• Agentic artificial intelligence (AI) emerges as a priority for operating model transformation
  • Effective employee engagement and change management improve AI success by up to 18 percentage points

BENGALURU, India, March 12, 2025 /PRNewswire/ -- Infosys Knowledge Institute (IKI), a research arm of Infosys (NSE: INFY) (BSE: INFY) (NYSE: INFY), a global leader in digital services and consulting, today unveiled its largest survey of AI effectiveness to date. Titled Infosys AI Business Value Radar, the report surveyed 3,240 companies worldwide across 132 different AI business use cases and highlights a shift in AI deployment. Many organizations are now transitioning from experimentation to scaled deployment, thanks to decreasing costs and increasing success rates.

The research reveals that 19% of AI use cases deliver on all their business objectives, while another 32% show promise by partially meeting their objectives. Organizations prioritizing core, transformational AI use cases are more likely to achieve business objectives. As AI costs decline, these transformational use cases will rapidly begin to deliver more effective business outcomes. Well-designed change management strategies and robust employee training efforts enhance AI deployment success rates by up to 18 percentage points. These findings underline the potential of enterprise AI to deliver business value across industries when supported by bold action focused on reshaping business processes, employee training, and data architecture.

Key Findings and Recommendations from the Infosys AI Business Value Radar Report

High-performing Industries:

  • Industries such as professional services, life sciences, high tech, telecommunications, and insurance achieve more success from AI.
  • Financial services rank just below average on performance, likely due to regulatory and data modernization challenges.
  • However, AI does not benefit all industries equally: Travel and hospitality, manufacturing, retail, and the public sector struggle to achieve consistent success.

Top Use Cases:

  • IT, operations, and facilities is the most pursued AI use case category at 38%. This is followed by cybersecurity, resilience, and software development, with 30% pursuing these categories. Use cases in these categories are 10%-15% more likely to succeed.
  • The next most pursued are marketing, customer service, and sales.
  • Industry-specific applications, such as claims processing in insurance and clinical trials in life sciences, improve core business operations.

Change Management:

  • Only 16% of companies have implemented effective change management and employee training for AI.
  • Companies that have taken initial steps can nearly double their likelihood of success with AI deployments by fully investing in workforce AI readiness.

Key Recommendations: The report recommends five critical steps to become AI-first and generate business value from AI deployments:

  • Accelerate agentic AI as a route to operating model transformation.
  • Speed up innovation by simultaneous experimenting through an AI foundry and AI factory model.
  • Prepare employees by investing in training to achieve an 18-percentage point uplift in use case success.
  • Adopt a product-centric mindset.
  • Create an AI governance task force to reduce risk and improve accountability.

Satish H C, EVP, Chief Delivery Officer, Infosys, said, “Enterprise AI is ready to scale. With effective use of data architecture, operating models, and employee readiness, businesses can adopt AI to achieve measurable success. Our research indicates that agentic AI is critical to operating model transformation.”

Jeff Kavanaugh, Head of Infosys Knowledge Institute, said, “In our largest AI research to date, we have uncovered the drivers of AI business success. Organizations that change their operating model and support their employees through the journey are most likely to thrive in the era of Enterprise AI.”

To read the full report with detailed insights, please visit here.

About Infosys

Infosys is a global leader in digital services and consulting. Over 300,000 people work to amplify human potential and create opportunities for individuals, businesses, and communities. We enable clients in more than 56 countries to navigate their digital transformation.

To see how Infosys can help enterprises navigate their next, visit www.infosys.com.