AI in business is going through a transformation. It is no longer confined to automating back-office processes. Today, AI is shaping strategic outcomes, redefining customer and employee experiences and opening new doors to innovation. As this evolution unfolds, a new paradigm is taking center stage — Agentic AI.

Agentic AI marks a significant leap forward. These are systems capable of acting autonomously, making context-aware decisions and continuously learning — not to replace humans, but to enhance their potential. Organizations that embrace intelligent, human-centered experiences have reported up to a 57% ROI on Total Experience (TX) initiatives, far outpacing their peers​.

At HCLTech, we are enabling this transformation through a structured AI adoption journey grounded in scalability and real-world impact. Our strategic partnership with ServiceNow, for example, plays a critical role in this journey — helping enterprises embed intelligence seamlessly into their workflows and build adaptive, agentic systems that scale with confidence.

As we look ahead, Agentic AI isn’t just a technological milestone. Across industries, the technology may generate up to $4.4 trillion annually for the global economy by 2030 and in sectors like energy, spending on Agentic AI is already set to surge from $40 billion in 2023 to over $140 billion by 2030. Clearly, it’s a new way of empowering people, processes and platforms — with experience at its core.

The enterprise POV: Why Agentic AI matters now

Agentic AI represents the third wave in artificial intelligence evolution, building on the foundations laid by rule-based systems and large language models (LLMs).

Unlike traditional rule-based automation or even generative AI tools that require explicit prompts, Agentic AI enables systems to operate with autonomy, awareness and adaptability. In 2025, nearly 32% of top executives see AI agents as the leading data and AI trend. These agents interpret intent, respond contextually and navigate complexity, all while keeping humans at the center.

Agentic AI helps organizations:

• Accelerate time-to-value by making faster, context-aware decisions
• Boost productivity by automating nuanced, cross-functional tasks
• Enhance decision quality through continuous learning from real-time data
• Maintain trust and compliance by building governance-ready, industry-tailored solutions

What makes this especially relevant now? The enterprise landscape is changing faster than ever. Decision-making needs to be real-time. Experiences need to be hyper-personalized. The outcomes must align with both operational goals and human values. Crucially, this isn’t about replacing human intelligence — it’s about amplifying it.

Total experience: The experience-centric foundation of Agentic AI

In a world shaped by increasingly personalized expectations, AI must do more than solve tasks — it must elevate experiences. That’s why HCLTech anchors its Agentic AI vision to a unifying principle: Total Experience (TX).

TX weaves together customer, employee, user and operational experiences into one cohesive strategy. It’s not just about how AI works, it’s about how people feel while interacting with it.

As highlighted in HCLTech’s report, The Blueprint to Total Experience, organizations that lead on TX outperform others significantly. These leaders integrate Agentic AI not as a backend upgrade, but as a frontline enabler of human-centered transformation. By aligning Agentic AI with TX goals, businesses can:

• Proactively address pain points before they escalate
• Scale intelligent solutions without sacrificing personalization
• Build a resilient, future-ready enterprise rooted in empathy and insight

This is the multiplier effect of TX in action. And with Agentic AI as the engine, that effect is not only scalable, it's sustainable.

Reimagining enterprise potential with Agentic AI

Agentic AI isn’t just another leap in technology, it’s a leap in how enterprises think, operate and grow. It represents a fundamental shift from process-centric automation to purpose-driven intelligence that places people and experiences at the center.

At HCLTech, our approach to Agentic AI is rooted in enablement, not replacement. We believe that when AI learns from context, adapts to change and collaborates with humans, it unlocks a deeper kind of value — one that transcends efficiency and leads to transformation. Supporting this trend, nearly 45% of business leaders expect Agentic AI to be more transformative than generative AI.

This future isn’t hypothetical. It’s already taking shape with smarter workflows, more empathetic interactions and systems that can think, learn and evolve. It’s a future where autonomous, experience-led ecosystems aren’t a vision, they’re a distinct competitive edge.

Framing Agentic AI within HCLTech and ServiceNow’s value partnership

The rise of Agentic AI coincides with growing enterprise demand for integrated, scalable platforms that support adaptive intelligence. Today's businesses need solutions that can evolve alongside operations, connecting data, processes and people in meaningful ways.

Through our strategic collaboration with ServiceNow, HCLTech offers enterprises a unique foundation to build, test and scale intelligent agents, not as one-off projects, but as sustainable, platform-driven journeys.

By embedding agentic intelligence directly within ServiceNow’s digital workflow engine, organizations gain access to:

• Real-time orchestration across siloed systems
• Contextual automation that adapts to business needs
• Enhanced employee and customer experiences across IT, HR and procurement

This integration creates a practical path to Agentic AI adoption. It’s about creating an adaptive digital backbone that supports intelligent agents capable of decision-making, collaboration and self-evolution. These agents understand the business, access important data and act without disrupting workflows. As showcased at ServiceNow Knowledge 2025, this co-innovation approach empowers enterprises to build the future of AI and not just adopt it.

HCLTech’s three-tiered AI adoption framework

Agentic AI doesn’t get implemented overnight, it’s built through deliberate layers of capability, maturity and purpose. At HCLTech, we guide enterprises through this journey with a three-tiered AI adoption framework, ensuring scalability, domain contextualization and continuous learning as organizations build their AI capabilities. The framework includes:

Core AI: Foundational automation

This stage is essential for building agentic readiness. Here, AI is applied to optimize repetitive, high-volume tasks, laying the groundwork for agility and scalability.

• Automates IT operations like ticket routing, incident summaries and password resets
• Seamlessly integrates with ServiceNow to transform ITSM functions
• Frees up teams to focus on innovation, while enabling consistent service delivery

Organizations starting here quickly realize tangible benefits while establishing the data infrastructure and operational practices needed for more advanced implementations.

Advanced AI: Generative and context-aware experiences

As organizations mature, they shift from automation to augmentation. This tier introduces generative AI (GenAI) and real-time analytics to drive deeper engagement and decision intelligence.

• Powers human-like interactions through empathetic chatbots and digital agents
• Supports real-time recommendations, sentiment analysis and adaptive learning loops
• Enables human-in-the-loop design, keeping judgment, empathy and ethics intact

This level is pivotal to making AI more humanized and task-intelligent, extending beyond automation to true assistance and augmentation of human capabilities.

Industry-specific AI agents: Tailored for impact

The third tier delivers specialized agents tailored for specific business functions like HR, procurement, field services and customer experience. These agents are not static tools, they evolve, collaborate and learn within their operational context. AI agents are:

• AI copilots for HR, procurement, field services and customer support
• Designed to meet compliance mandates and industry benchmarks
• Capable of adapting to new workflows, policies and user behaviors in real time

Together, these three layers make Agentic AI scalable, responsible and industry-ready. It’s a framework not just for transformation, but for building a future where AI doesn’t just assist — it collaborates.