Learning to lead in a hybrid human-AI enterprise

在人机协作企业中学习如何领导

As adoption of AI agents looks set to surge by as much as 300% in the next two years, leadership teams are carefully considering the implications of a hybrid human-AI workforce. 随着人工智能代理（AI agents）的采用率预计在未来两年内激增高达 300%，领导团队正在审慎考量人机混合劳动力的影响。

Unlike existing enterprise-level automation that relies on manual input, AI agents are capable of autonomously coordinating complex tasks, interacting with multiple tools and environments across an organization. 与依赖人工输入的现有企业级自动化不同，AI 代理能够自主协调复杂任务，并与组织内的多种工具和环境进行交互。

In early applications that center on customer service, HR, and sales, adoption of agentic AI has led to productivity gains of 30-50%. Their autonomy positions agents more as collaborators than tools, working side-by-side with human employees in blended teams that look poised to upend traditional workplace dynamics. 在以客户服务、人力资源和销售为中心的早期应用中，代理式 AI 的采用已带来 30% 至 50% 的生产力提升。其自主性使代理更像是合作伙伴而非工具，它们与人类员工在混合团队中并肩工作，有望彻底改变传统的工作场所动态。

More than three-quarters of HR leaders believe that the deployment of AI agents will transform existing workplace norms, driving a complete reappraisal of how roles and responsibilities are distributed, how skills are prioritized, and how workplace culture is shaped. 超过四分之三的人力资源领导者认为，AI 代理的部署将改变现有的工作场所规范，推动人们全面重新评估角色与职责的分配方式、技能的优先排序以及工作场所文化的塑造方式。

Though many admit they’re in the early or preparatory phase of this shift, 86% of chief HR officers predict that navigating digital labor shaped by agentic AI will be a central component of their role in the years ahead. 尽管许多人承认他们正处于这一转变的早期或准备阶段，但 86% 的首席人力资源官预测，驾驭由代理式 AI 塑造的数字劳动力，将成为他们未来几年工作中的核心组成部分。

Fluency in the change management aspect of agentic AI adoption will be a crucial differentiator when it comes to unlocking the full potential of the technology going forward, believes Ateet Jayaswal, chief culture and employee experience officer at Wipro, a leading technology services and consulting company. This moment is one that he says, “calls for a mindset shift in how HR leaders would enable their organizations.” 领先的技术服务与咨询公司 Wipro 的首席文化与员工体验官 Ateet Jayaswal 认为，在未来充分释放该技术潜力时，对代理式 AI 采用过程中的变革管理能力将成为关键的差异化因素。他表示，当下“要求人力资源领导者在如何赋能组织方面实现思维模式的转变”。

Redeploying roles to enable higher-value work

重新部署角色以实现更高价值的工作

As AI agents assume ownership of more complex and integral tasks, the distribution of roles and responsibilities within an organization will undergo significant change. It’s estimated that three-quarters of current roles will require redesign, reskilling, or redeployment by 2030 as a result of agentic AI. 随着 AI 代理承担起更多复杂且核心的任务，组织内部的角色和职责分配将发生重大变化。据估计，到 2030 年，四分之三的现有职位将因代理式 AI 而需要重新设计、技能重塑或重新部署。

For leadership, this shift should be about reskilling employees toward higher-value work in order to optimize the potential of an agent-human hybrid workforce, says Jayaswal. Jayaswal 表示，对于领导层而言，这一转变应侧重于通过技能重塑引导员工从事更高价值的工作，从而优化人机混合劳动力的潜力。

For example, Wipro is a complex organization of 240,000 employees across 65 countries. It previously had multiple policies, documents, and knowledge fragmented across different systems, which delayed response to employee queries. But the company has recently integrated a custom agentic AI assistant—an agent co-created in partnership with enterprise agentic AI platform Ema Unlimited—that can swiftly navigate this complex system, assuming responsibility for 50 HR tasks that had previously fallen to human employees. 例如，Wipro 是一家拥有 24 万名员工、业务遍及 65 个国家的复杂组织。此前，其多项政策、文档和知识分散在不同系统中，导致对员工咨询的响应延迟。但该公司最近集成了一个定制的代理式 AI 助手——这是与企业级代理式 AI 平台 Ema Unlimited 合作共同创建的代理——它能够迅速浏览这一复杂系统，并承担了此前由人类员工负责的 50 项人力资源任务。

With the help of an AI agent, average response time to queries has lowered from 48 hours to five seconds. Human employees have more time to focus on work “that requires a creative and imaginative mind and cross-functional collaboration, leveraging diverse ideas and thoughts to problem-solve,” says Jayaswal. 在 AI 代理的帮助下，查询的平均响应时间已从 48 小时缩短至 5 秒。Jayaswal 说，人类员工有了更多时间专注于“需要创造力和想象力以及跨职能协作，并利用多元化的想法和思维来解决问题”的工作。

