European organizations adopt autonomous AI to improve processes, compliance through human-machine collaboration, ISG Provider Lens® report says
The intelligent automation landscape in Europe continues to evolve, marked by rising technological sophistication, intensifying competition and accelerating service and solution development across enterprises, 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 Europe finds that enterprises are moving beyond incremental robotic process automation (RPA) toward more integrated automation of business operations. Intelligent automation is becoming part of broader operational improvements that combine AI and process management tools. Enterprises prioritize process excellence, seeking efficient and accurate methods that improve customer, user and employee experience along with strong return on investment.
"While GenAI continues to play a significant role, providers are now investing in AI-powered bots that can execute complex workflows and business actions, and the number of use cases is growing," said Steve Hall, chief AI officer at ISG. "Across Europe, organizations are also using data-driven discovery tools, such as process mining, to identify inefficiencies and redesign workflows before applying automation."
Agentic AI is helping organizations move toward more advanced and proactive intelligent enterprise automation (IEA), ISG says. Companies are deploying AI agents and multi-agent models that can operate with contextual awareness across areas such as IT operations, service management, customer service, HR support and invoice processing. As agentic automation progresses from pilots into production, enterprises in Europe also are increasingly favoring small language models (SLMs) that build on large language model (LLM) capabilities while incorporating enterprise- or domain-specific contextual data.
Responsible AI is becoming a central concern for European enterprises as agentic automation gains autonomy, the report says. Organizations are increasingly focused on how automated systems make decisions, the accuracy of those decisions and the role of human oversight when errors occur. They emphasize governance frameworks, ethical AI practices and compliance guardrails to manage risks. Improving explainability and detecting bias are seen as essential to building trust as intelligent automation takes on more decision-making responsibility.
Human-machine collaboration is emerging as a critical focus for European enterprises adopting advanced automation, ISG says. Hybrid teams in which humans and autonomous systems work together are delivering business outcomes. Enterprises recognize that this development requires new roles, skills and ways of working, creating a need for training and structured change management. User-centric design, clear communication and behavior-focused adoption methods support effective integration of autonomous systems into daily operations.
"The demand for IEA in Europe remains steady as organizations invest cautiously and prioritize compliance, sustainability and sovereign data controls," said Mark Purdy, lead author of the report. "They prefer flexible pricing models, including pay-as-you-go approaches, and strong governance with human oversight."
The report also explores other trends in the intelligent automation services market in Europe, including the growing preference for sovereign IEA solutions and increased focus on sustainability, environmental, social and governance (ESG) compliance and green AI.
For more insights into automation-related challenges faced by enterprises in Europe, plus ISG's advice for overcoming them, see the ISG Provider Lens® Focal Points briefing here.
The 2025 ISG Provider Lens® Intelligent Automation Services report for Europe evaluates the capabilities of 43 providers across three quadrants: Intelligent Enterprise Automation, Artificial Intelligence for IT Operations (AIOps) and Next-Gen Automation.
The report names Accenture, Atos, Capgemini, Infosys, T-Systems and Vivicta as Leaders in all three quadrants. Cognizant, HCLTech, Hexaware, TCS, Wipro and WNS-Vuram are named as Leaders in two quadrants each, while DXC Technology, EXL, Genpact and Tech Mahindra are named as Leaders in one quadrant each.
In addition, EXL and Persistent Systems are named as Rising Stars — companies with a "promising portfolio" and "high future potential" by ISG's definition — 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 T-Systems, WNS-Vuram and Vivicta.
The 2025 ISG Provider Lens® Intelligent Automation Services report for Europe 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.
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