AI in action

As AI moves from pilot projects to production-scale deployments, organizations are beginning to realize measurable returns.

With an average ROI of 1.7x, AI is no longer a future promise – it’s a present-day performance driver. Leading organizations are unlocking ROI and efficiency through AI-driven business operations.

The Capgemini Research Institute’s new report, AI in action: How Gen AI and agentic AI redefine business operations, explores how Gen AI and agentic AI systems are transforming business operations across supply chain, finance, customer service, and people operations. From cost savings to faster decision-making, AI is reshaping the way enterprises operate.

Key findings from the report include:

• AI is delivering real business value: 40% of organizations expect positive ROI from AI within one to three years, and another 35% within three to five years. AI agents are driving improvements in efficiency, accuracy, and customer satisfaction.
• Investment in AI is accelerating: 62% of organizations have increased gen AI spending in 2025, with 36% allocating dedicated capital. Proprietary models are preferred by 77% of executives for their performance and integration capabilities.
• Agentic AI adoption is surging. The use of AI agents – including multi-agent systems – has more than doubled in one year, with 21% of organizations now using them in operations. Production-scale deployments are expected to grow by 48% in 2025.
• AI is reshaping core business functions, delivering cost savings of 26–31% across supply chain and procurement, finance and accounting, and customer and people operations.

AI in action: How Gen AI and agentic AI redefine business operations is essential reading for business leaders, technology decision-makers, governance teams, and investors seeking to understand the transformative potential of Gen AI and agentic AI. It provides organizations with the essential steps for developing AI-driven business operations:

• Build a strong foundation of AI readiness
• Make the workforce AI-ready through change-management and cultural transformation to enable smarter human – AI collaboration
• Develop a strong approach to process redesign to unlock agentic AI’s full potential
• Embrace agentic AI for transformational benefits
• Maintain a sharp focus on cost containment
• Devise a clear strategy for scaling AI across the enterprise.

To discover how AI is reshaping enterprise operations, and learn how to scale AI for lasting impact, download the report today.