Generative & agentic AI redefine business operations

Generative artificial intelligence (AI) and agentic AI are redefining business operations with leading organizations unlocking return on investment (ROI) and efficiency through AI-driven business transformation.

That’s according to a new report from the Capgemini Research Institute that explores the ways emerging AI technology is reshaping diverse workflows. From cost savings to faster decision-making, AI is revolutionizing the way enterprises operate, the report found.

AI is reshaping core business functions

AI is reshaping core business functions, delivering cost savings of 26 – 31 percent across supply chain and procurement, finance and accounting and customer and people operations, according to the Capgemini Research Institute. 

Mapping AI, generative AI and agentic AI integrations by overall cost impact and scale of adoption reveals a compelling pattern. While some high-impact process transformations remain underutilized, others with lower impact have seen broader uptake.

The success and scalability of AI-driven process enhancements depend on factors such as organizational readiness, infrastructure maturity and alignment with business priorities.

“Generative AI and agentic AI won’t fix broken supply chains – but applied to the right processes, they’ll transform them. Focus, not hype, drives real enterprise value,” said Dr Mark Roberts, CTIO applied sciences, Capgemini Engineering and deputy head, Capgemini's AI Futures Lab.

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AI is delivering real business value

More than a third (40 percent) of organizations expect positive ROI from AI within one to three years, reflecting growing confidence in the technology’s commercial applicability, the report found. Another 35 percent anticipate realizing ROI within three to five years, highlighting a broader trend of strategic investment.

“AI significantly enhances cost savings and cost avoidance, which are crucial for supply chain efficiency,” commented the senior director for global procurement analytics, data science and digital at a pharmaceutical organization. “The ROI for AI-driven contract analysis and value leakage prevention surpasses 300 percent.”

AI agents boosting ROI, driving improvements in efficiency, accuracy and customer satisfaction, the report found. Enterprises are leading AI agent adoption in operations and compliance-heavy areas, with 46 percent of use cases centered on functions like procurement, HR, and finance where scale, control, and risk management are key. Customer service and sales are also emerging as important areas, reflecting growing interest in AI-driven engagement.

“AI agents are expected to drive efficiencies and reduce operational costs, with conservative estimates indicating a minimum of 10 percent efficiency gains and optimistic projections reaching 25 percent,” said Joji Philip, director of AI/machine learning products at Ericsson.

Download Generative AI & the transformation of operational excellence: Industry report

Investment in AI is accelerating

Almost two-thirds of businesses (62 percent) have increased generative AI spending in 2025, with 36 percent allocating dedicated capital, according to the Capgemini Research Institute. This shift also reflects a strategic reallocation of funds, with 33 percent of organizations diverting budget from other areas. Proprietary models are preferred by 77 percent of executives for their performance and integration capabilities.

Even among organizations whose leadership are not strong advocates of generative AI, 60 percent have increased their investments. Across various industries surveyed, the five sectors showing the highest year-on-year rise in investment in generative AI are consumer products (73 percent of executives), insurance (70 percent), banking (67 percent), aerospace and defense (65 percent) and telecom (64 percent).

Agentic AI adoption is surging

The use of AI agents – including multi-agent systems – has more than doubled in one year, with 21 percent of organizations now using them in operations. Production-scale deployments are expected to grow by 48 percent in 2025, the report stated.

“Agentic AI represents a new frontier in intelligent automation, where AI agents not only orchestrate and integrate diverse tools but also drive dynamic workflows,” said Deepak Anand, enterprise architecture leader at UiPath. “This approach unlocks the potential for businesses to elevate automation to new heights, enhancing operational efficiency and optimizing existing investments in RPA [robotic process automation] and other technologies.”

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