As businesses globally adopt automation to drive efficiency, reduce costs, and remain competitive, a new frontier is emerging: Agentic Process Automation (APA). This evolution of Robotic Process Automation (RPA) integrates AI agents—powered by technologies like large language models—into traditional automation frameworks, shifting the role of automation from task executor to decision-making assistant.
In a recent conversation on AI Impact Talk, Rudolph Janse van Rensburg, CEO of 1ai, unpacked what APA means in practical terms, and why it matters now.
From Rules to Reasoning
Where RPA has traditionally focused on repetitive, rule-based processes, APA introduces intelligence into these workflows. “We’ve gone from automating simple tasks to enabling AI agents to interpret, decide, and act within business processes,” said Janse van Rensburg.
Take, for example, the classic service desk ticketing system. In the past, a human would interpret a support request, classify it, and forward it to the correct department. APA enables an AI agent to read the message, understand its context, and route it appropriately—all without human involvement. The agent is not replacing human judgment, but augmenting it with speed, accuracy, and scale.
Not Industry Specific, Not Just for Large Corporates
APA is not limited to a specific sector. Any organisation handling structured or unstructured data—be it in finance, healthcare, customer service, or government—can benefit. What’s changing, however, is accessibility. As Janse van Rensburg explained, “APA platforms are now more affordable and user-friendly, with natural language interfaces and low-code setups. The barrier to entry is lower than it’s ever been.”
Rethinking the Role of People
A major theme emerging with the adoption of APA is its impact on the workforce. Unlike traditional IT implementations that were top-down and technical, APA depends on business users. The subject matter experts—the people who know the business processes best—are key to training and guiding the AI agents.
“The best results come when employees are included in the design and deployment of APA,” Janse van Rensburg noted. “And for that to happen, businesses need to invest in upskilling—especially in areas like prompt engineering and how to ask the right questions of these systems.”
A Shift in Culture and Capability
One of the biggest challenges in adopting APA is not technology—it’s planning. South African businesses, he pointed out, tend to jump into projects quickly, while European companies take a more deliberate approach, investing time in preparation and resource planning. “We can learn from that,” said Janse van Rensburg. “APA needs both strategic alignment and operational support.”
Ethics, Data, and Governance
As with any AI initiative, data governance and ethics are central. Janse van Rensburg emphasised that with reputable APA platforms, customer data stays within the organisation’s control. “There are clear boundaries. Training data is not shared across organisations, and platforms adhere to international cybersecurity standards.”
Looking Ahead
Agentic Process Automation isn’t a futuristic concept—it’s already in motion. Its adoption will likely accelerate as more companies achieve tangible business value. While it won’t replace every system or person, APA offers a practical path to intelligent process improvement and smarter operations.
“The future is not about replacing people with AI,” said Janse van Rensburg. “It’s about enabling people to do their best work, with the help of AI.”
