AI agents are performing roughly 1 in 3 actions in enterprise IT workflows (but that share is rising quickly), while human analysts are rejecting about one-quarter of AI-proposed actions (but that rate is falling), according to a new study of tens of thousands of human-AI interactions. Operational data, rather than underlying AI infrastructures, is often the culprit when things go wrong.
Human analysts are approving the most consequential actions, managing exceptions, and supervising and shaping agentic systems, while AI agents are carrying out routine tasks and executions, automation platform provider Fixify found in the study.
“That may sound less dramatic than replacing the help desk,” Matt Peters, Fixify’s co-founder and CEO, wrote in a blog post. “It’s also a much more credible path to changing how IT work gets done.”
Building scaffolding
Fixify identified four steps of agentic work: Planning, proposing, approving or declining, then acting on approved steps.
