AI Agent Era: The IT Service Industry’s Survival Competition

AI Agents Emerge as Proactive Work Partners,Ushering in Next Era of Intelligent Services

The future of artificial intelligence is shifting from reactive assistance to proactive partnership,with AI agents poised to revolutionize how businesses operate. These next-generation AI services are designed not just to respond to user queries, but to actively analyze vast datasets adn make informed decisions, effectively becoming intelligent work partners.

This evolution was recently showcased at the Sales Force world Tour Korea 2025 event held at COEX.Hyundai Auto Ever, a key player in the ICT industry, unveiled its latest AI agent technology, demonstrating a significant leap forward in AI capabilities. A prime example of this innovation is the AI-powered test drive reservation function.This feature allows customers to schedule test drives without the need for direct contact or a visit to a car dealership.

Distinguishing itself from conventional chatbots, which typically provide pre-defined answers, AI agents are characterized by their ability to engage in natural conversations, offer recommendations, and summarize data. This allows for a more dynamic and personalized user experience. Hyundai auto Ever plans to leverage this advanced AI agent technology across various business sectors, commencing with extensive demonstrations following its recent exhibition.

Samsung SDS is also embracing this transformative trend, planning to integrate AI agents across its generative AI product portfolio.At a recent media day event, Lee Jun-hee announced the forthcoming introduction of intelligent AI agent services for key products like the AI platform Fabrics, Britito Pilot, and Briti Automation.

For instance, the generative AI Fabrics, which currently assists employees by producing results based on user requests, will be enhanced by AI agents. this integration will empower the system to make independent decisions and resolve issues without direct user intervention. Samsung SDS is set to roll out a “personal agent” function for Briti Copilot in September, followed by the addition of an “Agent Bot” to Briti Automation in October, which will streamline automation design processes through conversational AI.

Simultaneously occurring, LG CNS is actively collaborating with Canadian unicorn company Coher to co-develop customized AI agent services, further underscoring the industry-wide push towards more sophisticated and autonomous AI solutions.

What are the primary ways AI agents are expected to disrupt the IT service industry?

The Shifting Landscape of IT Services

The IT service industry is bracing for a seismic shift.We’re no longer talking about if AI agents will disrupt the sector, but how quickly and how profoundly. This isn’t simply about automation of repetitive tasks; it’s about smart systems capable of handling complex problem-solving, proactive maintenance, and even strategic IT planning. The competition to survive – and thrive – in this new era is already underway. Key terms driving this change include AI-powered IT services,intelligent automation,digital transformation,and IT service management (ITSM).

Understanding the Rise of AI Agents

AI agents, powered by advancements in machine learning (ML), natural language processing (NLP), and increasingly, tools like DeepSeek’s “deep thinking” capabilities, are moving beyond basic chatbots. They are becoming complex virtual assistants capable of:

Automated Incident Resolution: Diagnosing and resolving common IT issues without human intervention.

Proactive problem Detection: Identifying potential problems before they impact users, leveraging predictive analytics.

Self-Healing Infrastructure: Automatically correcting configuration errors and optimizing system performance.

personalized User Support: Providing tailored assistance based on individual user needs and behavior.

Complex Task Orchestration: Managing multi-step processes across various IT systems.

This represents a move from reactive IT support to proactive IT management, a critical differentiator in the coming years.

The Competitive Threats to Traditional IT Service Providers

Traditional IT service models, heavily reliant on manual labor and reactive support, are facing significant threats. Here’s a breakdown of the key challenges:

Cost Pressure: AI agents can perform many tasks at a fraction of the cost of human employees. This forces providers to lower prices, squeezing margins.

Speed and Efficiency: AI agents operate 24/7 and can resolve issues much faster than human teams, leading to improved service levels.

Scalability: Scaling AI-powered services is significantly easier and more cost-effective than hiring and training additional staff.

New Entrants: The barrier to entry for offering basic IT services is lowering, attracting new competitors leveraging AI technology.

Erosion of Value Proposition: The core value proposition of many IT service providers – skilled labor – is being challenged by increasingly capable AI.

Strategies for IT Service Providers to Compete and Win

Survival isn’t about resisting AI; it’s about embracing it and adapting. Here are actionable strategies for IT service providers:

1. Invest in AI-Powered Tools: Implement AI-driven ITSM platforms, AIOps solutions, and remote monitoring and management (RMM) tools with integrated AI capabilities.
2. Upskill Your Workforce: Train existing staff to work with AI agents, focusing on skills like AI model training, data analysis, and complex problem-solving. The focus shifts from doing to overseeing and optimizing.
3. Develop Specialized Services: Focus on niche areas where human expertise remains critical, such as cybersecurity, cloud architecture, and complex system integration. Become a specialist in AI implementation services for other businesses.
4. Embrace a “Human-in-the-Loop” Approach: Don’t aim for complete automation. Combine the efficiency of AI with the empathy and critical thinking of human experts.
5. Data-driven Decision making: Leverage the data generated by AI agents to gain insights into IT performance, identify areas for improvement, and personalize services.
6. Focus on Customer Experience (CX): Use AI to enhance the customer experience, providing faster, more personalized support. AI-powered chatbots and virtual assistants can play a key role here.

The Role of DeepSeek and Similar Technologies

Tools like DeepSeek, with its “deep thinking” and internet search integration, represent a significant leap forward. The ability to not only analyze data but also actively