VENDORiQ: Industrial AI Agents – The Battle for Enterprise Workflow Automation Intensifies

Why It’s Important

The simultaneous moves by ServiceNow and Salesforce demonstrate the accelerating shift in enterprise software, where industrial AI agents are being embedded directly into core platforms rather than existing as standalone solutions. This validates IBRS’s prediction about the diminishing relevance of bespoke AI solutions.

ServiceNow’s positioning as an ‘AI agent control tower’ addresses the critical challenges of data fragmentation and governance, while Salesforce’s focus on ‘proactive, autonomous agents’ aims to minimise human intervention in routine tasks. The key distinction lies in their approaches: ServiceNow emphasises orchestration and governance through preconfigured agents, while Salesforce prioritises proactive automation through background processes.

Integrating these AI agents into core platforms represents a strategic advantage for enterprises, as it eliminates the need for complex integration projects and reduces the implementation risks of AI projects, which have a notoriously high rate of failure. Both vendors are moving towards low-code automation platforms, making AI agent deployment more accessible to business users.

This development marks a new battleground in enterprise software, where the focus shifts from customer-facing AI to background process automation. The emphasis on preconfigured agents and immediate productivity suggests a maturing market where practical implementation precedes experimental AI applications.

Who’s Impacted

• CTO/CIO: Review the current automation strategy to identify opportunities for embedding industrial AI agents within existing workflows. Evaluate different vendors’ approaches against your organisation’s needs.
• Enterprise architects: Assess the impact of industrial AI agents on your technology stack and data architecture. Plan for increased data integration requirements.
• Operations leaders: Prepare for workflow transformations as AI agents take on more background processes. Consider change management implications.
• Data governance teams: Evaluate the enhanced data connectivity features and prepare governance frameworks for AI agent operations.
• Development teams: Familiarise yourselves with new AI agent development tools and APIs. Consider upskilling requirements for AI agent customisation.
• HR leaders: Plan for workforce transformation as AI agents reduce routine tasks. Identify new skill requirements and training needs.

What’s Next

• Conduct a workflow audit to identify processes suitable for AI agent automation, focusing on areas where preconfigured agents can deliver immediate value.
• Establish governance frameworks for AI agent deployment, including data quality standards, performance metrics, and security protocols.
• Implement and embrace a continual innovation culture that addresses both technical implementation and workforce transformation aspects of industrial AI agent adoption.

Related Advisory

• VendorIQ: Salesforce’s Embedded Industrial AI Agents – The Silent Revolution in Enterprise Workflow Automation