Tag: automation
AI agent orchestration: the value isn’t in individual agents, it’s in who coordinates them
Gartner reports a 1,445% increase in inquiries about multi-agent systems from Q1 2024 to Q2 2025. By 2028, networks of specialized agents will dynamically collaborate across multiple applications and business functions. The real challenge isn't building agents: it's coordinating them.
ROI of AI automation: the metrics that actually work
72% of CIOs report that their organization is breaking even or losing money on AI investments. Only 1 in 5 AI initiatives achieves a measurable ROI. The wrong metrics don't just fail to measure value: they lead to wrong decisions on subsequent projects.
Automating isn’t installing: the hidden cost of an AI system in production
72% of CIOs report breaking even or losing money on AI investments. Gartner predicts that over 40% of agentic AI projects will be canceled by 2027 due to costs that weren't anticipated. The real cost of AI automation isn't the deployment: it's what comes after.
Which process to automate first: a strategic choice, not a technical one
72% of CIOs report that their organization is breaking even or losing money on AI investments. Over 40% of agentic AI projects will be canceled by 2027. The problem isn't the technology: it's the choice of starting point. Gartner has defined the criteria to get it right.
NPS doesn’t measure automated customer service. And it never did
Gartner had predicted that over 75% of organizations would abandon Net Promoter Score as a customer service metric by 2025. With AI handling most interactions, the NPS problem has become even more acute. Here's what to measure instead.
How to measure the quality of a customer service that talks to robots
Traditional customer service metrics don't work when most interactions are handled by AI. Average handling time, first contact resolution rate, CSAT: all require a rethink when the agent isn't human. Gartner has already redefined what to measure and how.
Chat, email, phone: AI still doesn’t manage them as a unified whole
51% of customers are willing to use a GenAI assistant to handle service interactions. 91% of customer service leaders are under pressure to implement AI across all channels. But orchestrating chat, email, and phone into a single intelligent workflow is harder than it looks.
Handing the customer to a human: the most critical moment in AI customer service
None of the Fortune 500 companies will have completely eliminated human customer service by 2028. 50% of organizations that had planned significant staff cuts will abandon those plans by 2027. The escalation point between AI and human is the most critical moment in modern customer service.
Low-code and AI: who’s actually building tomorrow’s workflows
By 2026 developers outside formal IT will represent at least 80% of low-code tool users. By 2028, 90% of software engineers will use AI assistants to write code. Between these two trends lies the space where tomorrow's workflows are being built.
AI won’t eliminate legacy IT. But it can help you move past it
Vendor claims that GenAI will eliminate technical debt and automatically modernize legacy systems have inflated expectations. Gartner clarifies what AI can actually do for modernization, and what it can't.
How to measure an AI agent that actually works
45% of high AI maturity organizations keep their projects in production for at least three years. Only 20% of low maturity organizations do. The difference isn't the technology: it's the measurement. Here's what to measure and how to make the numbers actually useful.
When the AI agent must stop
The autonomy of AI agents is an advantage up to the point where it stops being one. Defining when an agent must stop and ask for human confirmation is not a technical limitation: it is a design choice that determines whether a system is reliable or dangerous.
Multi-agent systems: the architecture transforming complex processes
Inquiries about multi-agent systems at Gartner grew by 1,445% between Q1 2024 and Q2 2025. Gartner includes them among the top technology trends for 2026. What they are, how they work, and why governance is the real problem to solve before deploying them.
