Singapore – Kyndryl has introduced a suite of advisory and deployment services designed to help enterprises integrate agentic AI into their operations and improve both workforce readiness and customer experience.
The company, which specialises in mission-critical IT services, is positioning the new offering as a pathway for organisations to adopt AI more effectively while ensuring that both staff and customers benefit from more intuitive, responsive interactions.
The services are built around the Kyndryl Agentic AI Framework, which provides a structured approach for incorporating AI agents into day-to-day activities. By focusing on the relationship between people and automated systems, Kyndryl aims to help organisations prepare employees for evolving roles while enhancing how customers engage with digital channels.
Kyndryl emphasises that aligning workforce skills and customer-facing processes with agentic AI will be essential for organisations seeking meaningful returns on their technology investments.
“Agentic AI will rapidly reshape job roles, ways of working and how enterprises are organised – and equally change customer engagement,” Ismail Amla, senior vice president of Kyndryl Consult, commented.
“Organisations that move fast to bring their workforces and customers along the AI journey, through intentional change management and engaging experience between people and AI agents, will have the competitive advantage and gain the most from their AI investments.”
The company is already working with customers across several sectors, including a manufacturing firm and a healthcare provider, to help redesign organisational structures, develop upskilling initiatives and introduce AI-enabled workflows.
These engagements reflect broader industry concerns identified in Kyndryl’s 2025 report, which indicates that many leaders expect AI to significantly alter job functions in the near future, while relatively few believe their teams are fully prepared for this transition.
The Agentic AI Framework also covers business process redesign, where Kyndryl works with enterprises to re-evaluate existing workflows, identify areas that can benefit from automated agents and understand how these changes will influence employee tasks. This helps organisations introduce AI in a way that maintains operational clarity while improving the overall experience for customers through faster, more personalised service delivery.
Another focus area of the framework is UX design, supported by Kyndryl Vital and the company’s global AI Innovation Labs. These teams apply design-led methods to create more natural and responsive interactions between people and AI agents, including customer-facing interfaces that anticipate user needs and provide timely insight.
By shifting away from conventional prompt-based models, the approach is intended to deliver more consistent, context-aware engagement across digital touchpoints—an important factor for organisations seeking to elevate customer experience at scale.
Through these combined services, Kyndryl aims to help enterprises worldwide build AI capabilities that support employees, streamline operations and offer customers more intuitive, efficient and adaptive experiences.
