Genpact Study Finds the Real AI Challenge Begins After Deployment

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Register for "How Agentic Operations Turn AI Progress Into Actual Business Value," an upcoming Newsweek webinar, sponsored by Genpact. More details below. AI agents are…

Register for "How Agentic Operations Turn AI Progress Into Actual Business Value," an upcoming Newsweek webinar, sponsored by Genpact. More details below.

AI agents are increasingly doing tangible work inside large companies, from checking invoices against purchase orders to helping scientists design experiments. But when a task becomes faster or requires less manual intervention, the financial benefit isn’t always obvious, particularly if the broader process and the way employees spend their time remain unchanged.

A new Genpact study, titled “Autonomy in Practice,” surveyed 2,005 executives across 17 industries, including manufacturing, banking and health care. It found that 79 percent of the executives reported agents in production, yet a weighted average of just 49 percent of AI initiatives funded over the past 24 months had delivered their expected business value. Only 15 percent of respondents said their organizations had fully connected AI investments to specific profit-and-loss outcomes.

Sanjeev Vohra, chief technology and innovation officer at Genpact, believes companies have made substantial progress deploying AI but are struggling to change how work gets done around it.

“Technology is not a problem. In fact, there’s an overdose of technology,” Vohra said in an interview with Newsweek.

He argues that giving employees new tools is relatively straightforward. Restructuring the work those employees perform, particularly when it involves multiple departments or business systems, presents a more complicated challenge.

In its study, Genpact uses the term "autonomy dividend" to describe the value enterprises capture when AI-driven improvements translate into better business performance. The report argues that existing operating structures have become a major obstacle to realizing those benefits.

Elena Christopher, global head of Genpact Intelligence and lead author of the report, said the research was designed to examine whether organizational limitations, rather than…

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