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The era of agentic service is here. Are you ready?
Forrester Consulting surveyed more than 200 IT, HR, and operations leaders, finding that just 22% have deployed agentic AI in production. Discover what's holding the rest back, and how leading teams are reinventing service delivery with connected context.
Transform service with context, collaboration, and confidence.
Employee expectations are rising, service demand keeps growing, and teams are stretched thin. In this commissioned study, Forrester Consulting explores how AI is moving service management from process-first to experience-first. The biggest challenge? Context.
18%
say their knowledge is part of a context graph or unified data layer
26%
say their knowledge is created and improved by all employees
37%
say the inability to give AI sufficient organizational context is the top barrier to AI adoption.
What does it take to reinvent service delivery?
Connected context makes AI useful
Without a connected data layer, AI models are effectively disconnected from the broader organizational context needed to make outputs relevant and useful to employees.
Move beyond legacy service workflows
Tiering, queues, categorization, and escalation paths were engineered to distribute work across limited resources, not to optimize the employee experience.
Break down knowledge silos to fuel agentic service
Agentic AI won’t transform service delivery if the knowledge that underpins it is incomplete, stale, or locked away in disconnected teams and systems.
Source: A commissioned study conducted by Forrester Consulting on behalf of Atlassian, September 2026
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