Intelligent Automation Brings Enhanced Efficiency to European Enterprises, ISG Study Finds
Information Services Group (ISG) has released a new report highlighting the growing impact of generative AI (GenAI) and intelligent automation in European enterprises. The study reveals that GenAI and agentic process automation are driving demand for responsible AI frameworks, particularly in automotive, healthcare, finance, and retail sectors.
Organizations are moving towards comprehensive automation solutions, with service providers integrating GenAI capabilities into automation use cases. However, European enterprises are taking a more cautious approach compared to North America due to strict regulations like the EU AI Act and GDPR. The emergence of agentic AI is enabling advanced applications in customer service, employee onboarding, and supply chain management.
The report evaluates 39 providers across 3 quadrants, with Accenture, Capgemini, Tietoevry Tech Services, T-Systems, and Wipro named as Leaders in three quadrants. Persistent Systems was recognized as the global ISG CX Star Performer for 2024.
Information Services Group (ISG) ha pubblicato un nuovo rapporto che evidenzia l'impatto crescente dell'IA generativa (GenAI) e dell'automazione intelligente nelle imprese europee. Lo studio rivela che GenAI e l'automazione dei processi agentici stanno aumentando la domanda di framework di IA responsabile, in particolare nei settori automobilistico, sanitario, finanziario e al dettaglio.
Le organizzazioni stanno passando a soluzioni di automazione complete, con i fornitori di servizi che integrano le capacità di GenAI nei casi d'uso dell'automazione. Tuttavia, le imprese europee stanno adottando un approccio più cauto rispetto al Nord America a causa di normative rigorose come l'AI Act dell'UE e il GDPR. L'emergere dell'IA agentica sta abilitando applicazioni avanzate nel servizio clienti, nell'inserimento dei dipendenti e nella gestione della catena di approvvigionamento.
Il rapporto valuta 39 fornitori in 3 quadranti, con Accenture, Capgemini, Tietoevry Tech Services, T-Systems e Wipro identificati come Leader in tre quadranti. Persistent Systems è stata riconosciuta come la Star Performer globale di ISG CX per il 2024.
Information Services Group (ISG) ha publicado un nuevo informe que destaca el creciente impacto de la IA generativa (GenAI) y la automatización inteligente en las empresas europeas. El estudio revela que GenAI y la automatización de procesos agentivos están impulsando la demanda de marcos de IA responsables, especialmente en los sectores automotriz, salud, finanzas y comercio minorista.
Las organizaciones están avanzando hacia soluciones de automatización integrales, con proveedores de servicios que integran capacidades de GenAI en los casos de uso de automatización. Sin embargo, las empresas europeas están adoptando un enfoque más cauteloso en comparación con América del Norte debido a regulaciones estrictas como la Ley de IA de la UE y el GDPR. La aparición de la IA agentiva está permitiendo aplicaciones avanzadas en servicio al cliente, incorporación de empleados y gestión de la cadena de suministro.
El informe evalúa a 39 proveedores en 3 cuadrantes, con Accenture, Capgemini, Tietoevry Tech Services, T-Systems y Wipro nombrados como Líderes en tres cuadrantes. Persistent Systems fue reconocida como la Star Performer global de ISG CX para 2024.
정보 서비스 그룹 (ISG)는 유럽 기업에서 생성적 AI (GenAI)와 지능형 자동화의 증가하는 영향을 강조하는 새로운 보고서를 발표했습니다. 이 연구는 GenAI 및 에이전틱 프로세스 자동화가 자동차, 의료, 금융 및 소매 분야에서 책임 있는 AI 프레임워크에 대한 수요를 주도하고 있음을 보여줍니다.
조직은 서비스 제공업체가 자동화 사용 사례에 GenAI 기능을 통합하면서 포괄적인 자동화 솔루션으로 나아가고 있습니다. 그러나 유럽 기업들은 EU AI 법과 GDPR과 같은 엄격한 규제 때문에 북미에 비해 더 신중한 접근을 취하고 있습니다. 에이전틱 AI의 출현은 고객 서비스, 직원 온보딩 및 공급망 관리에서 고급 애플리케이션을 가능하게 하고 있습니다.
