No Jitter Brief:
69% of companies plan to implement agentic AI usage widely across their organization, said an MIT/Google Cloud report of 300 organizations. Though adoption is rising, organizations should ensure their governance and human agents are ready for the expanded use.
Organizations currently use agentic AI mainly for customer service (62%), IT systems management (52%) and IT security (51%), but plan to expand into HR (53%), finance (42%) and supply chain (34%) in the next six to 12.
A forthcoming IDC survey corroborates the agentic AI concentration in customer service but suggests that organizations are already further along in expanding use cases outside customer service, IT and security.
No Jitter Insight:
Currently, organizations are using agentic AI to help manage customer service workflows and processes related to IT system access and incident response, as well as threat detection. The report shows use cases expanding to HR processes like onboarding and benefits management, invoice processing and expense reporting in finance and supply chain inventory management.
Forty-six percent of respondents reported successfully deploying and utilizing AI agents for customer service. For IT systems management and security, 42% reported the same. Going forward, 100% of respondents said they plan to use agentic AI within their organization in the next two years, with 69% planning on implementing it widely.
Dave Schubmehl, research vice president, AI & automation, told No Jitter in an email, “Both studies find agentic AI adoption concentrated in customer service, IT operations, and security today, with IDC’s survey showing comparable or slightly higher current use than MIT/Google’s 51-62%. The two diverge on momentum: MIT/Google sees strong near-term growth in HR, finance, and supply chain (34-53% expected within 6-12 months), while IDC’s data suggests organizations are already further along in piloting these use cases rather than just starting fresh development,” Schubmehl said.
Despite the success of agentic AI and the increased intent to deploy it, organizations still need to prepare their companies and employees.
“Companies must rethink their governance capabilities, define clear objectives and guardrails for agents, and implement policies to maintain human accountability. At the same time, leaders must give agentic AI the space and framework to contribute to transformation, or risk missing the meaningful gains from the technology,” Eddy says.
“Every employee needs a baseline understanding, but more advanced use of agents requires deeper practice and hands-on experience in real workflows,” added Murphy.