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Infosys–HFS Report Shows Only 14% of Enterprises Have Scaled Agentic AI; IT Operations (50%) and Customer Support (42%) Lead Outcomes

Infosys and HFS Research have announced the release of a joint Market Impact Report titled “Stop scaling agentic AI on operating models built for control.” Drawing insights from more than 500 Global 2000 enterprises, the report examines how organizations are adopting agentic AI, the barriers preventing autonomous systems from scaling enterprise-wide, and the operating model changes required to move from isolated pilots to enterprise-wide execution.

The research provides a comprehensive view of enterprise readiness for agentic AI and highlights a clear gap between ambition and the organizational structures needed to support autonomous systems. By enabling governed autonomy, real-time data access, and intelligent workflow orchestration, Infosys Topaz, an AI-first offering powered by generative AI technologies, designed to help enterprises embed AI into core business processes, and supports organizations unlock AI value by transitioning from AI experimentation to AI-enabled execution and enterprise-scale transformation.

Key findings from the report include:

  • Enterprise adoption remains early-stage: 6% of enterprises identify as pioneers while 80% are still in the Exploring or Emerging phases of Agentic AI adoption, with only 14% reaching the scaling stage.
  • Enterprise-wide deployment remains limited: Only 16% of organizations have deployed agentic AI at an enterprise level, indicating that most initiatives remain confined to pilots or isolated use cases.
  • Most “agentic” systems still resemble controlled automation: 60% of enterprises report that their most advanced agents perform rules-based tasks rather than autonomous decision-making.
  • Strategic ambition is high, but ownership remains fragmented: While 47% of enterprises aim to rethink business models and operating structures using agentic AI, 28% report struggling with competing priorities and 20% are still determining ownership of outcomes.
  • Data readiness and governance constrain scaling: 44% cite gaps in data and infrastructure, only 16% report real-time data availability, and just 12% are comfortable granting agents broad access to sensitive enterprise data.
  • Measurable functional impact: IT Operations (50%) and Customer Support (42%) have delivered the strongest and most measurable outcomes from Agentic AI adoption.
  • Analytics and monitoring led agentic adoption: Across industries, agentic AI adoption is being driven by analytics and operational monitoring use cases, with traction in financial markets and trading (24%), production optimization in industrial manufacturing (36%), and operational monitoring and reporting in retail (21%).

Through its collaboration with HFS Research, Infosys reinforces its commitment to helping enterprises assess AI maturity, redesign operating models, and integrate agentic AI into enterprise workflows to unlock sustained business value at scale.

To learn more about the findings from the report, please visit here.