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U.S. enterprises are leading globally in the strategic adoption of intelligent automation, integrating autonomous AI agents into core business workflows to enhance resilience, achieve cost savings, reduce risks, and improve employee and customer experiences. According to the 2025 ISG Provider Lens® Intelligent Automation Services report for the U.S., organizations are shifting from task-based automation to agentic, multiagent AI systems capable of contextual decision-making, exception handling, and end-to-end process orchestration.
“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.”
The transition addresses pressures from complex digital operations, talent shortages, economic uncertainty, and elevated customer expectations. By moving to coordinated multiagent systems, enterprises scale automation reliably across functions and systems while prioritizing measurable business outcomes over automation volume.
Generative AI’s integration balances innovation with compliance, particularly through smaller, fine-tuned models for privacy-sensitive and regulated industries. Automation platforms now emphasize observability, standardized telemetry for faster root-cause analysis, and automated remediation in IT and operational settings.
“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.”
The report highlights additional trends such as growing adoption of sovereign cloud deployments for data sovereignty and the increasing role of AIOps in maintaining performance amid uncertainty.
The 2025 ISG Provider Lens® Intelligent Automation Services report for the U.S. assesses 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 are recognized as Leaders in all three quadrants. EXL, Hexaware, Persistent Systems, and WNS-Vuram are Leaders in two quadrants each, while Deloitte, DXC Technology, and Microland are Leaders in one. Coforge is named a Rising Star in three quadrants, with Atos, Birlasoft, and Persistent Systems as Rising Stars in one each. LTIMindtree is the 2025 global ISG CX Star Performer for intelligent automation services based on highest customer satisfaction scores.
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 Europe, as well as in the U.S., Canada, Mexico, Brazil, the U.K., France, Benelux, Germany, Switzerland, the Nordics, Australia and Singapore/Malaysia, with additional markets to be added in the future.
About ISG
ISG is a global AI-centered technology research and advisory firm. A trusted partner to more than 900 clients, including 75 of the world’s top 100 enterprises, ISG is a long-time leader in technology and business services that is now at the forefront of leveraging AI to help organizations achieve operational excellence and faster growth. The firm, founded in 2006, is known for its proprietary market data, in-depth knowledge of provider ecosystems, and the expertise of its 1,600 professionals worldwide working together to help clients maximize the value of their technology investments.
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