AI在行动-Gen AI和代理AI如何重新定义业务运营（英）-Capgemini

AI in actionAI in actionHow gen AI and agentic AIredefine business operations#GetTheFutureYouWantTable of contents2Capgemini Research Institute 2025AI in action06Executive summary28Gen AI and agentic AI adoption is soaring10As organizations realize AI benefits, ROI concerns wane 36AI-driven process transformations are delivering value across business operationsTable of contents3Capgemini Research Institute 2025AI in action54Preparing your organization for AI-powered business operations84Our services79Research methodology78Conclusion Who should read this report and why?This report is primarily intended for senior executives in business operations—particularly those leading functions such as supply chain, procurement, finance, and customer or people operations. It will also be valuable to CTOs, CDOs, and other technology and innovation leaders exploring the strategic role of Gen AI and agentic AI in enterprise transformation.This report offers unique, data-driven insights into how Gen AI and agentic AI are being adopted across industries, with a focus on ROI trends, emerging use cases, and their tangible impact on core business functions. It also explores workforce implications, governance best practices, and scaling strategies—making it a critical resource for leaders looking to move beyond experimentation and drive measurable value from AI investments in business operations.4Capgemini Research Institute 2025AI in actionWhat is AI, Gen AI, and agentic AI in business operations?In this report, “AI, Gen AI and agentic AI in business operations” refers to the integration of traditional AI, AI-enhanced process automation (IPA), generative AI (Gen AI), and agentic AI into organizational workflows to improve efficiency, decision-making, and innovation. Key terminology used in the report:• Artificial intelligence (AI) is a collective term for the intelligent capabilities in learning systems, typically categorized into machine vision and sensing, natural language processing (NLP), predicting and decision-making, and acting and automating. • Generative AI (Gen AI) is a subset of AI that harnesses the power of transformer models and massive scaling of data and compute to plan, reason, and create generative features including text, image, and video. • AI agent is a software program that can interact with its environment, collect data, and use this to autonomously perform tasks to meet predetermined goals. As an evolution from technologies like robotic process automation (RPA) and machine learning (ML), AI agents can, perceive, reason, and act in changing environments to achieve their goals. AI agents employ a range of advanced technologies to interact with users and perform tasks autonomously and effectively. Large language models (LLMs) are often the primary interface between AI agents and users. An agent can understand and generate human-like text or verbal responses