U.S. Firms Adopt Agentic Automation for Integrated Operations
MWN-AI** Summary
U.S. enterprises are increasingly adopting agentic automation to enhance their operational efficiency, resilience, and customer experience, as highlighted in the recent ISG Provider Lens® report. This ongoing shift from basic task automation to sophisticated intelligent systems allows organizations to embed autonomous processes into their core workflows. Such systems are capable of making contextual decisions, managing exceptions, and orchestrating end-to-end operations, which is crucial in today’s fast-paced and uncertain economic landscape.
According to Steve Hall, ISG's chief AI officer, U.S. companies are leading the world in strategically implementing automation, directly linking intelligent systems to critical business processes. This integration not only fosters substantial cost savings but also mitigates risks and enhances overall productivity. The utilization of autonomous AI agents across various operational functions ensures continuous workflow and supports real-time decision-making, effectively mimicking human roles and contributing to self-healing processes that minimize downtime.
The report also emphasizes the integral role of Generative AI within the automation landscape. Organizations are leveraging Generative AI for tasks like document processing and knowledge management, alongside deploying support tools in domains such as human resources and customer service. The focus is shifting towards more refined, domain-specific language models in regulated industries, underscoring a balance between innovative capabilities and stringent data compliance.
As enterprises modernize their automation frameworks by adopting AI-first, modular platforms, they align their efforts with strategic business goals. Advanced observability tools and AIOps are essential for predictive maintenance and corrective actions. Overall, this trend towards sophisticated automation practices is driving enterprises to achieve more cohesive and outcome-focused strategies, thereby realizing significant value from their investments in intelligent automation.
MWN-AI** Analysis
The landscape of intelligent automation in the U.S. is evolving rapidly, with enterprises increasingly embracing agentic automation to enhance operational efficiency and resilience. As highlighted in the recent ISG Provider Lens report, organizations are transitioning from simple task automation to sophisticated multiagent AI systems that make contextual decisions and manage end-to-end workflows. This shift is critical amid economic uncertainty, talent shortages, and escalating customer expectations.
For investors and stakeholders, this presents a salient opportunity to evaluate companies that are leading in intelligent automation. Firms like Accenture, Capgemini, and Cognizant are recognized as leaders in multiple quadrants of the ISG report, underscoring their strategic maturity and innovative capabilities. Investing in these firms could align with the broader trend of automation adoption, potentially capturing future growth driven by efficiency gains and improved customer experiences.
Furthermore, companies integrating generative AI technologies into their automation frameworks stand to benefit significantly. By employing these tools for applications ranging from document processing to customer support, organizations can streamline operations and foster a culture of continuous improvement. With this in mind, look to invest in firms that show strong initiatives in AI and intelligent automation, particularly those catering to compliance-heavy industries with tailored solutions.
The move towards modular, AI-first platforms suggests that organizations prioritizing scalability and measurable outcomes in their automation strategies will be more successful in the long term. Stakeholders should consider aligning their portfolios with firms recognized for their innovative approaches to automation as they are likely to deliver tangible value in an increasingly digital landscape.
In essence, the shift towards agentic automation heralds a new era of operational excellence. By strategically investing in recognized leaders and innovative firms within this domain, stakeholders can position themselves advantageously in the evolving market of intelligent automation.
**MWN-AI Summary and Analysis is based on asking OpenAI to summarize and analyze this news release.
Multiagent AI systems reshape enterprise workflows, improve resilience and employee and customer experience, ISG Provider Lens ® report says
U.S. enterprises are rapidly advancing intelligent automation deployments by embedding autonomous systems into core operations to improve resilience, efficiency and experience, according to a new research report published today by Information Services Group ( ISG ) (Nasdaq: III ), a global AI-centered technology research and advisory firm.
The 2025 ISG Provider Lens ® Intelligent Automation Services report for the U.S. finds that organizations are moving beyond task-based automation toward agentic models that can make contextual decisions, manage exceptions and orchestrate end-to-end processes. This trend is in response to growing pressure on enterprises to support complex digital operations, reduce manual intervention and sustain performance amid economic uncertainty, talent constraints and rising customer expectations.
“U.S. enterprises are the most strategically mature adopters of automation in the world,” said Steve Hall, chief AI officer, ISG. “They are integrating intelligent systems directly into business-critical workflows to achieve hard-dollar savings, risk reduction and experience improvements.”
U.S. enterprises are embedding autonomous AI agents into workflows that span multiple functions and systems, enabling continuous operations and faster decision-making, the report says. These agents simulate human roles, interact with data and applications in real time and support self-healing processes that reduce downtime. By advancing from isolated bots to coordinated, multiagent environments, enterprises are scaling automation across their organizations and making processes more reliable.
