Modern enterprises are asking IT operations to deliver higher reliability and faster response in increasingly complex hybrid environments with leaner capacity. With Deloitte forecasting US tech talent demand could reach 7.1 million tech jobs by 2034, talent constraints are making that challenge harder as highly skilled engineers continue to spend too much time on repetitive operational work that is difficult to scale.
Digital workers are emerging as a practical way to close that gap. Operating alongside people, they run end-to-end workflows, take on repeatable work, and escalate exceptions that require human judgment. Unlike traditional RPA, which automates isolated steps, digital workers reduce manual effort across the full process. Combined with generative AI and large language models, they can also understand requests, retrieve knowledge, and support faster decisions.
FPT’s Approach to Digital Workers
FPT approaches digital workers by starting with outcomes and then engineering the work around those outcomes. The approach begins by making work visible. Business process management and process mining are used to map real workflows, pinpoint bottlenecks, and surface the handoffs where time and consistency are lost. From there, processes and operating guidelines are structured into a usable knowledge layer so digital workers execute against an aligned playbook rather than fragmented runbooks.
This becomes tangible when the work involves high-volume, high-variance documents that typically force teams into repetitive verification. For instance, a global oil and gas company recently partnered with FPT to modernise invoice validation using RPA and Intelligent Document Processing, cutting processing time by 75% and improving accuracy by routing only true exceptions to specialists.
With that foundation in place, implementation becomes a disciplined scaling program rather than a series of disconnected automations. Workflows are standardised so the same request is handled the same way every time, escalation paths and accountability are made explicit so humans stay in control, and digital workers are designed to run complete workflows across systems while elevating exceptions when judgment is required. Monitoring, security maintenance, and continuous improvement are built in from the start, so performance keeps improving as operations evolve rather than degrading as environments change.
As digital workers mature from task execution to running whole workflows, the next evolution is agentic AI, where AI agents can plan and execute multi step tasks toward a goal with limited supervision, often coordinating with other agents through orchestration. This shifts digital workers from executing predefined steps to managing end-to-end operational workflows with tighter control over speed, risk, and accountability.
For example, leveraging FPT’s IvyAgents, an AI-powered virtual assistant developed by FPT and NVIDIA, a Japanese-based leading trade company, has streamlined business operations spanning document handling, translation, and knowledge-driven support, delivering up to a 90% reduction in processing time, around a 33% reduction in human cost, and up to an 80% reduction in error rates, while keeping human oversight in place for judgment-critical decisions.
Realising that evolution requires more than technology. It demands foundations that make AI scalable and responsible across the enterprise operating model. At FPT, those foundations come together in FleziPT, an AI-first platform designed to help organisations adopt AI at any scale with flexibility and ease. FleziPT brings together safeguards for ethical and secure AI, an agentic development life cycle that embeds AI from planning through testing and deployment, and a workforce model that pairs human experts with digital workers and AI agents, accelerating execution without losing governance.
Within this platform, two layers translate the strategy into delivery. Flezi Workforce packages proven practices, tools, methodologies, and resources, including expert teams and AI-powered digital workers validated through real projects, so organisations can move from pilot to repeatable execution. The company also extends this by providing an AI Studio for building tailored agents alongside a library of ready-to-use enterprise agents, with orchestration and best practices designed for reliability at scale.
This model is reinforced through FPT’s company-wide execution discipline, with all employees required to complete mandatory AI training, and every department must develop at least one AI agent that improves how work gets done, such as CodeVista to boost developer productivity by up to 50%, or Maya serving as an AI-powered HR assistant. Another notable example sits inside the global marketing team, where a system of 10 coordinated AI agents was built to support the full cycle from campaign planning to qualification, increasing qualified leads by up to 50% and shortened the sales cycle to roughly half of the normal process.
Together, FleziPT creates a practical path from work visibility to digital execution, agentic orchestration, and ultimately to measurable impact, including up to 50% faster deployment rollouts, around 40% reduction in operational overhead, and twice as fast turnaround from idea to MVP.
FPT is also advancing this vision through the FPT AI Agents platform, enabling enterprises across sectors to build intelligent AI assistants with generative AI and large language models. Running on the FPT AI Factory, the platform supports multilingual capabilities, automates more than 120 business processes, and continuously improves performance through learning from operational data.
Looking ahead
Digital workers are becoming the bridge between AI ambition and operational reality. When work is redesigned around outcomes and executed through governed digital workers and orchestrated agents, reliability becomes repeatable, performance scales without linear headcount growth, and human expertise is redirected to prevention, modernization, and decisions that carry accountability.
With an AI-augmented workforce and AI-led, enterprise-grade solutions like FleziPT, FPT is well positioned to help enterprises across sectors move from isolated automation to scalable and secure digital execution that drives sustainable growth in complex environments.
