But how do you utilize this technology in a safe, efficient, and human-centered way? And how do you ensure that autonomy does not come at the expense of trust? Recent research from NTT DATA Insight CoE (November 2025) and Gartner shows that many organizations are still searching.
'AI is shifting to the heart of our daily work'
The hype is over: agentic AI between facts and reality
Of the thousands of providers worldwide, only about 130 companies actually offer agentic AI capabilities. The rest use existing AI or RPA tools under a new name - a phenomenon known as agent washing. This fuels the hype but slows down real progress.
The market is meanwhile growing rapidly. According to Technavio (2025), the global market for agentic AI is growing by 33.3% per year to a value of over 7.2 billion dollars in 2025. The fastest growth comes from MEA and APAC, while North America and Europe hold the largest market shares.
'Agent washing fuels the hype but slows down real progress'
Yet, most organizations are still in the early phase:
- 53% are in the exploratory phase
- 25% in pilots
- Only 6% use agentic AI in production
Additionally, 40% of projects are at risk of failing before 2027, often due to overly high expectations or unclear ROI (Gartner, Emerging Tech: Agentic AI Maturity Roadmap, 2025).
The time for casual experiments seems to be over. Success requires a clear strategy, reliable data, and human-centered governance.
New forms of collaboration
Agentic AI not only changes technology but also collaboration. Where AI previously mainly supported, it is now becoming an active partner that helps make decisions and coordinates work processes.
The challenge lies in balance: combining innovation with responsibility. Organizations must ensure clear frameworks – ethical, legal, and practical – so that AI makes decisions that align with their values and policies. This keeps technology reliable and human-centered.
From pilot to practice
Many organizations remain stuck in proof-of-concepts, but leaders show that agentic AI already delivers real value. In customer contact, questions are increasingly handled autonomously, allowing employees more time for conversations where empathy matters. In support functions, AI helps with summarizing, planning, and analyzing, enabling people to focus on more complex issues. And in HR or knowledge sharing, agentic AI speeds up access to information and expertise.
In short, success lies not in grand projects but in starting small with a clear goal and a multidisciplinary team. This way, AI gradually becomes an integral part of your organization.
'Those who have the basics in order create space for innovation'
Autonomy requires trust
With more independence come new risks. According to Gartner (2025), emergent behavior, lack of transparency, and governance challenges are the biggest obstacles to large-scale application.
Therefore, it is crucial that organizations follow three basic principles:
- Transparency – being able to explain why AI makes a certain decision.
- Human control – autonomy with oversight and accountability.
- Reliable data – the quality of the input determines the quality of the output.
Those who have these basics in order create space for innovation without losing control.
Smarter collaboration, more human contact
Agentic AI makes service faster, more personal, and more consistent. Digital assistants understand customers better and provide more relevant answers, while employees can focus on the human side of contact. It may sound paradoxical, but by effectively utilizing AI, service becomes more human. Technology takes over routine tasks, creating more space for genuine attention and empathy.
Responsible acceleration
The rise of agentic AI forces organizations to make choices - not only about technology but also about values, culture, and leadership. The real power of agentic AI lies not in automation but in enhancing collaboration, creativity, and trust. Technology that supports humans makes organizations more resilient, agile, and human-centered.
About Laurent van der Raad
Laurent van der Raad is Business Unit Manager Intelligent Workplace and Customer Experience at NTT DATA, where his team helps organizations improve customer experience through the use of AI. He combines his experience in digital transformation and CX to make technology more human, with solutions that not only accelerate processes but especially strengthen the relationship between humans and organizations.
Laurent van der Raad, Business Unit Manager Intelligent Workplace at NTT DATA