The AI agent, meanwhile, handles rote administrative tasks like sorting timesheets or helping employees navigate policies and take actions in the flow of work. When reallocating employee responsibilities, though, it is imperative that humans remain in the loop, Jayaswal caveats. 与此同时，AI 代理负责处理诸如整理工时表或帮助员工查阅政策并在工作流程中采取行动等机械性的行政任务。不过，Jayaswal 提醒道，在重新分配员工职责时，必须确保人类始终参与其中。

When agentic AI is incorporated into enterprise technology, it must work with sensitive and personal data and therefore needs even more stringent guardrails and constraints than consumer applications. “When you expose an AI agent to organizational data, when you integrate it into multiple enterprise systems, then pathways around the AI agent become extremely important,” he says. “It’s an evolving space that leadership needs to have front-of-mind.” 当代理式 AI 被纳入企业技术时，它必须处理敏感和个人数据，因此比消费级应用需要更严格的护栏和约束。他说：“当你让 AI 代理接触组织数据，当你将其集成到多个企业系统中时，围绕 AI 代理的路径就变得极其重要。这是一个不断发展的领域，领导层需要将其放在首位。”

Governance should include robust data privacy rules and the establishment of governance layers, such as an AI council, he suggests. 他建议，治理应包括健全的数据隐私规则，并建立治理层级，例如设立 AI 理事会。

At a fundamental level, the adoption of AI agents will force a re-evaluation of human roles, believes Jayaswal. Rather than employees primarily performing repetitive tasks or troubleshooting, a significant proportion of their time will shift to designing, teaching, and optimizing an AI agent that can do this work for them with far greater speed and predictability and without the agent getting bored. Jayaswal 认为，从根本上讲，AI 代理的采用将迫使人们重新评估人类的角色。员工不再主要执行重复性任务或进行故障排除，他们很大一部分时间将转向设计、教授和优化 AI 代理，使其能以更快的速度和更高的可预测性完成这些工作，且不会感到厌倦。

“The nature of your job changes from being the hero who comes in to solve the problem to designing the hero who can solve the problem,” he summarizes. “The individuals who I have seen thrive in this environment are the ones who make this shift.” “你工作的本质从‘亲自解决问题的英雄’转变为‘设计出能解决问题的英雄’，”他总结道，“我所见过的在这一环境中蓬勃发展的人，正是那些完成了这一转变的人。”

An evolving employee skillset

不断演变的员工技能组合

Just as roles and responsibilities will be reconfigured to reflect the input of AI agents, the core skills of human employees will be reprioritized. More than four in five HR leaders say they’re planning to reskill workers to become more competitive in a market shaped by AI agents. 正如角色和职责将被重新配置以反映 AI 代理的投入一样，人类员工的核心技能也将被重新排序。超过五分之四的人力资源领导者表示，他们计划对员工进行技能重塑，使其在由 AI 代理塑造的市场中更具竞争力。

Technical skills will be increasingly important. Leading employers such as Salesforce, Danone, and Walmart are already rolling out dedicated AI and digital skills programs that aim to equip everyone from frontline workers to C-suite executives with a baseline level of AI literacy in response to the pervasiveness of the technology. 技术技能将变得越来越重要。Salesforce、达能（Danone）和沃尔玛（Walmart）等领先雇主已经推出了专门的 AI 和数字技能项目，旨在为从一线员工到高管的每一个人提供基础的 AI 素养，以应对技术的普及。

But desirable soft skills will also evolve, Jayaswal points out. Employees who assign tasks to an AI agent need to plainly articulate what modular steps may be needed to accomplish a task, what the desired outcome should be, and what parameters or guardrails need to be in place to ensure the agent doesn’t access or share confidential data. 但 Jayaswal 指出，所需的软技能也将随之演变。向 AI 代理分配任务的员工需要清晰地阐明完成任务所需的模块化步骤、预期的结果，以及需要设置哪些参数或护栏，以确保代理不会访问或共享机密数据。

As HR executives adapt to a blended workforce, three skills are emerging as top priorities during recruitment, according to a recent survey: relationship building, like forging constructive partnerships and account management; collaboration; and adaptability. 根据最近的一项调查，随着人力资源高管适应混合劳动力，招聘时的三大优先技能正逐渐显现：关系建立（如建立建设性的合作伙伴关系和客户管理）、协作能力以及适应能力。

Maintaining a healthy workplace culture

维护健康的工作场所文化

In freeing up human employees to focus on higher-value tasks, the hope is that AI agents can elevate the employee experience, deepening fulfilment and satisfaction in the workplace. “At Wipro, 通过让员工从繁琐工作中解脱出来，专注于更高价值的任务，人们希望 AI 代理能够提升员工体验，加深工作场所的成就感和满意度。“在 Wipro，