By Manisha Banthia, Vice President, Data and Analytics, Global Services, Fiserv
We’re moving beyond an era where AI simply supports decision-making. Instead, AI is becoming an active participant, capable of refining its own strategies, making recommendations and informed decisions, and learning from real-world feedback. This change is poised to redefine how enterprises operate, innovate, and compete.
Artificial Intelligence has evolved in leaps and bounds—from automation to predictive analytics, and now, to a new frontier: Agentic AI. Unlike traditional AI systems that provide insights and require human intervention to act on it, agentic AI is built to perceive, decide, and act autonomously including complex environments. It represents the next step in AI’s evolution—a shift from passive automation to proactive intelligence and action.
From Assistive to Autonomous AI
Most organisations today use AI to enhance efficiency and provide insights. But these systems still rely on human intervention to execute decisions. Agentic AI changes the game by introducing self-directed AI agents that can:
- Continuously learn from new data and changing conditions
- Make independent decisions based on historical and real-time insights
- Take action without waiting for human approval, including complex scenarios
- Refine and optimise their strategies through trial and feedback
It is no longer just about AI/ ML models for predictive analytics or AI for intelligent automation, it is about AI taking responsibility for solving problems, adapting dynamically, and optimising outcomes on its own.
The Strategic Shift: Static AI vs. Dynamic Intelligence
Traditional AI operates on fixed models—pre-trained, periodically updated, and constrained by pre-set rules. Agentic AI, in contrast, is continuously evolving. It adjusts its decision-making based on contextual awareness, making it particularly valuable in industries where conditions change rapidly.
Consider these examples:
- In financial services, agentic AI can dynamically adjust fraud detection models based on emerging threats, rather than relying on static rule sets
- In cybersecurity, AI can detect and neutralise attacks in real time, evolving its defense mechanisms instead of reacting after the fact
- In customer engagement, AI agents can go beyond scripted responses by analysing sentiment, predicting intent, observing recent behavior and personalising interactions on the fly.
For enterprises, this means moving from AI-powered insights to AI-driven decision-making—a major leap in how organisations leverage technology for competitive advantage.
Ensuring Trust, Transparency, and Control
Of course, with greater autonomy comes greater responsibility—and risk. Agentic AI raises important questions:
- How do we ensure AI remains explainable and aligned with business goals?
- What safeguards prevent unintended actions or decision-making biases?
- How do we maintain compliance and governance when AI operates independently?
The solution lies in strong AI governance frameworks. Businesses must implement clear ethical guardrails, real-time monitoring, and human-in-the-loop oversight to maintain control. The key is to strike a balance: giving AI the freedom to optimise while ensuring it operates within well-defined parameters. The role of human oversight remains critical here, underscoring that the future of enterprise intelligence is not about replacing human judgment- it should be augmenting it. This approach ensures that while AI agents handle complex tasks and adapt to dynamic environments, human oversight provides crucial ethical guidance, strategic direction, and the ability to intervene when necessary. This collaborative model, where AI and humans work in synergy, will ultimately drive the most effective and responsible innovations, allowing businesses to harness the full potential of Agentic AI while mitigating its inherent risks.
What’s Next for Enterprises?
Agentic AI is not merely a technological advancement, it is a fundamental shift in how organisations approach intelligence and strategy. The companies that embrace this shift thoughtfully—with the right governance, safeguards, and agility—will set the stage for a new era of AI-powered enterprise innovation.
The future is now about going beyond AI assisting humans. It is about AI acting alongside us—driving smarter, faster, and more dynamic decision-making than ever before.
