Scaling agentic AI pilots across the enterprise (www.technologyreview.com)

In a recent discussion about the deployment of agentic AI, Arun Chandra, COO at NiCE, emphasized the shift from experimental pilots to strategic enterprise integration as a vital step for organizations. While approximately 80% of Fortune 500 companies have begun utilizing agentic AI, many are still grappling with fragmented implementations. Chandra advocates for a holistic approach, urging businesses to align AI initiatives with their strategic objectives—whether that means boosting revenue or optimizing processes—rather than merely tacking AI onto existing workflows. The call for a cohesive system is paramount, as agents require seamless access to data and support from backend systems to function effectively. Chandra highlights the risks of creating isolated AI systems that do not interconnect, potentially leading to operational inefficiencies. He stresses the importance of governance and change management as organizations integrate AI into their workforce, suggesting that AI agents should be held to standards comparable to their human counterparts. Looking forward, the goal is to develop a strategic framework centered on high-value use cases that foster collaboration among AI agents, ultimately enhancing business operations and delivering measurable outcomes.