Hexaware's Agentic AI Aims to Erase IT Problems Before They Start

ISELIN, NJ – June 30, 2026 – In a significant move that signals a maturing AI landscape, global IT services firm Hexaware today launched Tensai® for Reasoning Ops, an agentic AI platform designed to fundamentally reshape enterprise IT operations. The new platform moves beyond the industry's long-standing focus on accelerating incident resolution, instead aiming to proactively eliminate the sources of IT demand before they can disrupt business.

For years, the promise of AIOps has been faster, smarter IT support. Hexaware, however, is making a bolder claim: that the real value lies not in resolving demand faster, but in removing it altogether. By introducing autonomous, evidence-based agents that can reason across complex enterprise systems, the company is positioning itself at the forefront of a major paradigm shift—from reactive firefighting to predictive, preventive, and ultimately, autonomous operations.

Beyond Automation: The Rise of Agentic AI

The launch of Tensai® for Reasoning Ops arrives at a pivotal moment for IT infrastructure management. For over a decade, enterprises have layered automation tools—from simple scripts to more advanced AIOps platforms—onto their operations. While these tools have helped manage alerts and automate repetitive tasks, they often fall short. They operate within predefined rules, struggle with novel situations, and lack the ability to reason across the organizational and technical silos that define modern, complex IT environments. This leaves a critical gap in system-level intelligence.

Agentic AI represents the next evolutionary step. Unlike traditional automation that follows a rigid script, agentic systems are designed with a degree of autonomy. They can perceive their environment, reason over complex and often incomplete data, and take independent action to achieve a specific goal. This is the difference between a tool that tells you a component is failing and an agent that not only identifies the failing component but also analyzes its dependencies, checks for maintenance windows, proposes a safe remediation plan based on enterprise policy, and awaits a simple human validation to execute.

Industry analysts are taking note of this profound shift. Gartner, for instance, predicts that by 2029, a staggering 70% of enterprises will deploy agentic AI to operate their IT infrastructure, a massive jump from less than 5% in 2025. The consensus is clear: the future of IT operations is not just automated, but autonomous, with intelligent agents handling the bulk of operational tasks. Hexaware's Tensai® platform is a direct response to this emerging reality, aiming to provide enterprises with a structured path toward this autonomous future.

Inside Tensai®: A Framework for 'Reasoning Ops'

At the heart of Hexaware's new platform is a set of four core principles designed to build trust and deliver tangible results in a domain where errors can be costly. These principles differentiate "Reasoning Ops" from more basic forms of automation.

First is the Evidence-first model. The platform’s agents are not permitted to make recommendations without a clear, auditable trail of supporting signals and contextual data. This is a crucial guardrail against AI "hallucinations" and ensures that every suggested action is grounded in observable reality, drawing from sources like monitoring tools, configuration databases (CMDB), and network topology maps.

Second, the system is Policy-aware. Before any recommendation is presented to a human operator, it is automatically checked against the organization's risk, security, and compliance policies. This built-in governance ensures that the AI operates within safe, predefined boundaries, mitigating the risk of autonomous actions causing unintended consequences.

Third, the platform enables Cross-tower reasoning. This is perhaps its most ambitious feature. IT issues rarely exist in a vacuum; a problem in an application may have its roots in the network, a database, or a recent configuration change. Tensai® agents are designed to reason across these traditional silos, correlating data from disparate systems to identify the true root cause of an issue, rather than just treating a symptom.

Finally, the entire system is Self-improving. Through a continuous feedback loop, every validated outcome—every action taken and confirmed by a human expert—is used to refine the platform's models. This allows the agents to learn from experience, becoming more accurate and effective over time, progressively reducing the need for manual intervention.

A New Playbook for IT Efficiency and Market Dynamics

Hexaware is backing its vision with aggressive performance benchmarks. The company targets a 25–40% faster Mean Time to Resolution (MTTR), a 35–45% reduction in manual intervention, and a 10–18% lower cost-to-serve for its clients. More strategically, it aims for a 5–12% reduction in overall incident demand—a metric that directly reflects the shift from reactive to preventive operations. While results will be validated against each customer's baseline, these figures set a high bar in the competitive AIOps market, which includes heavyweights like IBM, ServiceNow, and Splunk.

"With Tensai® for Reasoning Ops, we're helping enterprises move from reactive support to more autonomous, self-healing IT operations," said R Srikrishna, CEO & Executive Director at Hexaware. "The platform brings reasoning, evidence, and governance into operational decisions, helping clients reduce manual intervention, improve SLA reliability, and build a stronger path toward preventive operations."

The strategic emphasis is on changing the fundamental nature of the IT support queue. "As enterprises adopt AI in IT operations, the opportunity is to go beyond faster ticket resolution and move toward reducing predictable demand before it enters the IT operations queue," added Siddharth Dhar, President & Global Head – AI at Hexaware. "Tensai® for Reasoning Ops helps organizations address the causes of demand rather than simply responding to it." This focus on demand elimination is Hexaware's key differentiator in a crowded field, positioning the platform not just as a tool, but as a strategic partner in operational transformation.

The Evolving Role of the Human Expert

The rise of powerful agentic AI naturally raises questions about the future role of human IT professionals. The vision put forth by Hexaware and echoed by industry analysts is not one of replacement, but of elevation. By automating the relentless, high-volume, and often tedious work of Level 1 and Level 2 support, agentic platforms free up human experts to focus on tasks that require uniquely human skills.

Instead of spending their days triaging alerts and executing routine runbooks, IT operators will transition into roles as AI supervisors and orchestrators. Their responsibilities will shift toward defining the goals and guardrails for the AI, validating complex or high-risk actions, and managing the governance frameworks that ensure the agents operate safely and effectively. This human-in-the-loop model is explicitly built into Tensai's initial stage, where human experts validate and execute the AI's evidence-backed recommendations.

This evolution will demand new skills: a deeper understanding of AI and data models, stronger capabilities in policy and risk management, and a greater focus on strategic process improvement. The goal is to transform the IT operations team from a reactive cost center into a proactive driver of business value and resilience, with human intelligence guiding and augmenting the power of autonomous systems. In this new paradigm, the most valuable work will be in designing, training, and overseeing the very systems that are taking over the manual tasks of the past.