Google Cloud’s “ROI of AI” report revealed how AI-enabled agents are unlocking business value across enterprises. In 2026, the conversation is gradually shifting from “whether AI can work” to “untapped opportunities,” “ROI,” and “scaling AI” to maximize business value. The survey in the report found that 88% of early adopters of Agentic AI are seeing positive ROI from GenAI.

The report findings clearly state that the age of AI experimentation is making its way to positive investment returns. That said, for successful AI implementation, organizations can no longer approach these initiatives as isolated projects. What’s needed is a cohesive strategy that can create business impact across the entire enterprise.

The Google Cloud report identifies 5 pillars that can deliver maximum ROI for enterprises. Here’s a detailed insight into each of these 5 core pillars and how Onix can contribute to each of them.

Pillar #1 – Faster financial returns in customer experience (CX)

According to the Google Cloud report, 63% of respondents reported improved CX from GenAI as compared to 60% in 2024. Similarly, early adopters of Agentic AI are reporting improved business value across key areas, including CX and business growth. It’s no surprise that 55% of early agentic AI adopters witnessed a positive ROI in use cases for CX and field service.

AI-enabled automation is shifting customer service from a traditional cost center to a value creation. For instance, a GenAI-enabled customer support chat agent can free up human agents for more challenging and strategic tasks. Customer service and experience are the leading use cases for AI agents, with 49% of executives reporting they already have them deployed in production.

Onix’s role: 
With its outcome-based delivery model, Onix is improving customer engagement across industries. As a long-standing Google Cloud partner, Onix has expertise in Gemini Enterprise for Customer Experience (GECX) that enables it to design and deploy AI agents by using the Customer Experience Agent Studio and other tools. This has resulted in a 44% increase in first-call resolution rates with GenAI-enabled agents.

Among the customer success stories, a leading U.S. telecom company elevated its CX by deploying AI agents in partnership with Onix.

Pillar #2 – Building happier customers with Conversational AI

In 2026, multimodal AI agents are deepening customer relationships and engagement by simultaneously processing text, voice, video, and images. From basic chatbots, AI agents have evolved to enable omnichannel customer interactions by:

• Detecting customer sentiments through voice calls.
• Providing a visual understanding of images uploaded by dissatisfied customers.
• Providing a seamless transition as customers switch between channels, including voice, email, and chats.

According to the Google Cloud report, 83% of executives report experiencing a direct boost in user engagement metrics (such as CTR, traffic, and time on site) after implementing GenAI.

Onix’s role: 
Be it through Conversational AI tools or customized LLMs, Onix has successfully partnered with and delivered customized AI solutions in the telecom, retail, and financial services domain. A leading retail player with fragmented data silos found it challenging to provide a personalized CX to its customers. Onix’s solution integrated all the data sources in Google BigQuery so that conversational AI agents could retrieve a 360-degree view of each customer.

Pillar #3 – Empowering your human agents

Among the highlights of the 2025 Google Cloud report, 70% of business executives are reported to have improved productivity because of GenAI tools. To support this boost in productivity, agentic AI early adopters are now allocating an average of 39% of their total annual IT spend directly to AI initiatives.

As compared to traditional AI chatbots that require human prompts, AI agents operate autonomously using both logical reasoning and memory. As AI agents perform routine administrative tasks, human agents can focus on tasks requiring complex problem-solving and strategic decision-making.

Onix’s role: 
By integrating Agentic AI and Google Workspace, Onix has successfully improved employee productivity by up to 70%. Among its customer success stories, Metricwire, a leading provider for healthcare and life sciences companies, leveraged Google Cloud’s Vertex AI and Google Gemini tools to empower its researchers with detailed patient insights.

Pillar #4 – Elevating CX beyond the contact center

Beyond customer contact centers, AI agents are impacting the CX across multiple channels, including mobile phones, digital commerce, and physical stores. For instance, in physical retail stores, multimodal AI agents are guiding customers through complex layouts and enabling autonomous checkouts.

According to the Google Cloud report, 37% of respondents reported a healthy ROI in field service operations, including online chat, call centers, and on-field technician support. 51% of executives reporting improved CX indicate a 6-10% overall improvement in user experience directly resulting from GenAI (as compared to 53% in 2024).

Onix’s role: 
With its expertise in Agentic AI, Onix is seamlessly integrating AI technology into mobile and e-commerce applications. As an example, in partnership with Onix, a leading fashion retailer leveraged AI to unlock and analyze real-time data across channels, thus delivering valuable insights into customer behavior and sales trends.

Pillar #5 – Unlocking data-driven intelligence

With Agentic AI, enterprises can now move beyond simple dashboards to complex, autonomous, multi-step workflows. While traditional BI dashboards require humans to identify data patterns and trends, AI-enabled agents can proactively identify crucial patterns and execute tasks (without any human intervention).

As highlighted in the Google Cloud report, 88% of agentic AI early adopters are reporting a positive ROI. AI agents can autonomously execute tasks and interact with data pipelines, thus delivering actionable intelligence across the entire enterprise.

Onix’s role: 
With its proprietary Wingspan platform, Onix has implemented multiple cloud migration and modernization projects for its customers. Using modern technology platforms, Onix has unified complex data sources, including ERP and CRM, into structured analytics platforms. This level of technical expertise and industry experience is crucial for delivering data-driven intelligence across industries.

Conclusion

In 2026 and beyond, organizations need much more than isolated initiatives to drive a positive ROI from their AI investments. The 5 pillars outlined in this blog provide a concrete foundation that can power a successful AI strategy.

Is your current AI maturity level restricted to simple tasks, or at multi-agent workflow automation? Check your maturity level with our “Test your AI level” quiz. This will help you determine if you qualify to be an early adopter of Agentic AI. Be it any level, the Onix team can help you reach the next level of AI maturity. Schedule a call with our team.