U.S. enterprises are rapidly pushing intelligent automation from experimental use cases into the heart of their business operations, according to a newly released research report by Information Services Group (ISG). As a global, AI-focused technology research and advisory firm, ISG highlights how American organizations are embedding autonomous systems to enhance resilience, efficiency, and overall customer and employee experience.
Notably, the report positions U.S. enterprises as the most strategically mature adopters of automation worldwide. Rather than limiting automation to repetitive, task-level activities, organizations are integrating intelligent systems directly into business-critical workflows. As a result, enterprises are achieving measurable financial savings, lowering operational risk, and delivering more consistent experiences across digital and physical touchpoints.
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The 2025 ISG Provider Lens Intelligent Automation Services report for the U.S. reveals that companies are moving decisively toward agentic automation models. These advanced systems can make contextual decisions, handle exceptions, and orchestrate end-to-end processes across departments. This shift reflects mounting pressure on enterprises to support increasingly complex digital environments, reduce reliance on manual intervention, and maintain performance amid economic uncertainty, talent shortages, and rising customer expectations.
“U.S. enterprises are the most strategically mature adopters of automation in the world,” said Steve Hall, chief AI officer, ISG. “They are integrating intelligent systems directly into business-critical workflows to achieve hard-dollar savings, risk reduction and experience improvements.”
Furthermore, the report explains that organizations are embedding autonomous AI agents into workflows that span multiple systems and business functions. These agents replicate human roles by interacting with data and applications in real time, enabling continuous operations and faster, more informed decision-making. By transitioning from isolated bots to coordinated, multi-agent environments, enterprises are scaling automation more effectively while improving reliability and reducing downtime through self-healing processes.
At the same time, generative AI has become a foundational component of automation strategies across the U.S. Instead of deploying GenAI as standalone tools, companies are embedding it directly into automation platforms. Consequently, organizations are using GenAI for document processing, summarization, and knowledge management while rolling out copilots to support employees in functions such as human resources, finance, legal, and customer service. For privacy-sensitive and regulated use cases, organizations are increasingly adopting smaller, fine-tuned language models tailored to specific domains, allowing them to balance innovation with data security and compliance.
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In parallel, automation architectures are evolving into modular, AI-first platforms designed to deliver clear business outcomes. Enterprises are modernizing legacy automation assets, adopting automation-as-a-service models, and shifting focus from automation volume to measurable results. Observability and AIOps are also gaining importance, as standardized telemetry data enables predictive analytics, faster root-cause analysis, and automated remediation across IT and operational environments.
“Leading organizations in the U.S. are aligning automation investments with business strategy, governance and experience goals,” said Ashwin Gaidhani, lead author of the report. “By focusing on outcomes, they can scale automation responsibly while delivering tangible value.”
Beyond these developments, the report highlights additional trends shaping intelligent automation in the U.S., including growing standardization around the Open Telemetry framework and increased demand for sovereign cloud deployments and client-owned infrastructure to maintain data control.
The study evaluates 39 providers across three quadrants: Intelligent Enterprise Automation, Artificial Intelligence for IT Operations (AIOps), and Next-Gen Automation. Accenture, Capgemini, Cognizant, HCLTech, Infosys, LTIMindtree, TCS, Tech Mahindra, and Wipro emerge as Leaders across all three areas. Meanwhile, Coforge earns recognition as a Rising Star in three quadrants, and LTIMindtree secures the global ISG CX Star Performer 2025 title for customer experience excellence.
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