AI agents force rethinking of SaaS pricing and improve customer experience

New enterprise adoption data from Automation Anywhere shows that AI service agents resolve more than 80% of employee support requests and reduce ITSM license costs by up to 50%.

San Jose, California, April 6, 2026 /PRNewswire/ — Automation Anywhere, a leading provider of Agentic Process Automation (APA) and agent solutions, today announced new data showing how its AI agents are revolutionizing the economics of enterprise IT support. Based on an analysis of millions of service requests and tickets across more than 70 enterprise deployments, the company found that AI agents resolve an average of more than 80% of employee service requests and have the potential to reduce IT service management (ITSM) licensing costs by up to 50%.

This finding suggests a fundamental disruption in enterprise software pricing. For decades, companies have been paying a “SaaS tax.” This is a compounding cost associated with increased number of seats, usage, and complexity, not results. As AI systems autonomously diagnose and resolve service issues, pricing models associated with seat licenses, including those used in traditional SaaS platforms, will become increasingly decoupled from the work being performed.

Across enterprise deployments using Automation Anywhere’s service desk and ITSM-specific AI agents, organizations reported:

AI agents automatically resolve over 80% of IT support requests.
ITSM license costs can be reduced by up to 50%, resulting in large enterprises saving an average of more than $5 million annually.
Significantly reduce service desk workload, including a 50% reduction in call volume and faster resolution times.
Time to value for your first AI agent is just 8 weeks.
Employee productivity will increase accordingly.

This change comes as the cost of enterprise software continues to rise. Gartner reports that “SaaS vendors are driving significant cost increases for enterprise clients, with update growth rates averaging 10-20%, far outpacing global inflation and typical IT budget growth.^[1]At the same time, AI adoption is accelerating this change with its core promise of helping CIOs reduce SaaS taxes on traditional ITSM platforms.

Because traditional ITSM platforms are priced primarily based on per-seat licenses and platform usage, organizations’ expenses increase as employee and IT complexity increases. AI agents, especially dedicated agents with domain-specific knowledge, perform more tasks autonomously, requiring fewer employee and customer service interactions and challenging pricing models tied to service desk seats and usage.

Mihir Shukla, CEO and co-founder of Automation Anywhere, said, “AI agents are not only lowering costs, they are raising the bar on how work gets done.” “We can prevent issues, resolve them instantly, and deliver consistent, high-quality results. This resets service expectations across the enterprise.”

With strong traction with Fortune 1000 companies in IT, Automation Anywhere customers are extending AI-first agent services from IT to support workflows in HR, finance, procurement, and broader customer and employee experience. This marks a rapid shift as AI agents begin to perform tasks directly across enterprise systems. For more information, visit AutomationAnywhere.com.

About Automation Anywhere

For more than 20 years, Automation Anywhere has been working to define the future of work by unlocking human potential through automation. The company enables this future through state-of-the-art agent process automation (APA) systems for IT leaders and developers, and purpose-built agent solutions for business leaders in finance, customer service, IT, and human resources. For more information, visit automationanywhere.com..

Connect to Automation Anywhere

Automation Anywhere is a registered trademark/service mark of Automation Anywhere Inc. in the United States and other countries. Other trademarks referenced are the property of their respective owners. GARTNER is a trademark of Gartner, Inc. and/or its affiliates.

Media contact:
rachel morrison
corporate communication
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¹ Gartner, 5 Ways SaaS Vendors Increase Costs and What to Do About It, Hannah Decker, James Smith, October 23, 2025

SOURCE Automation Anywhere

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