Agentic AI Success Starts by Reimagining Existing Processes, Says Research

Study finds organizations that achieve agentic AI success force cultural reset to maximize benefits and achieve consistent, predictable outcomes

LAS VEGAS--(BUSINESS WIRE)--Organizations delivering agentic artificial intelligence (AI) successfully do so by rethinking existing processes to support a culture of collaboration and innovation that maximizes project benefits, according to new research from Pegasystems Inc. (NASDAQ: PEGA), the enterprise AI software company for mission-critical work. The study, conducted with research firm Savanta, was unveiled at PegaWorld®, the company’s annual conference in Las Vegas. It identified more than 500 business and IT decision makers across enterprises worldwide who have already implemented agentic AI projects and surveyed them on the secrets behind their success.

The study revealed the vast majority (96%) of those who successfully implemented agentic AI had rethought existing processes, sparking a new culture of collaboration and innovation. More than half (53%) said they’ve done so to a ‘significant’ extent, by reimagining everything their organization does to gain maximum benefit from their agentic implementations. Eighty percent agreed business and IT were willing to embrace new technology, innovation, and ideas to explore new possibilities – a further sign of revisiting traditional ways of thinking and finding new ways to collaborate and ensure project success.

This newfound commitment to rethinking old methods to ensure success is driven largely by a desire to provide more consistent, predictable outcomes. Three quarters (71%) of successful agentic AI implementers said one of their top two pre-deployment objectives was to automate and simplify complex processes, so they work consistently and predictably across systems and platforms. Almost half (45%) ranked this as their top priority. Over half (58%) also reported their execution aligned with these objectives had already been rewarded with predictable outcomes, reduced complexity, and improved customer experiences.

Other findings from the research highlighted some of the key behaviors of those who have achieved agentic AI success, including:

• Clearly defined metrics and strategies: An overwhelming 95% of those who successfully deployed AI agents have a specific corporate-level strategy and plan for execution. Meanwhile, two thirds (65%) have comprehensive, pre-agreed success metrics tied to business outcomes that are regularly reviewed, so implementation success is continually evaluated.

• Understanding the impact: Almost two thirds (61%) said they start an agentic project with the expectation it will ‘significantly’ improve customer experience once fully integrated. And more than half (58%) said they begin agentic projects believing they will realize significant, measurable value – including the potential for both increased customer satisfaction and cost reduction.

• A little understanding goes a long way: The contrast is stark between those who understand and embrace agentic AI, and those who don’t. When asked to name leading barriers to achieving a positive agentic project outcome, over three quarters (77%) pointed to lack of sufficient resources – a potential indicator of limited awareness of the value agentic AI can add to the business. In addition, three quarters (75%) agreed a lack of knowledge and understanding of the benefits agentic AI can bring to the business is the biggest barrier to agentic AI success.

Quotes & Commentary
“We’re fast reaching a tipping point with agentic AI where adoption is high within organizations, but maturity is not,” said Don Schuerman, chief technology officer, Pega. “The value will come from rethinking ways of working and aligning culture around what AI makes possible. Those changes are what separates the promise of AI technology from the reality of creating truly transformational benefits.

The winners in the agentic era will not be those who deploy agents wherever and whenever they can. They will be those who reimagine themselves and find new ways to give clients and their customers what they want. Businesses that don’t will be left behind.”

Notes
Pega surveyed more than 500 business and IT decision makers worldwide who had successfully implemented agentic AI projects. It explored their motivations for embracing the technology, the most common factors in delivering success, and barriers to achieving their goals. The results included responses from North America, the United Kingdom, France, Australia, and Germany.

Additional Resources

• Unlock the power of Predictable AI: https://www.pega.com/insights/resources/truth-about-agentic-ai-success
• Try Pega Predictable AI agents in Pega Blueprint AI™: https://www.pega.com/blueprint
• Meeting the AI moment: https://www.pega.com/ai-innovation

About Pega
Pega delivers the platform to reimagine, run, and evolve the processes and decisions an enterprise can't afford to get wrong. We combine AI with proven architecture to keep mission-critical operations governed, scalable, and continuously adaptable. Since 1983, the world's largest organizations have trusted Pega to turn transformation ambition into durable results. Learn more at pega.com.

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