AI agents now redesign core business processes

The article marks a shift from pilot projects to full-scale AI adoption, with NTT DATA presenting examples where AI is embedded in core business processes. The Kawasaki Heavy Industries case shows how interview and tutor agents turn tacit expert knowledge into reusable assets for younger staff. The Kao case demonstrates using AI-generated consumer personas to cut survey periods dramatically. These examples support the argument that AI agents are not just tools but catalysts for redesigning how work gets done.

A key theme is the changing nature of customer interaction. The article predicts that personal AI assistants will represent customers, so companies must design information that AI agents can understand and select, rather than only optimizing for human web visitors. This implies a shift in information architecture and content strategy, though the article does not provide concrete details on implementation.

The practical guidance centers on three pillars: an AI-ready data foundation, continuous improvement, and security governance. The staged approach—starting small and expanding based on risk and validation—reflects a cautious yet progressive strategy. The article emphasizes that AI should augment human capabilities, not replace them, with humans focusing on decision-making and creativity while AI handles routine tasks. Overall, the message is that successful AI transformation requires both technological infrastructure and organizational change, with NTT DATA positioning its services like LITRON and Smart AI Agent as enablers.