Generative AI agents are expected to boost business productivity and help the software market grow faster over the next few years, according to a new report by Goldman Sachs Research.
Gabriela Borges, a software analyst at Goldman Sachs, said that customer service software—which includes traditional software-as-a-service (SaaS) and new AI-powered agents—could grow 20% to 45% more by 2030. This is compared to a future where generative AI is not used. The research team based their estimates on pricing models and expert opinions from the industry.
The report also said that the total addressable software market could grow by at least 20% thanks to AI tools. These agents are designed to help workers become more productive by taking over repetitive tasks and improving how quickly things get done.
“We believe agents will drive productivity, and software companies will capture a portion of this value,” Borges wrote.
Goldman Sachs expects that by 2030, AI agents could make up more than 60% of the software market. The report suggests that these agents could become the main way knowledge workers interact with software in the future, replacing older interfaces like menus and dashboards.
The findings highlight how quickly AI is becoming a central part of modern software tools, especially in areas like customer support and internal business operations.
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