Editorial
Agents are rapidly gaining ground in the workplace, but employees are signaling there are limits to how far they want this technology to go. Research by Workday shows that while 75% of workers are comfortable teaming up with AI agents as collaborators, only 30% are comfortable being managed by an agent.
This striking figure shows both the promise and the tension of agent adoption: employees see value in AI as a partner that can streamline tasks, surface insights and improve productivity — but they are hesitant to cede authority and judgment to machines.
At the same time, enterprises and software vendors are charging ahead hoping not to receive a luddite reaction from their employees. This includes developing job descriptions for agents. According to the same report, 82% of companies are expanding their use of AI agents, eager to harness efficiency gains and competitive advantage. Yet the data makes it clear that successful adoption requires more than just scaling the technology — it demands thoughtful integration that preserves a human touch.
Why AI Agents Need a Human Touch
Companies will need to strike a balance between automation and empathy, ensuring their agents actually empower people rather than replace the uniquely human elements including leadership, trust and accountability. The organizations that get this right will not only unlock the benefits of agentic AI but also build workplaces where people feel valued, supported and willing to embrace the future.
"Agentic AI is tailor-made to streamline and automate workforce activities, freeing up HR staff for more strategic and productive activities," said John Haggerty, distinguished Dresner Advisory Services analyst. He suggested that, combined with generative AI, agents can remake the interaction model between workers and HR teams, with agents doing the heavy lifting in reguards to HR administration tasks and onboarding/training activities.
“As agentic AI become more prevalent in firms of all sizes, organizations prefer it to be deployed initially in an ‘assist’ capacity; over time, they will evaluate whether certain agents should run autonomously (without human intervention), further streamlining decision-making, planning and key business processes."
Related Article: AI Agent vs. Agentic AI: What’s the Difference — And Why It Matters
Where AI Agents Most Impact How People Work
"We're entering a new era of work where AI can be an incredible partner, and a complement to human judgment, leadership and empathy," said Kathy Pham, vice president of AI at Workday. Building trust means being intentional in how AI is used and keeping people at the center of every decision. Her company's research, she emphasized, shows “AI agents are set to transform many of the data-heavy tasks that currently require significant time and effort.”
Agents are poised to play a central role in areas such as IT infrastructure and technology provisioning, as well as in forecasting, planning and scheduling for HR and finance, she added. “These are areas where AI’s ability to process and analyze vast amounts of data can create substantial gains in efficiency."
This signals a future where jobs are not eliminated but fundamentally reshaped, with AI handling the heavy lifting of data while humans focus on higher-order judgment and empathy that machines cannot replace.
What Tasks Are Likely to Be Transformed or Reallocated?
Nearly 90% of employees believe AI agents will help them get more done. Yet, alongside this optimism, many also voice concern about unintended consequences:
- 48% worry that productivity gains will lead to increased pressure
- 48% fear a decline in critical thinking
- 36% anticipate less human interaction
The reallocation of tasks like forecasting, planning and scheduling signals the beginning of powerful partnerships between people and technology. When AI agents take on routine, data-intensive work, employees gain the freedom to focus on uniquely human skills — empathy, creativity, strategic decision-making and ethical judgment. For instance, doctors can spend less time writing up notes and more time with patients, while CPAs can shift from manual data entry to providing more strategic client counsel.
Ultimately, the future of work will not be defined by how many tasks AI can automate but by the quality of work people can achieve because of it.
To unlock this potential, organizations need to embrace what Pham described as a “Chief Work Officer mindset,” in which leaders intentionally design how work gets done across the company. By redefining roles and processes to optimize human-AI collaboration, businesses can ensure that agents augment — not erode — the human side of work.
Related Article: Building the Skills to Succeed as an AI-Augmented Worker
What Does Effective Augmentation Actually Look Like in Practice?
