Why AI Agents Are the Next Big Thing for Your Business

Artificial Intelligence is moving into a new era, one defined by AI agents.

According to Gartner, AI agents are autonomous or semi-autonomous software entities that use AI techniques to perceive their environment, make decisions, take actions, and achieve goals. Unlike traditional automation tools that simply execute commands, AI agents can sense what’s happening, decide how to respond, and act independently to support business outcomes.

For organisations in IT, digital workflow, and managed print services, like us at Workflo Solutions, this represents a major shift. Businesses are no longer just automating repetitive tasks; they’re now building systems that think and adapt.

Understanding AI Agents 

In straightforward terms, AI agents are software systems capable of performing tasks intelligently and autonomously. While a typical chatbot waits for user input, an AI agent can observe system behaviour, identify patterns, and take proactive action, such as detecting a potential issue, deciding the best solution, and either acting or escalating accordingly.

Gartner identifies six types of AI agents: reflex, goal-based, learning-based, utility-based, hierarchical, and collaborative. Many modern agents are LLM-based (powered by large language models), which gives them reasoning, planning, and problem-solving capabilities.

These agents are already being integrated into enterprise systems for customer service, IT operations, cybersecurity, and document workflows. In fact, Gartner predicts that by 2028, one-third of enterprise software applications will include agentic AI, compared to less than 1% in 2024.

Why AI Agents Matter Right Now

1. Digital Transformation and Enterprise AI

The demand for faster decisions, reduced costs, and agile operations is pushing businesses toward intelligent automation. AI agents bring a new level of autonomy to software, systems that act, not just react.

2. Automation Meets Intelligence

Traditional automation works on set rules “if this, then that.” AI agents take this further with contextual awareness, learning, and adaptability.

For example, in managed print and document management, an AI agent could:

• Monitor toner usage and predict when devices will run low.
• Automatically order supplies and schedule maintenance.
• Detect unusual usage patterns and alert support teams.

This kind of intelligent automation improves uptime, reduces waste, and enhances customer experience.

3. Risk and Opportunity

Many agentic AI projects may struggle without clear governance or measurable value. In fact, up to 40% of such projects could be cancelled by 2027 due to unclear ROI or weak oversight.

Success depends on the right use case, strong data governance, and ongoing performance monitoring. AI agents should enhance existing processes, not replace them blindly.

How to Get Started with AI Agents

Step 1 – Select the Right Use Case
Start small. Identify a workflow where intelligent automation can add clear value. For example, document routing, IT service desk tasks, or print lifecycle management.

Step 2 – Map the Workflow
Understand how your process currently works: who is involved, what data is used, and where delays occur.

Step 3 – Choose the Right Agent Architecture
Decide what kind of agent suits your need; reflex, goal-based, or LLM-driven. Each serves different business purposes.

Step 4 – Set Governance and Guardrails
Define decision boundaries, escalation paths, and compliance measures. This ensures accountability and transparency.

Step 5 – Monitor, Measure, Adapt
Track metrics like accuracy, cost savings, and adoption. Because AI agents learn continuously, performance management is critical.

Step 6 – Scale Strategically
Once you see proven success, extend the model across departments or workflows, gradually building a multi-agent ecosystem.

What This Means for Managed Print and Document Workflows

AI agents have clear applications for providers like Workflo Solutions, who deliver Managed Print Services, IT Infrastructure Support, and Document Management.

Here’s how they can make an impact:

• Predictive Maintenance: Monitoring device performance and triggering service calls automatically.
• Smart Document Routing: Analysing, classifying, and archiving files based on context and rules.
• Print Cost Optimisation: Tracking usage and recommending cost-efficient device deployment or digital alternatives.
• Proactive IT Support: Detecting incident patterns early and resolving them before disruption occurs.
• Workflow Assistance: Streamlining approvals, notifications, and compliance checks automatically.

This evolution shifts businesses from reactive service delivery to intelligent, self-optimising systems, a powerful competitive advantage.

Practical Business Impact

For many organisations, AI agents represent a bridge between automation and intelligence. They can:

• Cut operational costs through efficiency gains.
• Strengthen cybersecurity through proactive detection.
• Improve service quality and customer satisfaction.
• Free up staff for higher-value, creative work.

But adopting AI agents isn’t just about the technology, it’s about process redesign, governance, and cultural readiness. Businesses that invest early and strategically will be the ones leading the market in the next five years.

Our Perspective

At Workflo Solutions, our mission has always been to simplify how businesses work through smart, scalable technology. The rise of agentic AI aligns perfectly with this goal, from intelligent document management and print optimisation to cloud automation and IT infrastructure management. We see AI agents not as replacements for people, but as enablers of better decisions, stronger security, and faster, smarter operations.

Join Us at DIGIT Expo Edinburgh

To explore this topic further, we will be hosting a panel discussion at DIGIT Expo Edinburgh on 27th November, titled:

“The Skills Shift: Preparing Workforces for Agentic AI and Co-Pilots.”

Our panel will feature experts discussing how AI, automation, and security are redefining modern business operations and how organisations can prepare their teams for this change.

We invite you to join us at the event to gain practical insights, ask questions, and discover how intelligent automation can enhance your organisation’s performance.