After more than two years of navigating the transformative landscape of gen AI, technology services providers are now facing the emergence of a newer, more disruptive force to their business. Enterprises that have traditionally relied on these providers to manage their IT initiatives are now making significant investments in agentic AI, the next evolutionary stage of artificial intelligence. These organizations are cautiously optimistic that agentic AI will deliver the top- and bottom-line growth that gen AI has, to date, struggled to achieve. In response, most tech service players have started exploring use cases internally, such as agent-assisted software development, delivery management, and operations, as well as externally, including customer service, IT ticket resolution, and financial planning and analysis (FP&A) use cases.