Generative AI is now integral to automation in the U.S., embedded directly into platforms rather than deployed in standalone tools, ISG says. Companies are using GenAI for document processing, summarization and knowledge workflows while deploying copilots that support employees in human resources, finance, legal and customer service roles. For privacy-sensitive and regulated use cases, Organizations are increasingly adopting smaller, fine-tuned language models for domain-specific use cases, especially in highly regulated industries, balancing innovation with data security and compliance.
Automation architectures across the U.S. are maturing into modular, AI-first platforms designed to deliver clear business outcomes, the report says. Organizations are modernizing legacy automation assets, adopting automation-as-a-service models and aligning initiatives measurable results rather than automation volume alone. Observability and AIOps are becoming essential, with enterprises using standardized telemetry data for predictive analytics, faster root-cause analysis and automated remediation across IT and operational environments.
“Leading organizations in the U.S. are aligning automation investments with business strategy, governance and experience goals,” said Ashwin Gaidhani, lead author of the report. “By focusing on outcomes, they can scale automation responsibly while delivering tangible value.”
The report also explores other intelligent automation trends in the U.S., including growing standardization on the Open Telemetry framework and rising demand for sovereign cloud deployments and client-owned infrastructure to ensure data control.
For more insights into the automation-related challenges faced by U.S. enterprises, along with ISG’s advice for addressing them, see the ISG Provider Lens ® Focal Points briefing here .
The 2025 ISG Provider Lens ® Intelligent Automation Services report for the U.S. evaluates the capabilities of 39 providers across three quadrants: Intelligent Enterprise Automation, Artificial Intelligence for IT Operations (AIOps) and Next-Gen Automation.
The report names Accenture, Capgemini, Cognizant, HCLTech, Infosys, LTIMindtree, TCS, Tech Mahindra and Wipro as Leaders in all three quadrants. It names EXL, Hexaware, Persistent Systems and WNS-Vuram as Leaders in two quadrants each. Deloitte, DXC Technology and Microland are named as Leaders in one quadrant each.
In addition, Coforge is named as a Rising Star — a company with a “promising portfolio” and “high future potential” by ISG’s definition — in three quadrants. Atos, Birlasoft and Persistent Systems are named as Rising Stars in one quadrant each.
In the area of customer experience, LTIMindtree is named the global ISG CX Star Performer for 2025 among intelligent automation service providers. LTIMindtree earned the highest customer satisfaction scores in ISG's Voice of the Customer survey, part of the ISG Star of Excellence™ program , the premier quality recognition for the technology and business services industry.
Customized versions of the report are available from Hexaware , LOWCODEMINDS and WNS .
The 2025 ISG Provider Lens ® Intelligent Automation Services report for the U.S. is available to subscribers or for one-time purchase on this webpage .
About ISG Provider Lens ® Research
The ISG Provider Lens ® Quadrant research series is the only service provider evaluation of its kind to combine empirical, data-driven research and market analysis with the real-world experience and observations of ISG's global advisory team. Enterprises will find a wealth of detailed data and market analysis to help guide their selection of appropriate sourcing partners, while ISG advisors use the reports to validate their own market knowledge and make recommendations to ISG's enterprise clients. The research currently covers providers offering their services globally, across Europe, as well as in the U.S., Canada, Mexico, Brazil, the U.K., France, Benelux, Germany, Switzerland, the Nordics, Australia and Singapore/Malaysia, with additional markets to be added in the future. For more information about ISG Provider Lens research, please visit this webpage .
About ISG
ISG (Nasdaq: III ) is a global AI-centered technology research and advisory firm. A trusted partner to more than 900 clients, including 75 of the world’s top 100 enterprises, ISG is a long-time leader in technology and business services that is now at the forefront of leveraging AI to help organizations achieve operational excellence and faster growth. The firm, founded in 2006, is known for its proprietary market data, in-depth knowledge of provider ecosystems, and the expertise of its 1,600 professionals worldwide working together to help clients maximize the value of their technology investments.
View source version on businesswire.com: https://www.businesswire.com/news/home/20260126358149/en/
Press:
Laura Hupprich, ISG
+1 203-517-3100
laura.hupprich@isg-one.com
Julianna Sheridan, Matter Communications for ISG
+1 978-518-4520
isg@matternow.com
FAQ**
How does Information Services Group Inc. (Nasdaq: III) assess the impact of multiagent AI systems on enterprise resilience and efficiency in their 2025 report on Intelligent Automation Services?
What specific automation trends in U.S. enterprises does Information Services Group Inc. III highlight regarding the integration of generative AI into core operations?
How do organizations mentioned in the Information Services Group Inc. III report align their automation investments with business strategy and governance?
In the evaluation of 39 providers, what criteria did Information Services Group Inc. (Nasdaq: III) use to classify companies as Leaders or Rising Stars in the context of intelligent automation services?
**MWN-AI FAQ is based on asking OpenAI questions about Information Services Group Inc. (NASDAQ: III).
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