Browsing: Augmentation

For the past few years, leaders have debated whether artificial intelligence will automate jobs or augment workers. That framing made sense when AI primarily assisted employees with individual tasks. But as organizations begin deploying agentic systems that can execute entire workflows, a more consequential question is emerging:How should organizations use agentic AI to reimagine workflows…

89% of contact center leaders expect humans to remain central to customer support. So why are employee training and workforce readiness consistently ranked as the lowest priorities in AI investment decisions? The gap between stated intention and operational reality is striking.