AI at Work · Source published 25 November 2025
Research signal
McKinsey Global Institute’s November 2025 report examined work partnerships between people, agents and robots. Its technical automation potential is not a prediction of realised job losses.
Source: McKinsey Global Institute — Agents, robots, and us · 25 November 2025.
Event Systematic perspective
A workflow can contain physical movement, information processing and human judgement. Optimising only one component may leave the overall service unchanged. The useful starting point is the customer or operational outcome, followed by the sequence of work required to achieve it.
In an equipment-service business, an agent could organise a request, a technician could diagnose the issue and a physical system could support parts handling. The value depends on the handoffs, information quality and recovery process. Workforce planning should therefore consider the combined system and the skills needed to coordinate it.
Put it into practice
- Map the process from request to accepted outcome, including waiting and correction.
- Assign responsibility at every handoff between people and systems.
- Measure the complete service before attributing value to a single automated task.
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