What's Happening?
Forrester has highlighted the importance of developing Agent Experience (AX) programs to address the challenges posed by integrating AI agents into the workforce. The transition to a hybrid agent/human workforce is complex and costly, with significant
investments required in human and organizational change. Forrester emphasizes that for every dollar spent on AI agent licensing, organizations are spending nearly five dollars on services to implement these agents effectively. The AX program focuses on five critical skills: knowledge curation, change management, critical thinking, interaction skills, and agent oversight. By tailoring these skills to specific roles, organizations can maximize impact without overwhelming their workforce.
Why It's Important?
The integration of AI agents into the workforce represents a significant shift in how organizations operate, potentially leading to increased efficiency and cost savings. However, the transition also poses challenges, including the need for substantial investment in human and organizational change. By developing AX programs, companies can better prepare their workforce for collaboration with AI agents, ensuring that employees are equipped with the necessary skills to adapt to new roles and responsibilities. This approach can help mitigate the disruption caused by AI integration, ultimately benefiting both employees and organizations by fostering a more harmonious and productive work environment.
What's Next?
Organizations are encouraged to redesign their systems around cognitive automation, similar to how modern warehouses are designed around physical robotics. Forrester plans to continue researching effective AX programs and offers guidance sessions for clients interested in preparing their workforce for AI agents. As technology evolves, companies will need to focus on reeducating and organizing their human workforce to work alongside AI agents effectively. This ongoing research aims to provide insights into the best practices for developing successful AX programs.
Beyond the Headlines
The shift towards AI integration in the workforce raises ethical and cultural questions about the future of work. As AI agents take on more tasks traditionally performed by humans, organizations must consider the implications for job security and employee morale. The development of AX programs can help address these concerns by ensuring that employees are not only equipped with the necessary skills but also supported in their transition to new roles. This approach can foster a culture of collaboration and innovation, ultimately benefiting both employees and organizations.
