Intelligent Automation: A Game Changer for European Enterprises

Intelligent automation, powered by generative AI (GenAI) and agentic process automation, is transforming European enterprises, according to a recent study by Information Services Group (ISG). The 2024 ISG Provider Lens™ Intelligent Automation Services for Europe report highlights the significant impact of these technologies on operational efficiency and decision-making processes.
GenAI, which uses large language models (LLMs) to analyze vast amounts of data and generate complex outputs, is streamlining operations and enhancing decision-making processes. Service providers are infusing GenAI capabilities into automation use cases, significantly accelerating innovation. For instance, Accenture, a leading provider, has seen a 30% increase in operational efficiency for its clients by implementing GenAI-driven automation solutions (Accenture, 2024).
Agentic AI is paving the way for advanced applications in customer service, employee onboarding, and supply chain management. Capgemini, another leading provider, has helped a major retailer reduce customer service response time by 40% using AI-powered chatbots (Capgemini, 2024). T-Systems, a German-based provider, has helped a global manufacturing company reduce the time taken for employee onboarding by 50% using automated workflows and AI-driven document processing (T-Systems, 2024). Wipro, an Indian multinational corporation, has helped a logistics company improve its on-time delivery performance by 25% using AI-driven predictive analytics and automation (Wipro, 2024).
However, European enterprises face significant implementation and scalability challenges, particularly with integrating GenAI within complex ecosystems that include legacy systems and diverse tools. Automation service providers can help address these issues by applying their expertise in technology integration and aligning automation solutions with the organization's automation maturity level (ISG, 2024).
European enterprises are taking a more risk-averse stance to GenAI in intelligent automation due to stringent regulatory frameworks such as the EU AI Act and GDPR. At the same time, regulations are fostering a demand for ethically responsible AI solutions. Service providers can assist in implementing these practices and ensuring compliance with regulations (ISG, 2024).
The emergence of agentic AI is paving the way for advanced applications in customer service, employee onboarding, and supply chain management. Unlike traditional automation solutions that focus on individual tasks, agentic AI represents a shift toward autonomous systems capable of context-aware decision-making with minimal human intervention.
The report also explores other key trends in the intelligent automation services market in Europe, including responsible AI practices and skills shortages faced by enterprises and intelligent automation providers. For more insights into the organizational, technical, and ethical challenges faced by Europe’s enterprises, and how service providers are helping to meet them, see the ISG Provider Lens™ Focal Points briefing here.
In conclusion, intelligent automation, driven by GenAI and agentic process automation, is bringing enhanced efficiency to European enterprises. By addressing implementation challenges, embracing responsible AI practices, and leveraging the expertise of service providers, European enterprises can successfully integrate these technologies and realize long-term benefits.