AI在行动-Gen AI和代理AI如何重新定义业务运营-Capgemini

Table ofcontents Capgemini Research Institute 2025 Table ofcontents Capgemini Research Institute 2025 Who shouldread thisreport andwhy? This report is primarily intended for senior executives inbusiness operations—particularly those leading functionssuch as supply chain, procurement, finance, and customeror people operations. It will also be valuable to CTOs,CDOs, and other technology and innovation leadersexploring the strategic role of Gen AI and agentic AI inenterprise transformation.This report offers unique, data-driven insights intohow Gen AI and agentic AI are being adopted acrossindustries, with a focus on ROI trends, emerging use cases,and their tangible impact on core business functions.It also explores workforce implications, governancebest practices, and scaling strategies—making it acritical resource for leaders looking to move beyondexperimentation and drive measurable value from AIinvestments in business operations.Capgemini Research Institute 2025 What is AI,Gen AI, andagentic AI inbusinessoperations? As an evolution from technologies like robotic processautomation (RPA) and machine learning (ML), AI agentscan, perceive, reason, and act in changing environments toachieve their goals. AI agents employ a range of advancedtechnologies to interact with users and perform tasksautonomously and effectively. Large language models(LLMs) are often the primary interface between AI agentsand users. An agent can understand and generate human-like text or verbal responses using natural languageprocessing (NLP), making human-AI interactions morenatural and efficient.1•Agentic AIis the deployment of AI agents in a real-worldenvironment where agents can detect signals, plan andreason, make autonomous decisions, and achieve set goalswithout human intervention. (Note that the definition ofthis term is not yet stable across the industry and may varybetween different projects and contexts.)Note: In this report, the term “AI” encompassestraditional AI, AI-enhanced process automation(IPA), Gen AI, and agentic AI collectively, unlessexplicitly stated otherwise.Capgemini Research Institute 2025 In this report, “AI, Gen AI and agentic AI in businessoperations” refers to the integration oftraditional AI,AI-enhanced process automation (IPA), generativeAI (Gen AI),andagentic AIinto organizationalworkflows to improve efficiency, decision-making, andinnovation.Key terminology used in the report:•Artificial intelligence (AI)is a collective termfor the intelligent capabilities in learning systems,typically categorized into machine vision andsensing, natural language processing (NLP),predicting and decision-making, and acting andautomating.•Generative AI (Gen AI)is a subset of AI thatharnesses the power of transformer models andmassive scaling of data and compute to plan, reason,and create generative features including text, image,and video.•AI agentis a software program that caninteract with its environment, collect data,and use this to autonomously performtasks to meet predetermined goals. ExecutivesummaryHaving shifted from experimental proofs of concept(PoCs) to in-production operational AI systems,businesses are beginning to realize the benefits. Oursurvey of 1607 organizations shows that, returns oninvestment (ROI) averaging an impressive 1.7x onAI investments in business operations.aConfidencein AI's commercial viability is growing, with 40% oforganizations expecting positive ROI within one to threeyears and another 35% within three to five years basedon our survey. AI agents and multi-agent systems deliversignificant improvements in operational efficiency, costreduction, customer satisfaction, and error reduction.aBusiness operationsencompass the coordinated activities and processes undertaken by various departmentswithin an organization to produce, market, and deliver goods or services. These operations integrate functionssuch as customer service, product management, marketing, and supply chain management to ensure efficiency,profitability, and alignment with the organization’s strategic objectives. In our research, we focus onfourprimarybusiness functions:supply chain and procurement, finance and accounting, people operations,and customeroperations, as these areas collectively represent the core operational pillars of most modern enterprises. Investment in integrating AI into business operations isrising, with 62% of organizations increasing their Gen AIspending this year, and 36% allocating capital specificallyto Gen AI. Three out of four executives prefer usingproprietary models for AI implementation in operations,valuing high performance and easy integration withenterprise systems.In 2025, Gen AI deployment in business operationssurged, with 36% of organizations deploying thetechnology at a limited/full scale, up from 20% in 2024.Among these, 30% have integrated AI agents into theiroperations. ExecutivesummaryThe use of AI agents, including multi-agent systems, hasmore than doubled, with 21% of organi