Automation Anywhere shared new data indicating that its AI agents are significantly reshaping the cost structure of enterprise IT support. Drawing on millions of service requests across more than 70 enterprise deployments, the company reports that its AI agents resolve over 80% of employee requests on average, with the potential to reduce IT service management (ITSM) licensing costs by up to 50%.
The findings from Automation Anywhere signal a fundamental disruption in how enterprise software is priced. For decades, enterprises have paid a “SaaS tax”— a compounding cost tied to seats, usage, and growing complexity, rather than outcomes. As AI systems diagnose and resolve service issues autonomously, pricing models tied to seat licenses, including those used by legacy SaaS platforms, are increasingly disconnected from the work performed across enterprise deployments.
Automation Anywhere’s purpose-built AI agents for service desks and ITSM reported:
- AI agents auto-resolving more than 80% of IT support requests.
- ITSM licensing costs may be reduced up to 50%, resulting in large enterprises saving more than $5 million annually on average.
- Significant reductions in service desk workload, including 50% fewer call volumes and faster resolution times.
- Time-to-value with first AI agents in as little as 8 weeks.
- Customer satisfaction scores of more than 80%.
- Corresponding gains in employee productivity.
Legacy ITSM platforms like ServiceNow are largely priced on a per-seat license and platform usage basis, meaning organizations spend more as their workforce and IT complexity grow. As AI agents, especially those purpose-built with domain-specific knowledge, execute more work autonomously, fewer employee and customer service interactions are required, challenging pricing models tied to service desk seats and usage.
“AI agents aren’t just reducing cost, they’re raising the standard for how work gets done,” said Mihir Shukla, CEO and co-founder of Automation Anywhere. “They can prevent issues, resolve them instantly, and deliver consistent, high-quality outcomes. That resets expectations for service across the enterprise.
”With strong traction with Fortune 1000 enterprises in IT, Automation Anywhere customers are expanding agentic AI-first services from IT to support HR, finance, procurement, and broader customer and employee experience workflows, signaling a rapid shift as AI agents begin executing tasks directly across enterprise systems. Learn more at AutomationAnywhere.com
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