凯捷Capgemini：2026年客户至上的组织的代理流程自动化报告（英文版）

As organizations strive to deliver seamless, personalized, and proactive customer experiences, traditional automation—focused on rules, workflows, and isolated tasks—is no longer sufficient.The next evolution is Agentic Process Automation (APA), where intelligent, goal-driven AI agents sense, decide, and act across customer journeys and enterprise processes. By combining AI-driven reasoning with enterprise orchestration and governance, APA enables proactive, closed-loop operations that enhanc