A joint report by Deloitte and Harvard Business Review Analytic Services, Agentic AI: Orchestrating Intelligent Operations, examines how AI agents can reshape corporate operations. According to the study, these intelligent systems are able to coordinate multi-step workflows, adapt to changing environments and support complex decision-making — positioning them as more than an incremental automation step and as the basis of a new operating model.
Technology alone is not enough
The research finds that while many organizations have moved beyond early AI experiments, creating sustained business value remains difficult. AI agents have evolved beyond single-task automation: they can synchronize complex processes, propose alternative scenarios and, in delegated roles, make immediate decisions and act across corporate systems.
Takács István, lead senior manager of the AI & Data team at Deloitte Hungary, commented: “In the coming years the competitive edge will not be who uses AI, but who can operate multiple autonomous systems in coordination. Agentic BI already goes beyond data integration and passive reporting. AI agents, as autonomous entities, can surface hidden correlations, devise alternative scenarios, and even make immediate delegated decisions and interventions across a company’s systems.”
Scaling is the real challenge
For many companies, the greater difficulty is not introducing initial AI solutions but deploying them at scale in a commercially sustainable way. The report highlights common gaps in internal expertise, practical experience and capacity that hinder broader adoption of AI agents.
Long-term success, the study argues, requires moving past isolated initiatives and establishing a unified operating model built around autonomy. AI agents deliver the greatest business value when they connect different processes, systems and decision points, enabling more coordinated and efficient operations.
Human oversight and governance remain central
The increasing autonomy of systems reshapes rather than eliminates the human role in oversight. The report emphasizes transparent operations, adequate controls and clear accountability frameworks to ensure autonomous systems remain aligned with business objectives, risk-management principles and regulatory expectations.
Dr. Barta Gergő, lead AI expert at Deloitte Hungary, added: “As AI systems become more autonomous, the question is no longer whether human control is needed, but within what frameworks it should operate. Over time, organizations that pair autonomy with transparent governance and clear responsibilities will be able to realize real business value from AI agents.”
The evolving role of service providers: managed services
The study also notes a shift in the role of external providers: partners that can support the full lifecycle of AI systems — from design and implementation to operation and continuous optimization — will gain importance. This is especially relevant for organizations that want rapid business outcomes but lack in-house capabilities or capacity.
A managed services approach enables companies to bring in external partners not only for initial deployment but for ongoing operation and enhancement, helping address internal resource shortages and making AI solutions more sustainable in the long term.
Key findings of the report
The research highlights five areas that determine how organizations can capture business value from AI agents:
- frequent shortfalls in internal expertise, practical experience and capacity when scaling AI agents;
- the need to move beyond isolated automation projects to rethink operating models at enterprise level;
- the economic model of AI agents differs from traditional IT solutions, requiring a new approach to cost and return evaluation;
- governance, human oversight and executive decision-making remain decisive for responsible and sustainable operation;
- next-generation managed service providers can play an increasingly important role in implementing, operating and continuously optimizing AI systems.
Why this matters for businesses
Adoption of AI agents is increasingly a strategic issue. Organizations that build the necessary technological, operational and governance foundations in time can not only improve efficiency but also secure lasting competitive advantages in a rapidly changing business environment.
(This article is based on the Deloitte and Harvard Business Review Analytic Services report Agentic AI: Orchestrating Intelligent Operations.)
