Workforce design
Mixed Workforce
Research propositionDesign work so people and agents have clear roles, limits and accountability.
- AgentPrepare bounded work
- PersonReview the exception
- OwnerApprove and remain accountable
The problem
Adding an agent changes more than task speed. Someone must define its work, decide what it may do, review difficult cases and remain accountable for the outcome.
Illustrative example
A small, practical starting point
An agent could prepare a service-response draft while a person handles an exception and approves the response. A mixed-workforce design would make the handover, evidence and stop conditions explicit before widening the agent's authority.