David De Cremer, in "The AI Savvy Leader," argued that truly AI-savvy leaders recognize technology not as a replacement but as a partner to human workers. This partnership, he explained, is essential for successful transformation — and it requires strong leadership to guide adoption.
Establishing clear boundaries for AI is central to building employee trust and driving greater adoption. Without this intentional leadership, employees remain skeptical. Today, only 36% of those exploring AI agents trust their organizations to use them responsibly. But among those further along in adoption, trust soars to 95%, showing that direct experience with AI builds confidence.
Still, workers are drawing clear lines around how far AI should go. Most see agents as valuable teammates, but not full members of the workforce. Trust also varies by task. It is highest for support functions such as IT troubleshooting and skills development, but lowest for sensitive areas like hiring, finance and legal matters — domains where human oversight and accountability remain non-negotiable. The discomfort is strongest when AI crosses into leadership roles:
- Only 30% of employees are comfortable being managed by an agent
- Only 40% are comfortable with AI making critical financial decisions
- Just 24% are comfortable with AI operating unseen in the background.
What Happens When AI Matures in the Workplace
"The key is to be transparent about what AI can and can't do and how it operates."
- Kathy Pham
VP of AI, Workday
According to Pham, her company's research shows that effective augmentation happens when companies are intentional about setting clear boundaries for AI.
"The key is to be transparent about what AI can and can't do and how it operates. This involves deciding which parts of work should be touched by AI and which should not, and then communicating those decisions to employees."
When people understand and trust the guardrails in place, she continued, they're more comfortable with AI as a collaborative partner and supportive tool. AI empowers people, rather than managing or replacing them.
In practice, this means giving employees the right governance, guidelines and offering ongoing communication. As organizations mature in their use of AI, trust and comfort levels rise significantly, and the relationship between humans and agents evolves into genuine collaboration. “The goal is both productivity and meaningful engagement for everyone,” Pham noted.
Webinar
Sep
25
CMS Briefing: A Live Look at What’s Next in AI-Driven Platforms
Learn how leading organizations are using AI‑driven tools to publish faster, personalize smarter and stay secure.
Register
Webinar
Oct
15
Agentic AI Playbook Real-World Customer Service Use Cases You Can Deploy Now
Boost self-service by 30% and slash call volume by 63% with agentic AI.
Register
Webinar
On demand
Ready or Not: How Data-First Organizations Are Unlocking Agentforce Potential
Learn how to cut through the noise, activate Agentforce and build a Salesforce AI strategy that actually delivers.
Watch Now
Webinar
On demand
AI in Customer Service: Faster Resolutions, Happier Customers
Don’t let rising demand burn out your team. See how to build a smarter, more resilient support org.
Watch Now
Webinar
On demand
From Hype to High-Impact CX Strategies That Actually Scale
Turn buzzworthy AI and outsourcing trends into measurable CX wins with fresh 2025 data.
Watch Now
Webinar
On demand
Insights to Action Rethinking the Contact Center for Real Business Impact
Join our exclusive webinar to hear CX executives share their innovative strategies for transforming service delivery.
Watch Now
Related Article: 7 Ways Leaders Can Address AI Anxiety at Work
The Future of Work Is Human-Led, AI-Supported
The story of AI agents in the workplace is not simply one of technology adoption — it is a test of leadership, trust and intentional design. Employees are open to agents as collaborators, but they also want firm boundaries that preserve the uniquely human aspects of work. In this environment, AI becomes less a threat and more a trusted partner, augmenting human skills rather than displacing them.
The future of agents will hinge not on how many tasks they can automate, but on how well they enable people to do higher-quality, more meaningful work. Organizations that embrace this shift thoughtfully — balancing efficiency with empathy, automation with accountability — will gain the full benefits of agentic AI while creating workplaces where employees feel empowered and engaged. As Pham put it, the real opportunity lies in “transforming how we work together,” ensuring that technology and humanity move forward in tandem.
Learn how you can join our contributor community.