이 보고서는 3개 구역에서 39개의 제공자를 평가하며, Accenture, Capgemini, Tietoevry Tech Services, T-Systems 및 Wipro가 세 개 구역에서 리더로 선정되었습니다. Persistent Systems는 2024년 ISG CX 스타 퍼포머로 인정받았습니다.
Information Services Group (ISG) a publié un nouveau rapport mettant en avant l'impact croissant de l'IA générative (GenAI) et de l'automatisation intelligente dans les entreprises européennes. L'étude révèle que GenAI et l'automatisation des processus agentiques alimentent la demande de cadres d'IA responsables, en particulier dans les secteurs de l'automobile, de la santé, de la finance et du commerce de détail.
Les organisations s'orientent vers des solutions d'automatisation complètes, les fournisseurs de services intégrant les capacités de GenAI dans des cas d'utilisation automatisés. Cependant, les entreprises européennes adoptent une approche plus prudente par rapport à l'Amérique du Nord en raison de réglementations strictes telles que la loi sur l'IA de l'UE et le RGPD. L'émergence de l'IA agentique permet des applications avancées dans le service client, l'intégration des employés et la gestion de la chaîne d'approvisionnement.
Le rapport évalue 39 fournisseurs à travers 3 quadrants, avec Accenture, Capgemini, Tietoevry Tech Services, T-Systems et Wipro désignés comme Leaders dans trois quadrants. Persistent Systems a été reconnue comme la Star Performer mondiale ISG CX pour 2024.
Information Services Group (ISG) hat einen neuen Bericht veröffentlicht, der die wachsende Bedeutung von generativer KI (GenAI) und intelligenter Automatisierung in europäischen Unternehmen hervorhebt. Die Studie zeigt, dass GenAI und agentische Prozessautomatisierung die Nachfrage nach verantwortungsvollen KI-Rahmenwerken antreiben, insbesondere in den Bereichen Automobil, Gesundheitswesen, Finanzen und Einzelhandel.
Organisationen bewegen sich in Richtung umfassender Automatisierungslösungen, wobei Dienstleister GenAI-Funktionen in Anwendungsfälle der Automatisierung integrieren. Europäische Unternehmen gehen jedoch aufgrund strenger Vorschriften wie dem EU AI Act und der DSGVO vorsichtiger vor als in Nordamerika. Das Aufkommen von agentischer KI ermöglicht fortschrittliche Anwendungen im Kundenservice, für die Einarbeitung von Mitarbeitern und im Lieferkettenmanagement.
Der Bericht bewertet 39 Anbieter in 3 Quadranten, wobei Accenture, Capgemini, Tietoevry Tech Services, T-Systems und Wipro als Leader in drei Quadranten bezeichnet werden. Persistent Systems wurde als globaler ISG CX Star Performer für 2024 ausgezeichnet.
- Growing demand for intelligent automation services in key European industries
- Service providers successfully integrating GenAI capabilities into automation solutions
- Development of industry-specific models and in-house LLM capabilities
- Implementation and scalability challenges with GenAI integration
- Skills shortages affecting both enterprises and automation providers
- Strict regulatory constraints limiting automation adoption compared to North America
Insights
The latest ISG Provider Lens™ report reveals significant market dynamics that position ISG (III) favorably in the rapidly evolving intelligent automation landscape. The company's strategic focus on GenAI consulting and implementation services aligns perfectly with the identified market trends, particularly in Europe where regulatory compliance is paramount.
Several key factors make this development particularly noteworthy for investors:
- The shift from fragmented to comprehensive automation solutions represents a higher-value consulting opportunity for ISG, potentially driving larger contract values and recurring revenue streams.
- Europe's stringent regulatory environment (EU AI Act, GDPR) creates a complex landscape that benefits established advisory firms like ISG, as enterprises require expert guidance for compliance-aware implementation.
