Tag: automation
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.
Agentic AI: what it really means and why most projects fail
Gartner predicts that over 40% of agentic AI projects will be canceled by 2027. 19% of organizations have already made significant investments, 42% conservative investments. The term is widely misused, projects are launched without clarity, and real costs surface too late.
Back office: the invisible work that AI is making autonomous
Inquiries about multi-agent systems grew by 1,445% in less than two years. The back office is the business area where this technology finds the most immediate application. But automation does not mean eliminating human oversight.
Business Process Bottlenecks Are Invisible Without Data
Global spending on process mining software grew by over 30% in 2024. Gartner identifies five adoption drivers and evaluates 16 vendors in the 2025 Magic Quadrant. The real problem is not automating processes: it is understanding where they actually break down first.
Business Documents Are Not a Storage Problem
The Intelligent Document Processing market is worth $2.09 billion by 2026. Gartner counts over 100 vendors. The problem for companies is not finding a tool to archive documents: it is extracting useful data and feeding automated workflows reliably.
The Recruiter That Never Sleeps
By 2027, 75% of hiring processes will include AI proficiency tests. By 2028, one in four candidate profiles will be fake. AI is changing recruiting in ways that companies have not yet finished measuring.
They fired them for AI, then called them back
By 2029, 30% of companies that replaced employees with AI will rehire them, often at a higher cost. Gartner data on a strategic mistake that is spreading.
AI agents work even when you don’t ask them to
AI agents are autonomous systems capable of planning, deciding, and acting without continuous human intervention. How they work, what sets them apart from simple assistants, and why they are changing the way companies organize processes.
