Agentic AI: 6 Promising Use Cases for Business

Agentic AI has great potential by integrating real-time decision-making into workflows, cybersecurity, customer service, and beyond, offering organizations adaptable and efficient automation.

AI agents will play a vital role in software programming and cybersecurity, but they will also change enterprise workflows and business intelligence, experts say.

Agentic AI is having a moment, as proponents see the benefits of using autonomous AI agents to automate manual tasks across organizations.

Agentic AI, which Forrester named a top emerging technology for 2025 in June, takes generative AI a step further by emphasizing operational decision-making rather than content generation. The promise the approach has for impacting business workflows has organizations such as Aflac, Atlantic Health System, Legendary Entertainment, and NASA’s Jet Propulsion Laboratory already pursuing the technology.

CRM leader Salesforce has since centered its strategy around agentic AI, with the announcement of Agentforce. IT service management giant ServiceNow has also added AI agents to its Now Platform. Microsoft and others are also joining the fray.

With AI agents popping up in so many situations and platforms, organizations interested in the technology may find it difficult to know where to start. A handful of use cases have so far risen to the top, according to AI experts.

Agentic AI will integrate smoothly with ERP, CRM, and business intelligence systems to automate workflows, manage data analysis, and generate valuable reports, says Rodrigo Madanes, global innovation AI officer at EY, a consulting and tax services provider. AI agents, unlike some past automation technologies, can make decisions in real-time, making process automation a primary use case.

“AI agents can automate repetitive tasks that previously required human intervention, such as customer service, supply chain management, and IT operations,” Madanes says. “What sets the technology apart is its ability to adapt to changing conditions and handle unexpected inputs without manual oversight.”[…]