- The emergence of industry-specific solutions in key sectors (automotive, healthcare, finance, retail) suggests expanding market opportunities and potential for specialized service offerings.
- ISG's positioning as both a research firm and advisory service provider creates a unique competitive advantage, as they can leverage market insights to guide implementation strategies.
However, investors should consider certain market dynamics:
- The identified skills shortage could impact service delivery capabilities and project scalability
- Europe's more conservative approach to GenAI adoption might result in longer sales cycles compared to North American markets
- The competitive landscape remains intense, with 39 providers evaluated in the report, including major global players
The report's findings suggest a robust market opportunity, particularly as enterprises seek guidance in navigating complex automation implementations while maintaining regulatory compliance. ISG's dual role as both market analyst and service provider positions them uniquely to capitalize on this trend.
ISG Provider Lens™ report says demand for GenAI and responsible AI frameworks is driving intelligent automation growth
The 2024 ISG Provider Lens™ Intelligent Automation Services for
“GenAI has the potential to revolutionize intelligent automation, enabling organizations to analyze vast datasets and enhance their operational efficiencies,” said Steve Hall, Chief AI Officer, ISG. “Service providers are infusing GenAI capabilities into automation use cases, significantly accelerating innovation.”
Enterprise adoption of GenAI is being driven by improved in-house LLM capabilities and industry-specific models, while automation providers are leveraging in-depth industry knowledge to create accelerators, use case libraries, templates and workshops for rapid prototyping, ISG says.
“The demand for intelligent automation services in
Organizations 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 alignment with automation maturity, the report says.
European enterprises are taking a more risk-averse stance to GenAI in intelligent automation than organizations in
The report says 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
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.
The 2024 ISG Provider Lens™ Intelligent Automation Services report for
The report names Accenture, Capgemini, Tietoevry Tech Services, T-Systems and Wipro as Leaders in three quadrants each. Cognizant, HCLTech, Hexaware, TCS and WNS-Vuram are Leaders in two quadrants each. DXC Technology, Eviden (Atos Group), EXL, Genpact, Infosys and Tech Mahindra are Leaders in one quadrant each.
In addition, Tech Mahindra is named as a Rising Star — a company with a “promising portfolio” and “high future potential” by ISG’s definition — in one quadrant.
In the area of customer experience, Persistent Systems is named the global ISG CX Star Performer for 2024 among intelligent automation service providers. Persistent Systems earned the highest customer satisfaction scores in ISG's Voice of the Customer survey, part of the ISG Star of Excellence™ program, the premier quality recognition for the technology and business services industry.
Customized versions of the report are available from Tietoevry, T-Systems and WNS.
The 2024 ISG Provider Lens™ Intelligent Automation Services report for
About ISG Provider Lens™ Research
The ISG Provider Lens™ Quadrant research series is the only service provider evaluation of its kind to combine empirical, data-driven research and market analysis with the real-world experience and observations of ISG's global advisory team. Enterprises will find a wealth of detailed data and market analysis to help guide their selection of appropriate sourcing partners, while ISG advisors use the reports to validate their own market knowledge and make recommendations to ISG's enterprise clients. The research currently covers providers offering their services globally, across
About ISG
ISG (Information Services Group) (Nasdaq: III) is a leading global technology research and advisory firm. A trusted business partner to more than 900 clients, including more than 75 of the world’s top 100 enterprises, ISG is committed to helping corporations, public sector organizations, and service and technology providers achieve operational excellence and faster growth. The firm specializes in digital transformation services, including AI, cloud and data analytics; sourcing advisory; managed governance and risk services; network carrier services; strategy and operations design; change management; market intelligence and technology research and analysis. Founded in 2006, and based in
View source version on businesswire.com: https://www.businesswire.com/news/home/20250130038318/en/
Press Contacts:
Will Thoretz, ISG
+1 203 517 3119
will.thoretz@isg-one.com
Philipp Jaensch, ISG
+49 151 730 365 76
philipp.jaensch@isg-one.com
Source: Information Services Group, Inc.
FAQ
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