Capgemini Study on AI Agents
Companies See Billion-Dollar Potential for Agent-Based AI
According to a recent study by the Capgemini Research Institute, agent-based AI systems could generate an economic benefit of up to USD 450 billion worldwide by 2028 — provided that humans remain actively involved.
Agent-based AI systems are expected to help companies increase revenues and reduce costs. This is shown by the new study “Rise of agentic AI: How trust is the key to human-AI collaboration” by the Capgemini Research Institute. The economic potential is estimated at up to USD 450 billion by 2028. For companies with scaled implementations, this translates to an average business value of around USD 382 million over the next three years, while companies without scaled deployment expect only about USD 76 million.
However, many companies still lack a clear path to implementation: so far, only two percent have achieved full-scale deployment. About a quarter are running pilot projects, 14 percent have started implementation, and the majority are still in the planning phase. Yet 93 percent of decision-makers believe that scaling AI agents within the next twelve months will deliver a competitive advantage.
Trust in fully autonomous AI agents has declined significantly compared to the previous year — dropping from 43 percent to 27 percent. Nearly two in five executives (around 40 percent) fear that the risks outweigh the benefits. Companies are therefore focusing more on transparency and ethical safeguards. Trust levels are higher among companies in the implementation phase (47 percent) than in the exploration phase (37 percent).
More than 60 percent of companies expect to establish human-AI teams within the next year. 70 percent believe this will require rethinking roles, team structures, and workflows. Where collaboration succeeds, companies expect a 65 percent increase in human involvement in value-adding tasks, a 53 percent boost in creativity, and a 49 percent improvement in employee satisfaction.
“The economic potential of AI agents is significant. But realizing it requires not just the technology itself, but a comprehensive, strategic transformation of people, processes, and systems,” says Philipp Wagner, Vice President and Head of Enterprise Data & Analytics at Capgemini Invent Germany.
Currently, agent-based AI systems are primarily used in customer service, IT, and sales, with operations, R&D, and marketing expected to follow in the coming years. So far, only about 15 percent of business processes are expected to run partially or fully autonomously within the next year. By 2028, this share is projected to rise to 25 percent.
The study also highlights existing gaps: 80 percent of companies do not yet have a mature AI infrastructure, and less than 20 percent demonstrate high data maturity. Data protection is the top concern for 51 percent of companies, but only 34 percent actively implement risk mitigation measures. In addition, only about half of executives fully understand the capabilities of AI agents or can see where they exceed traditional automation.
More information is available in the full study:
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