[Gartner® TSP 2025 Trends]
Agentic AI — The Evolution of Experience
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Agentic AI is redefining how businesses interact with customers, employees, and systems. Unlike Generative AI, which responds to prompts, agentic AI acts independently. These AI-powered agents represent a major shift: they make decisions, solve problems, and adapt without predefined inputs or outputs. This is a leap beyond robotic process automation (RPA), unlocking new levels of efficiency, flexibility, and innovation.
Agentic AI is evolving in stages, from rule-based tasks to intelligent agents collaborating across applications and organizations. Each stage brings greater autonomy, complexity, and value.
In this report from Gartner, we think you’ll learn:
- What agentic AI is and why it matters now
- How it goes beyond Generative AI and RPA to drive smarter, autonomous operations
- What product and tech leaders must know to stay ahead
- The stages of agentic AI evolution
- How to unlock new value through proactive customer experiences and intelligent automation
By 2028, at least 15% of day-to-day work decisions will be made autonomously through agentic AI, up from 0% in 2024.
Gartner, TSP 2025 Trends: Agentic AI — The Evolution of Experience, Jim Hare, Tom Coshow, Mark McDonald, Radu Miclaus, Sid Nag. 24 February, 2025.
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