Last year, I worked with an enterprise leadership team that had made significant investments in its piloting of generative AI in areas such as customer service, IT operations, and productivity workflows. On paper, the organization appeared ahead of the curve. Employees were using copilots. Business units were experimenting with AI assistants. Executives were tracking AI adoption metrics across departments. But when we looked at operational performance, very little had actually changed. Approvals remained slow among different teams. Customer escalation was reliant on manual intervention. There was also still time wasted in resolving disparate data sets prior to making a decision. The use of AI in the environment has been optimized, but not its intelligence within the processes and functions of the enterprise itself.

Full opinion : Basic AI copilots are great for tasks, but if you want real business results, you need AI agents that can actually coordinate enterprise decisions.