Hyperautomation is a business strategy that combines technologies to automate business processes with the goal of end-to-end automation. AI is just one of a few of these technologies used in tandem with others (like machine learning and robotic process automation) to boost proficiency and streamline your business in hyperautomation.

Among agentic AI trends in 2025, is taking hyperautomation a step further through the integration of AI agent capabilities. Agentic AI enables hyperautomation systems to make more informed and adaptable autonomous decisions. This collaboration also allows companies to extend automation beyond simple and repetitive tasks to include more complex choices that require critical thinking.

Examples of how agentic AI enhances hyperautomation include:

• Improved decision-making: Instead of simply following predefined rules, agentic AI systems implement learnings and critical thinking to make crucial and informed decisions to adapt on the spot.
• Automated tasks: Agentic AI goes beyond completing assigned tasks to assemble, plan, and deliver tasks while interacting with multiple systems and reacting to real-time changes.
• Increased collaboration and learning capabilities: AI agents can collaborate with humans and other AI agents, allowing more opportunities for knowledge transfer and adaptive behavior as a result of new learnings.

Implementing hyperautomation supported by agentic AI will allow your business to experience even greater efficiencies, agility, and results.

Enhanced decision-making is a core trait of newly evolved AI models like agentic AI and popular AI trends. What started with predicting trends and then transformed into content-focused generative AI has further developed with the emergence of agentic AI and its ability to take action based on informed decisions.

In this third wave of AI, autonomous decision-making powered by a combination of agentic AI systems and AI-powered decision intelligence will be paramount. While seemingly the same, these two concepts are complementary, as agentic AI enables AI-powered decision intelligence to make efficient and informed choices.

With its ability to instantaneously issue informed feedback, agentic AI is an especially helpful tool for company HR departments. More than one-half of workers say they trust AI more than a human HR professional, and over 64% say they find AI-generated performance goals to be useful, according to our AI in the employee journey survey. These statistics demonstrate the favor employees show to the technology and their belief in agentic AI’s ability to accommodate their needs.

Agentive AI is useful in tailoring a personalized employee experience in the following areas:

• Onboarding: Autonomous AI agents can guide new hires through the onboarding process with a custom plan based on their skills and knowledge level, answer questions, share important information, and complete administrative tasks, including setting up relevant accounts and enrolling new hires in benefits.
• Learning and development: AI agents will analyze individual performance to identify skill gaps and recommend training and resources to employees—helping them grow in their desired career path.
• HR processes: AI agents automate routine tasks in self-service centers so employees can receive rapid responses to time-off requests, benefit questions, performance queries, and more. 
• Tech Support: AI agents can identify and resolve issues before they become large-scale problems, act on employee IT requests, and troubleshoot technical problems.
• Performance management: AI agents can provide real-time personalized feedback based on historical performance data and provide each employee with personal goals to grow in their career.
• Creating community: AI agents can recommend internal and external groups, connections, mentor opportunities, and events based on an individual employee’s goals to encourage knowledge transfer.

By connecting agentic AI to develop personalized employee experiences, companies will keep their employees engaged and ensure they’re constantly supported. AI agents also help HR representatives with the deflection of requests and to alleviate their work.

The competition to gain and retain customer loyalty is as fierce as it’s ever been. With so many options available, it’s imperative to stand out with exceptional customer experience (CX) and service interactions—and AI agents are here to help.

Our ​​AI CX interaction survey found that customers value availability and speed when interacting with AI agents for customer service needs—with the features that deliver the most value being 24/7 availability (46.76%) and rapid response time (23.23%).

The agentic shift means improvements and meeting customer needs when it comes to using AI in customer service. AI agents can exhibit the traits, characteristics, and skills of high-performing human customer service agents to return favorable interactions. These include the above-mentioned availability and fast response, in addition to other customer service essentials like personalized recommendations, satisfactory and efficient resolution of issues, multi-channel support, and empathetic communications.

With these enhanced customer interactions brought to companies by AI agents, customer service representatives can oversee more cases and leverage AI agents to handle some interactions — with this, your business can see increased customer satisfaction, loyalty, and returns.

AI business trends showcase the power of technology’s influence in creating better plans and processes. While influencing a company’s direct business model is important, using AI to impact the larger world can lead to groundbreaking discoveries. For example, businesses can wield agentic AI as a powerful tool to optimize and adjust their sustainability efforts.

This includes:

• Resource management: Agentic AI will analyze a company’s real-time data on energy consumption, water use, and waste generation and take action to optimize processes to ensure they’re operating sustainably and meeting pre-set regulations.
• Sourcing supply chains: Agentic AI will source, route, schedule, and forecast a company or industry supply chain to ensure they are operating as sustainably as possible.
• Product lifecycle management: Agentic AI will research and improve product design and lifecycle information to ensure they’re developed to be sustainable and fit within a circular economy.

• Monitoring and reporting: Agentic AI will provide companies with real-time information on the latest environmental conditions that can affect business, allowing proactive steps to be taken to minimize losses.

By using AI agents, businesses can optimize their sustainability efforts to reduce their carbon footprint and ensure compliance with the latest regulations.

The democratization of AI refers to making AI technologies more widely accessible, user-friendly, and beneficial to as many people and organizations as possible, regardless of their level of knowledge or available resources.

Agentic AI specifically will influence the wider democratization of AI through ease of use. Pre-built AI agent examples enable individuals to learn how to work with the technology and harness its power to improve a variety of processes. This exposure will also naturally debunk some ​​AI myths that can make some people wary of adopting the technology.

Perhaps the most exciting outcome of agentic AI’s influence on further democratizing AI is the innovation still to come. By making AI agents accessible to everyone and encouraging collaboration, we are fostering a landscape of innovation that will lead to new creative applications for the technology across all industries.

While agentic AI operates autonomously with little human oversight, there are still important ethical considerations companies should plan for to ensure a responsible approach to AI development and deployment.

Past AI iterations execute their role based on pre-set rules and guidelines, allowing room for bias. With agentic AI’s ability to make informed decisions instead of just following rules, it becomes imperative to train AI agents on a diverse set of rules. This is especially true for maintaining the ethics of AI in CX so customers are all experiencing the same level of service.

Key considerations to ensure the ethical and responsible deployment of agentic AI are:

• Designing AI agents to meet human needs
• Creating transparent and easily explainable AI systems
• Training AI agents on diverse sources to avoid bias
• Ensuring user privacy and data are protected
• Setting up guardrails for AI to ensure security, safety and privacy
• Having clear accountability lines for all AI agent decisions and actions

AI poses both risk and reward when it comes to bias and equity. Harnessing agentic AI's capabilities while being aware of and mitigating the risks can lead to positive momentum for equity and the progression of AI.

Learning the latest agentic AI trends will help business leaders and decision-makers envision how the technology can help companies grow, boost productivity, and increase customer satisfaction. Still, sustainable and scalable implementation is challenging even with all the potential AI agents bring. The only way to leverage AI Agents across an organization and have end-to-end AI business transformation is with one platform. A single system of action that can act as a central location to manage and govern your AI Agents with advanced analytics, governance, and trust.

Only ServiceNow unites AI Agents, data, and workflows on a single, scalable platform — ensuring trust, efficiency, and seamless integration. ServiceNow’s AI agents already deliver value to customers in every corner of their business.

Contatti us today to learn more about our AI platform for business transformation or schedule a demo of our ServiceNow AI agents.