If Agents Become Your Digital Workforce, How Will You Manage Them?

In this blog we discuss:

• Benefits of AI Agents in the Enterprise: Advantages include automating repetitive tasks, improving accuracy and decision-making through data analysis, enhancing the employee experience, and ultimately transforming the enterprise by amplifying human skills
• The Evolving Landscape of Work: Why we need to rethink traditional workforce management, including onboarding, training, and managing digital workers.
• Addressing Concerns Around Digital Labor: Because AI agents are tools to empower humans, not replacements, we should all keep in mind the importance of responsible development, human-centric design, ethical considerations, and data privacy.
• The Path Forward: This is a  pivotal moment AI represents in the evolution of work, so we must be thoughtful and proactive.

There’s currently a lot of buzz around AI agents. These intelligent programs are capable of learning, adapting, and acting autonomously. They're rapidly becoming a reality for businesses across industries. But as organisations embrace this new era of intelligent automation, a critical question emerges: How do we manage this new digital workforce?

“The concept of ‘digital workers’ isn't entirely new,” says Workday Vice President of AI Kathy Pham. “We've long relied on technology to automate tasks and streamline processes. From basic spreadsheet macros to robotic process automation (RPA), businesses have consistently sought ways to leverage technology for increased efficiency.”

Pham also believes that the recent explosion of generative AI and large language models (LLMs) has propelled the capabilities of digital workers to new heights. Today's AI agents can understand context, interpret complex data, and even make decisions, blurring the lines between human and machine labor.

I believe AI can elevate human potential. But this evolution requires a shift in our thinking. We need to move beyond viewing AI agents as mere tools and start considering them as integral components of a broader workforce—a digital workforce that augments and empowers human employees.

While humans and AI are not peers, at some level they both require onboarding, training, compliance, security, access controls, and other common elements of workforce management.

In order to understand the complexity and nuance of these similarities and differences, this article will explore:

• The potential of AI agents in the enterprise.
• The evolving landscape of work and the rise of the digital workforce.
• How to manage humans and AI agents effectively.

The Benefits of AI Agents in The Enterprise

AI agents are poised to revolutionise the way we work, offering a compelling value proposition for businesses across industries. Agents can automate repetitive tasks, freeing up employees to focus on more strategic and creative endeavors. 

Imagine a world where mundane data entry, scheduling conflicts, and time-consuming report generation are handled seamlessly by AI agents, allowing employees to dedicate their energy to uniquely human skills of innovation, collaboration, and problem-solving.

But the benefits extend far beyond basic simple automation. AI agents can significantly reduce errors and improve accuracy, leading to better decision-making and improved business outcomes. 

They can analyse vast amounts of data, identify patterns, and provide insights that would be impossible for humans to uncover on their own. This empowers businesses to make more informed decisions, optimise processes, and gain a competitive edge.

Moreover, AI agents can enhance the employee experience by taking on tedious tasks and streamlining workflows. This can lead to increased job satisfaction, reduced stress, and improved work-life balance. Employees can focus on the most rewarding aspects of their jobs, collaborating with other people, and fostering a more engaged and productive workforce.

It's crucial to emphasise that the goal of AI agents is not to replace human workers but to augment their capabilities. As highlighted in the World Economic Forum's Report on Digital Jobs, AI agents should be viewed as partners, not replacements. They empower humans to work smarter, not harder, unlocking new levels of productivity and creativity.

And this vision of AI as a supportive partner is gaining traction. According to a recent Workday global study, the vast majority of workers believe AI will enhance human creativity, help them learn new skills, and free them to focus on more challenging work. In fact, among those already using AI tools, 93% agree that it allows them to focus on higher-level responsibilities.

This concept is central to our vision for the future of work. We believe that AI agents have the potential to transform the enterprise, not by replacing humans, but by amplifying uniquely human skills and talents.

The Evolving Landscape of Work

The integration of AI agents into the workforce represents a significant shift in the landscape of work. It's not just about automating tasks; it's about reimagining how work gets done and how we manage the workforce of the future. This workforce will comprise both human and digital workers, each with unique strengths and capabilities.

This new reality requires us to rethink traditional workforce management practices. Just as we manage human employees, we need to consider how we onboard, train, and manage our digital workforce. This includes adapting company values and codes of conduct to guide AI behavior, setting clear goals and measuring the success of AI initiatives, and ensuring ethical AI practices and data privacy.

For instance, how do we ensure that AI agents uphold the same (or any?) ethical standards as our human employees? How do we even think about, let alone set performance expectations, for machines and measure their contributions? How do we ensure that they operate in a transparent and responsible manner, respecting privacy and data security? 

Imagine an enterprise running 10, 100, 1,000 or even tens of thousands of AI agents. Onboarding, training, security and performance management will need to be managed centrally in the same way HR systems manage human employees today.

These are not just technological questions; they are fundamental questions about how we design and manage the future of work. As AI agents become more sophisticated and integrated into our workflows, we need to develop clear frameworks and governance structures to ensure their responsible and ethical use.

This is where the concept of "digital workforce management" comes into play. It's about applying the principles of workforce management to this new era of human-AI collaboration, creating a cohesive and productive environment where both human and digital workers can thrive. 

As David Somers, Workday’s Chief Product Officer, emphasises, "Digital workforce management is not just a trend; it's a necessity. If we want to unlock the true potential of AI, we need to treat it as a genuine part of our workforce and manage it accordingly."

Addressing Concerns Around Digital Labor

The rise of AI agents naturally generates both excitement and apprehension. It's crucial to address common misconceptions and concerns head-on, ensuring a clear understanding of their role in the workforce.

First and foremost, it's essential to clarify that AI agents are not equivalent to human employees. They are sophisticated tools designed to augment and empower human capabilities, which is why responsible development and deployment are paramount.

AI agents should be designed with a human-centric approach, prioritising fairness, transparency, and ethical considerations. This includes ensuring data privacy, minimising bias, and maintaining human oversight to prevent unintended consequences.

Ultimately, the successful integration of AI agents depends on a thoughtful and balanced approach. We must embrace their potential while remaining mindful of their limitations and ensuring their responsible use. 

The Path Forward

The rise of AI agents marks a pivotal moment in the evolution of work. As we navigate this new digital workforce, we need to consider how best to “manage” these digital agents.

By prioritising human values and ethical considerations, we can create a future where AI and humans work together to achieve greater outcomes, working together seamlessly by contributing their unique strengths to achieve common goals. 

This requires a thoughtful and proactive approach to digital workforce management, ensuring responsible development, ethical considerations, and clear governance structures.

Ready to delve deeper into the world of AI agents? Join our upcoming digital broadcast on February 12th and discover how to unlock the full potential of agentic AI for your organisation.