Traditional application managed services (AMS) are falling behind. Many AMS models still rely on reactive, ticket-based support, driven by manual processes and resource-heavy delivery. This results in slow resolutions, poor user experiences, and missed opportunities for innovation. This article explores how PwC’s Application Evolution Services (AES), powered by agentic AI, are redefining the potential of application services.
AI agents are making a significant impact today. From autonomously creating prioritized DevOps user stories based on real-time monitoring to smart chatbots that coordinate agents to resolve issues without human intervention, this article showcases real-world examples of how digital agents are transforming IT operations, customer support, and workflow management.
Deploying AI agents effectively requires more than just technology — it demands strategy, data quality, and human oversight. The article provides a practical plan for integrating agentic AI across applications, including building a unified knowledge base, implementing feedback loops for continuous improvement, and designing the right “human-in-the-loop” controls to manage the increased autonomy that agentic AI offers.