2025年人工智能、自动化与编排趋势白皮书：智能商业运营的未来

AI, Automationand OrchestrationTrendsThe Future of Smart Business Operations2025 Introduction Contents “To prepare for 2025, decision-makers shouldbalance AI innovation with the scale and reliabilityof traditional automation tools and methods… [and]recognize that deterministic automation will remainin control of the core long-running process, while AImodels will support bursts of insight and efficiency.” — Predictions 2025: Automation, Forrester, October 22, 2024 Where Is Automation Headed? Artificial intelligence (AI), automation and processorchestration together are taking on more sophisticated,complex work on behalf of people –without requiringhuman intervention. Through developing technologieslike generative AI, agentic AI and virtual assistants, we willlikely see more work done autonomously in the future. Agentic AI Moving Toward Autonomous Work Agentic AI Moving Toward Autonomous Work 12.7% The concept behind agentic AI is fully autonomous artificial intelligencethat can take actions and make decisions without requiring humanintervention. While this is a nascent capability in the market, thetechnology is evolving rapidly. “Standalone automation will grow atfive-year CAGR of 12.7% by 2028.” — IDC, Worldwide Intelligent Process Automation SoftwareForecast, 2024-2028, doc #US52473124, August 2024 As of now, our focus is on how AI-powered enterprise agents can workwith people to enhance business processes and decision-making. Enterpriseagents function as integrated virtual colleagues with human-in-the-loop(HITL) verification to ensure consistent and reliable information delivery.This HITL step will ensure a level of governance that helps organizations,especially those in highly regulated fields, stay compliant within legal andinternal requirements. 33% According to Gartner®, “By 2028, 33% ofenterprise software applications will includeagentic AI, up from less than 1% in 2024.” — Gartner, Top Strategic Technology Trends for 2025: AgenticAI, Tom Coshow, Arnold Gao, et al., 21 October 2024 GARTNER is a registered trademark and service mark of Gartner, Inc. and/or its affiliatesin the U.S. and internationally and is used herein with permission. All rights reserved. TOP TIPS Ensure human-in-the-loop verification toensure outputs areconsistent and reliable. Set out a frameworkto guide yourenterprise agents andensure compliance. Determine areaswhere enterpriseagents canstreamline work. “While the market is still some way off true autonomous agentic AI, we’re anticipating plentymore intriguing applications of gen AI with automation and orchestration in 2025. Focus isalready shifting from enhancing existing processes with AI, to now opening new discussionson where AI-powered enterprise agents – still firmly grounded by a human in the loop in themedium term – could transform an existing process and deliver business value.” —James Kelly, senior product marketing manager Agentic AI “Increasingly, organizations will start to look for ways to use gen AI to disrupt theiroperations in order to work differently and better, as opposed to just benefitting fromincremental improvements to existing processes. With agentic capabilities comes theopportunity to allow more independent decision-making and action-based work tobe done by AI. However, ongoing concerns around security, trust and governance willcurtail the degree to which agents perform work autonomously. Instead, people willstill be actively in the loop.” What we’reseeing —Natalie Keightley, VP of product marketing “Agents often approach work in a non-deterministic way, and agentic capabilities aregoing to mature over time. As such, we’re likely to see the agents augment workflowsrather than completely transform them. Companies will begin to replace some steps intheir workflows to be handled by agents, likely with oversight from humans.” —Omid Hosseinitabar, senior product manager 2EcosystemAutomation Intelligence, API, Automation and Orchestration Ecosystem Automation “[Predictive AI] can make the output of genAI even smarter, leading to an increase inthe proportion of use cases leveraging bothtechnologies from today’s 28% to 35%.” Intelligence, API, Automation and Orchestration On their own, technologies such as automation, orchestration, AI andapplication programming interfaces (APIs) can achieve a lot. But by combiningthese tools into one cohesive platform that works together seamlessly,organizations can connect systems, people and processes, and create moreimpactful and relevant outcomes across the business. — Predictions 2025: Artificial Intelligence, Forrester,September 9, 2024 75% AI allows organizations to automate more complex decisions, where work is onlyassigned to humans in certain steps. By combining orchestration, automation, AIand APIs, businesses can grow rapidly without increasing their human workforce.Together, these tools can create more robust, flexible workflows, with predictivemeasures to help organizations