Insights

Agentic AI is reshaping product and service models
Agentic AI isn’t just another GenAI feature — it’s a fundamental shift in how software behaves. By 2028, Gartner predicts that one-third of GenAI interactions will involve autonomous agents. These agents don’t just respond; they act, make decisions and execute tasks independently.

This evolution opens the door to new business models, but it also introduces new risks. Vendors must deliver autonomy that’s safe, observable and aligned with enterprise expectations. Services leaders, meanwhile, must rethink delivery models, build cross-functional capabilities and prepare for a wave of agent-driven workflows.

Start with control, not hype
Autonomy is powerful. But without oversight, it breaks trust. Many vendors are rushing to add agentic features to their roadmaps, driven by market pressure and competitive noise. Few are pausing to validate use cases or model the operational complexity.

To succeed, vendors must resist the hype and focus on disciplined innovation. That means starting small, staying observable and proving value before scaling. Here’s how: (“Source: Gartner — read the full article.”)