Infobip CTO: Why Agentic AI Pilots Aren't Enough

Many organizations are deploying AI tools, but few are fully integrating them into daily operations. Izabel Jelenić, CTO at Infobip, explains that operationalizing agentic AI in enterprise environments requires strong governance, human handovers, and addressing deployment challenges. Organizations continue to invest in agentic AI because the core business needs persist: faster customer service, personalized engagement, and reduced operational complexity. Past AI deployments often had limited impact because they were isolated tools, not connected to broader operating models. McKinsey's research shows that while 88% of organizations use AI in at least one function, most haven't scaled it enterprise-wide. Agentic AI attracts investment because it can take actions across multiple systems, interpreting intent and executing tasks. This is crucial for connecting customer interactions across various channels. The next phase of enterprise AI will focus on readiness, ensuring AI is connected to data, embedded in workflows, and governed by clear rules. This shift from experimentation to readiness means AI must handle real-world complexities like incomplete information and legacy systems, and know when to escalate to human oversight.