- 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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fiscal year ended March 31, 2024.
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