Executive Summary

Agentic AI has quickly become the latest focus of enterprise transformation agendas. Unlike traditional automation or generative AI, agentic AI can autonomously plan, execute and adapt actions to achieve business goals with minimal human intervention. As a result, many organisations are exploring their potential to fundamentally reshape service delivery models, workforce structures and sourcing strategies.

SSON Research & Analytics regularly surveys the industry on this topic, with the latest results suggesting a market characterised by high expectations but still limited deployments – and significant uncertainty regarding workforce, governance and operating model implications.

Maturity of Agentic AI Implementation

Nearly half the organisations surveyed are currently piloting solutions, while only a small minority report live production deployments.

This highlights an important reality: although agentic AI dominates industry discussions, most organisations are still learning where and how it can deliver sustainable value.