first core, empower the business with agile digital at scale and drive continuous improvement with always-on learning through the transfer of digital skills, expertise, and ideas from our innovation ecosystem. We are deeply committed to being a well-governed, environmentally sustainable organization where diverse talent thrives in an inclusive workplace.
Visit www.infosys.com to see how Infosys (NSE, BSE, NYSE: INFY) can help your enterprise navigate your next.
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