The joint Deloitte and Harvard Business Review Analytic Services study, Agentic AI: Orchestrating Intelligent Operations, examines how so-called AI agents — autonomous systems capable of coordinating multi-step processes — can reshape corporate operations and deliver measurable business value. The authors argue that this approach goes beyond mere automation and establishes an operational mindset in which intelligent systems play a growing role in process orchestration and decision support.
Beyond technology: operational transformation is required
The report notes that most organizations have moved past initial AI experiments, yet creating real business value remains challenging. AI agents do more than automate individual tasks: they can coordinate multi-step workflows, adapt to changing contexts and support more complex business operations. Sustained competitive advantage will therefore not come solely from the technology itself, but from organizations that align their processes, organizational design and decision-making mechanisms with these more autonomous systems.
Takács István, Deloitte Hungary’s Senior Manager leading the AI & Data team, said: “The next years’ competitive advantage will not be defined by who uses AI, but by who can orchestrate multiple autonomous systems. In business intelligence, for example, Agentic BI goes beyond data integration and passive reporting. AI agents operate as independent entities: they uncover hidden correlations, develop alternative scenarios, and even take immediate, autonomous decisions and interventions with delegated authority across a company’s systems.”
Scaling is a major challenge
The study highlights that for many companies the biggest hurdle is not deploying initial AI solutions, but operating them sustainably at scale. Organizations commonly face shortages in internal expertise, practical experience and capacity when they try to broaden use of AI agents. Long-term success requires moving past isolated initiatives and creating a more unified operational approach: AI agents deliver greatest value when they connect different processes, systems and decision points to enable more coordinated operations.
Human control and governance remain central
Although AI agents are becoming more autonomous, the study emphasizes that this does not reduce the importance of human involvement. As the technology matures, transparent governance, appropriate controls and clear accountability become more important. Dr. Barta Gergő, Deloitte Hungary’s lead AI expert, added: “As AI systems become more independent, the question is no longer whether human control is needed, but under what frameworks it is implemented. Organizations that can pair autonomy with transparent governance and clear responsibilities will be able to create long-term business value with AI agents.”
The evolving role of service providers
The report also describes how external providers’ roles are changing: providers that cover the full AI lifecycle — from design to operations to optimization — are increasingly valuable. This is particularly relevant for organizations that want quick business impact but lack necessary in-house knowledge or resources. Managed services approaches allow external partners to not only deploy AI solutions but to continuously operate, supervise and optimize them, helping address internal capacity gaps and supporting reliable, sustainable operation.
Key findings of the study
Deloitte and Harvard Business Review Analytic Services identify five areas critical to realizing business value from AI agents:
- Organizations often lack internal expertise, practical experience and capacity needed to scale AI agent deployments.
- Real results require moving beyond isolated automation projects and rethinking enterprise-wide operations built on greater autonomy.
- The economic model for AI agents differs from traditional IT solutions, necessitating new approaches to cost and ROI assessment.
- Governance, human oversight and executive judgment remain essential for sustainable and responsible operation.
- Next-generation managed service providers can play an increasingly important role in deployment, operations and optimization.
Conclusions
Applying AI agents is becoming a strategic question for companies. The study concludes that organizations that establish the necessary operational, governance and technological conditions early can not only improve efficiency but also build a more sustainable competitive position in a rapidly changing business environment.
Further details and recommendations are available in Deloitte’s related study on corporate AI agent adoption on the Deloitte website.
