In many companies, AI systems have long been more than just digital assistants. They intervene in processes, make preliminary decisions and independently take on tasks for which entire teams were previously responsible.
The discussion about artificial intelligence has reached a new phase in many companies. After the first wave of experimental applications such as text generation, email automation or simple analysis processes, there is now much more at stake. Namely, autonomous systems that can prepare and execute decisions independently.
AI agents mark a crucial transition. You no longer just react to input, but act independently within defined systems. As early as 2025, an analysis showed that around a third of companies were using AI tools.
At that time, around nine percent had fully integrated the technology into their processes. What’s new: The German SME Index shows that the use of artificial intelligence has now increased significantly.
AI shifts work logic
More than every second medium-sized company now uses or tests AI solutions. This corresponds to an increase of 54 percent compared to the previous year.
The use of AI agents is developing particularly dynamically: 16.6 percent of the companies surveyed are already using the technology, which independently takes on tasks and orchestrates processes. This proportion has almost doubled.
Despite this boom, tensions remain. While pioneers are recording massive leaps in efficiency through agents, a third of companies are still struggling with strategic orientation.
The reason: privacy concerns, skills shortages and isolated data silos that don’t provide AI agents with real context. But even without being a professional in artificial intelligence, the technology can take on some tasks automatically.
AI agents can take on these tasks automatically
The Fraunhofer Institute has published a study that deals with understanding AI agents and their targeted use. With the concept of the “Agentic Level” companies can evaluate whether a system is considered an AI agent and what risks and potential are associated with it.
The analysis also deals with the different areas of application and provides practical recommendations for successful use.
Based on the application areas that Fraunhofer IAO has identified as particularly suitable for AI agents, we will show you five specific areas of responsibility in which agents will take the helm in 2026.
1. Technical support without classic escalation
AI agents in customer service today operate far beyond the capabilities of classic chatbots. Its decisive advantage lies in the combination of language understanding with active tool use.
An agent not only accepts a fault report, but also accesses the customer’s system logs directly via interfaces. It independently carries out diagnostics, checks configurations and initiates repair processes or resets without the intervention of a human technician.
This massively reduces waiting times for customers and relieves specialist staff of repetitive standard tickets.
2. A Sales that recognize opportunities before they become visible
In modern sales, AI agents already take over the research phase. The advantage of these autonomous systems is their ability to “perceive”: They scan the web for signals such as current company news, social media activities or quarterly reports from potential customers.
By comparing this real-time data with the internal CRM profile, you independently assess the probability of completion. This gives the sales team a pre-qualified list and allows them to focus their energy solely on personal sales instead of wasting hours on data maintenance.
3. Marketing as a real-time system
The strength of AI agents in marketing lies in orchestrating complex campaigns across multiple channels. An agent can continuously analyze the click and purchase behavior of users and, based on this, adjusts the content distribution in real time.
He not only creates individual teasers or graphics for different target groups, but also autonomously decides on the optimal display time and budget shifting between the platforms. For companies, this means an increase in conversion rates while reducing control effort.
4. Multi-agent based project management
Within the internal organization, AI agents can act as proactive coordinators. The advantage is that agents can monitor ticket systems, deadlines and employee capacities simultaneously.
If there is a risk of a delay in a subproject, the agent communicates directly with the affected interface agents, calculates alternative scenarios and autonomously adjusts the resource planning in the management tools.
5. Manage risks with AI support
AI agents transform the legal and compliance department from a reactive to a preventive entity. A specialized agent can constantly scan regulatory publications and legislative changes on a global level.
Thanks to his ability to draw logical conclusions, he immediately recognizes which internal policies or supply chain processes are affected by a new regulation. He independently creates drafts for necessary adjustments and suggests concrete instructions for action.
Developments show that in 2026, AI agents will no longer be mere tools, but rather digital team members. As Fraunhofer IAO emphasizes, the key to success lies in the systems’ ability to understand problems and independently find solutions via interfaces.
However, in order to benefit from the potential of AI agents, companies must invest in a clean data architecture and put their employees in the role of capable AI managers through targeted training.
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