\At the heart of this paradox is an imbalance between “horizontal” (enterprise-wide) copilots and chatbots—which have scaled quickly but deliver diffuse, hard-to-measure gains—and more transformative “vertical” (function-specific) use cases—about 90 percent of which remain stuck in pilot mode. AI agents offer a way to break out of the gen AI paradox. That’s because agents have the potential to automate complex business processes—combining autonomy, planning, memory, and integration—to shift gen AI from a reactive tool to a proactive, goal-driven virtual collaborator. This shift enables far more than efficiency. Agents supercharge operational agility and create new revenue opportunities.
