COVER STORY logistics and public services, sectors where complexity and scale demand intelligent systems that can adapt and act autonomously. For example, in Smart City initiatives, Agentic AI can help manage infrastructure dynamically, improve citizen services and optimise resource use. The region’ s appetite for innovation makes it an ideal environment for Agentic AI to thrive.
Agentic AI has the potential to move from back-office efficiency to shaping customer experiences and strategy itself. How do you think enterprises in the Middle East should start preparing to integrate such capabilities into their operations? are integrated into a business. That means clear decision audit trails, human in the loop mechanisms and ethical guardrails. This is where we help customers build governance frameworks that are both robust and flexible, ensuring that agentic systems operate transparently and in alignment with business values. Oversight isn’ t just about control; it’ s about confidence. When people trust the system, adoption accelerates and impact deepens.
With greater autonomy comes greater risk – from decision-making errors to potential misuse. What should business leaders in the region prioritise to ensure Agentic AI systems remain secure and trustworthy?
The first step is mindset. Enterprises need to see Agentic AI not just as a technology upgrade but as a strategic enabler. That means aligning leadership, data strategy and governance around the potential of these systems.
At Kyndryl, we advise starting with high impact use cases; areas where these agents can drive real business outcomes, like predictive maintenance, dynamic pricing, or customer journey orchestration. From there, it’ s about building the right digital infrastructure and harnessing the skills needed to effectively scale AI. Integration should be thoughtful, secure and aligned with organisational goals.
There is often concern about AI replacing jobs, but Agentic AI reframes this as a partnership between humans and machines. What new roles or skills do you think will emerge for the workforce as Agentic AI becomes mainstream?
Agentic AI opens the door to new kinds of collaboration. We’ ll see roles like AI orchestrators, ethical AI leads and domain experts who guide and supervise these systems. Skills like critical thinking, data fluency and cross-functional collaboration will become essential. At Kyndryl, we believe the future of work is about collaboration with these systems, not replacement. Agentic AI can take on repetitive or complex tasks, freeing people to focus on creativity, strategy and human connection. It’ s a partnership that enhances, not diminishes, human potential.
Autonomous systems introduce new challenges around responsibility, transparency and ethics. How can organisations balance the power of Agentic AI with the need for oversight and accountability?
Trust is non-negotiable. Organisations must embed governance into their design before Agentic AI systems
Security must evolve alongside Agentic AI. Business leaders should prioritise three things: securing the data pipelines that feed these systems, ensuring model integrity and building resilience into AI operations. Agentic AI systems need to be monitored continuously, not just for performance but for behaviour, which is why there must always be human oversight.
At Kyndryl, our Agentic AI Framework is built secure-bydesign with Zero Trust security and full transparency. We also integrate AI security into broader cyberresilience strategies, helping organisations detect anomalies, respond to threats and maintain trust. The goal is to make these systems safe, not just smart.
Industries like healthcare, energy and finance are critical in the Middle East’ s growth story. Which sectors do you believe will be the early adopters of Agentic AI and why?
We expect these sectors to lead the way. These sectors are data-rich, operationally complex and under pressure to innovate. In healthcare, Agentic AI can inform clinical decision-making and patient engagement. In energy, it can optimise grid operations and predictive maintenance. And in finance, it can enhance fraud detection and personalised services. Kyndryl’ s sector-specific expertise allows us to tailor Agentic AI solutions to the unique needs of each industry, accelerating adoption and impact.
Kyndryl works at the intersection of infrastructure, innovation and industry specific expertise. How is Kyndryl supporting enterprises in the Middle East to experiment with or deploy Agentic AI?
We help enterprises in the Middle East move from exploration to execution with Agentic AI. We start by identifying high impact use cases where autonomous agents can deliver measurable value, then support
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