By Lizziere Mantuano
Artificial intelligence is ceasing to be merely a support tool and is assuming strategic roles within organizations. Today, autonomous AI agents are already making real-time decisions, influencing everything from industrial production to customer relations, and the impact of this goes far beyond operational efficiency.
According to a Gartner survey conducted in January 2025 with 3,412 webinar participants, 191% of organizations have already made significant investments in AI agents, while 42% have adopted more conservative approaches. A further 8% have not yet invested, and 31% remain in wait-and-see mode, demonstrating a clear sign that the market is still maturing in its understanding of the potential and risks of this technology.
In Brazil, the movement is also gaining momentum. According to the Semiannual Innovation Survey (Pintec) released this year, the number of industrial companies using AI more than doubled in two years, going from 1,619 in 2022 to 4,261 in 2024, a jump of 163%.
In the service sector, the progress is proceeding at the same pace. Salesforce, in its State of Service 2025 report, shows that AI is expected to resolve 50% of all customer service interactions by 2027, compared to the current 30%, representing a transformation that redefines the concept of customer experience.
From automation to organizational intelligence.
For years, AI was synonymous with automating repetitive tasks. Now, it's evolving to a level of adaptive autonomy, capable of learning from patterns, making decisions based on data, and acting independently within limits defined by the company.
On a production line, for example, AI agents can adjust machine parameters in real time, anticipating failures and preventing waste. In retail, they redefine prices and inventory according to demand and consumer behavior. And in the financial sector, they identify fraud and anomalies even before the customer notices anything wrong.
A concrete example was the project developed by Engineering Brasil, in partnership with Google and Uisa. The challenge was to improve pest management in the Nova Olímpia (MT) crop fields, which was manual and prone to errors. Through computer vision and AI agents, the solution began to automatically identify and quantify the insects captured in the traps, allowing for agile and data-driven decisions.
This case study demonstrated how the strategic use of AI goes far beyond automation: it's about intelligence applied to business, capable of transforming traditional sectors and generating productivity gains, reduced time, and the possibility of expanding the model to other segments, such as poultry farming, pig farming, and cattle ranching.
Human action in the age of autonomous decisions
The advancement of AI agents also raises an essential question: what is the new role of humans within intelligent organizations?
The answer lies in governance and strategic oversight. AI doesn't eliminate the role of the professional, but rather elevates their level of performance. Leaders and teams shift their focus from operational tasks to directing the purpose and limits of autonomous intelligence.
This transition requires a cultural shift, with trust in automated decisions without sacrificing transparency and accountability. The combination of machines that learn and humans that interpret is what makes the use of AI truly transformative.
Ethics, control, and trust.
With greater decision-making power, new ethical and security dilemmas also arise. This is where the concept of responsible AI comes in, which can be translated into a set of practices that includes algorithm transparency, data governance, and continuous monitoring of automated decisions.
Digitally mature companies already have AI ethics committees and governance protocols in place, ensuring that technology supports, and does not replace, human judgment.
The competitive advantage of the future
Companies that treat AI agents as just another technological trend risk getting stuck in automation. Those that use them as applied organizational intelligence, connecting technology, data, and strategy, will be the ones to lead the next leap in productivity and innovation.
Successfully implementing AI is more than just integrating systems: it's about redefining how you think, decide, and act within the company. The secret lies in starting small, measuring results, continuously adjusting, and involving people who are prepared to work alongside the technology.
And what comes next?
We are facing a new frontier in digital transformation. In the coming years, we will see companies where operational and strategic decisions will be made in a hybrid way between humans and machines, in real time.
Leaders who know how to balance autonomy and supervision, innovation and responsibility, will be the protagonists of this new era.
The question, therefore, should no longer be whether AI agents will be part of your business, but how to use them to generate real, ethical, and competitive value.
Lizziere Mantuano. With over 37 years dedicated to building strong relationships and driving technological evolution in Brazilian companies, Lizziere Mantuano serves as Executive Head of Industry & Services at Engineering Brasil. Leading the Commercial and Delivery areas, she spearheads transformative projects in the Agro, Metal & Mining, Automotive, Tax, and Data/API sectors. Her career includes leading strategic initiatives in Data, Artificial Intelligence, Industry 4.0, Digital Solutions, and Cloud, impacting sectors such as Oil & Gas, Financial Services, Telecommunications, Healthcare, and Insurance. Recognized for her ability to lead teams and drive innovation, Lizziere has established herself as one of the leading figures in digital transformation and business evolution in Brazil.
Notice: The opinion presented in this article is the responsibility of its author and not of ABES - Brazilian Association of Software Companies
