72% of Singapore Firms to Deploy Agentic AI by 2028
72% of Singapore firms plan agentic AI deployment by 2028, targeting customer service and supply chain. But governance gaps and skills shortages threaten rapid scaling.
Nearly three-quarters of Singapore business leaders plan to deploy agentic AI models within the next two years, according to new research from Deloitte, despite current adoption rates remaining low at just 14%.
The finding signals a significant shift toward autonomous AI systems capable of independent reasoning and decision-making. Customer service emerged as the primary target for implementation, with business leaders identifying it alongside supply chain management and marketing as areas where the technology will have the greatest impact.
Current Adoption Lags Behind Global Benchmarks
Singapore's 14% current adoption rate trails the global average of 23%, according to the Deloitte report. However, the 72% planning deployment by 2028 suggests rapid acceleration ahead.
Agentic AI represents an evolution beyond generative AI tools. Unlike systems that require constant human prompting, agentic AI can execute multistep tasks with minimal oversight, making decisions and adjusting actions based on changing conditions. Early adopters report measurable results, with 73% of Singapore leaders noting improved efficiency and productivity, while 53% cite enhanced decision-making and data-driven insights.
Despite enthusiasm, implementation gaps remain substantial. Only 33% of Singapore leaders are redesigning key processes around AI while maintaining their business model. Even fewer are fundamentally reinventing core operations to take full advantage of the technology's capabilities.
Governance and Skills Emerge as Critical Barriers
Just 14% of Singapore organizations have mature governance models for agentic AI in place, highlighting a significant readiness gap. Deloitte emphasizes that autonomous AI systems require new governance approaches, including clear boundaries for decision-making autonomy, real-time monitoring systems, and comprehensive audit trails to track actions.
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The Singapore government responded to these challenges in January by releasing an agentic AI framework covering risk assessment, human accountability, technical controls, and end-user responsibility. The framework aims to provide organizations with guidelines for deploying autonomous AI systems safely and effectively.
AI skills and knowledge gaps pose barriers for 24% of leaders surveyed. In response, 53% are prioritizing building AI fluency across their workforce. Nearly half of Singapore respondents (47%) are redesigning career paths and mobility strategies due to AI adoption, significantly higher than the global average of 33%.
Focus Shifts to Human-AI Collaboration
Deloitte stressed that AI's goal is not replacing humans but creating complementary working relationships. The research indicates that organizations viewing AI as an augmentation tool rather than a replacement strategy report better outcomes and smoother implementation.
The emphasis on customer service as the primary use case reflects broader trends in the region. Organizations see autonomous AI systems as particularly suited to handling routine customer inquiries, freeing human staff for complex issues requiring empathy and creative problem-solving.
As deployment plans accelerate toward 2028, the research suggests that governance and workforce development must advance alongside technical implementation. Organizations that address these foundational elements now will be better positioned to capture value from agentic AI systems as they become operational.
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