U.S. Firms Adopt Agentic Automation for Integrated Operations
Multiagent AI systems reshape enterprise workflows, improve resilience and employee and customer experience, ISG Provider Lens® report says
U.S. enterprises are rapidly advancing intelligent automation deployments by embedding autonomous systems into core operations to improve resilience, efficiency and experience, 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 the U.S. finds that organizations are moving beyond task-based automation toward agentic models that can make contextual decisions, manage exceptions and orchestrate end-to-end processes. This trend is in response to growing pressure on enterprises to support complex digital operations, reduce manual intervention and sustain performance amid economic uncertainty, talent constraints and rising customer expectations.
"U.S. enterprises are the most strategically mature adopters of automation in the world," said Steve Hall, chief AI officer, ISG. "They are integrating intelligent systems directly into business-critical workflows to achieve hard-dollar savings, risk reduction and experience improvements."
U.S. enterprises are embedding autonomous AI agents into workflows that span multiple functions and systems, enabling continuous operations and faster decision-making, the report says. These agents simulate human roles, interact with data and applications in real time and support self-healing processes that reduce downtime. By advancing from isolated bots to coordinated, multiagent environments, enterprises are scaling automation across their organizations and making processes more reliable.
Generative AI is now integral to automation in the U.S., embedded directly into platforms rather than deployed in standalone tools, ISG says. Companies are using GenAI for document processing, summarization and knowledge workflows while deploying copilots that support employees in human resources, finance, legal and customer service roles. For privacy-sensitive and regulated use cases, Organizations are increasingly adopting smaller, fine-tuned language models for domain-specific use cases, especially in highly regulated industries, balancing innovation with data security and compliance.
Automation architectures across the U.S. are maturing into modular, AI-first platforms designed to deliver clear business outcomes, the report says. Organizations are modernizing legacy automation assets, adopting automation-as-a-service models and aligning initiatives measurable results rather than automation volume alone. Observability and AIOps are becoming essential, with enterprises using standardized telemetry data for predictive analytics, faster root-cause analysis and automated remediation across IT and operational environments.
"Leading organizations in the U.S. are aligning automation investments with business strategy, governance and experience goals," said Ashwin Gaidhani, lead author of the report. "By focusing on outcomes, they can scale automation responsibly while delivering tangible value."
The report also explores other intelligent automation trends in the U.S., including growing standardization on the Open Telemetry framework and rising demand for sovereign cloud deployments and client-owned infrastructure to ensure data control.
For more insights into the automation-related challenges faced by U.S. enterprises, along with ISG's advice for addressing them, see the ISG Provider Lens® Focal Points briefing here.
The 2025 ISG Provider Lens® Intelligent Automation Services report for the U.S. evaluates the capabilities of 39 providers across three quadrants: Intelligent Enterprise Automation, Artificial Intelligence for IT Operations (AIOps) and Next-Gen Automation.
The report names Accenture, Capgemini, Cognizant, HCLTech, Infosys, LTIMindtree, TCS, Tech Mahindra and Wipro as Leaders in all three quadrants. It names EXL, Hexaware, Persistent Systems and WNS-Vuram as Leaders in two quadrants each. Deloitte, DXC Technology and Microland are named as Leaders in one quadrant each.
In addition, Coforge is named as a Rising Star — a company with a "promising portfolio" and "high future potential" by ISG's definition — in three quadrants. Atos, Birlasoft and Persistent Systems are named as Rising Stars 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 Hexaware, LOWCODEMINDS and WNS.
The 2025 ISG Provider Lens® Intelligent Automation Services report for the U.S. 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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