Agent Driven Workforce Transformation
Learn how to develop the AI-enabled workplace transformation strategy that is right for your organization.
The impact artificial intelligence (AI) is making on traditional business operations is deepening. This webcast discussed how AI is redefining digital transformation and unlocking new opportunities for workforce value, particularly around productivity, innovation, customer and employee experiences, cost, and culture, through new ways of working defined by human-AI collaboration.
Panelists discussed the following topics:
The Future of the Workplace
Today, the ability to continuously develop an organization’s workforce is a competitive advantage as well as an immediate business imperative. The opportunities for AI to either replace or augment certain work tasks and processes are on the rise: Analysts estimate by 2030, 30 percent of work hours in the US economy could be automated through AI.
Organizations that have moved in this direction are doing so by having to define what an AI-enabled workforce means for productivity. This evaluation requires a strategy that is closely twined to factors unique to the organization itself. There are currently five workforce transformation categories to consider:
- AI Upskilling and Adoption: In a holistic workforce, where humans and AI co-exist, a formal upskilling and reskilling program is required. This helps human workers not only to see the value of the new technology, but to interact with it successfully.
- Enterprise AI Assistants: AI programs like ChatGPT and CoPilot are good examples of ways to increase worker knowledge while adding significant productivity.
- Function/Skill based AI Agents: AI agents that serve functional roles in a formal process help amplify the presence of AI within the organization.
- Process Re-Orchestration and Governance: More formal guidance is required when organizations implement digital labor into work across the enterprise.
- Continuous Human-AI Workforce Planning: Here, when the previous four steps are complete, organizations can develop a way to make it sustainable in accordance to the organization’s growth strategy.
How to Get There: Three Steps to Unlock an AI Workforce Strategy
To move forward, organizations must build capabilities by following three key steps:
Identify the opportunities and AI’s potential value of by assessing the departments, roles, tasks, activities and skills impacted by AI.
- This results in a clear understanding of current workforce tasks, activities, and skills, and where AI can add the most value.
- Also, this creates the new capability to develop a business value case, AI upskilling plan, and general technology roadmap aligned with value priorities.
Augment the workforce with a well-structured adoption program to carry out the opportunities outlined above. Redesign roles to adopt AI, ensuring sustainability with its rapid evolution by prioritising human-centric change and adoption activities.
- This results in upskilling key roles with AI, the integration of agents into the human-AI workforce ecosystem, ongoing adoption and upskilling throughout the organization, and data-driven measurement tracking of effectiveness, impact, and value.
Reshape your human-AI workforce continuously through AI-driven insights, talent strategy, and organizational models.
- The outcome is a human-AI workforce designed to increase productivity, increase efficiency, and drive value.
How to Reshape the Workforce Through AI
The reshaping of the workforce requires re-assessing the future role of high-performing employees and how their expertise can be used to shape new roles, and how to augment these new roles with AI in the process of replacing existing roles. There are four ways organizations can approach this transformation:
Automate: Mundane tasks that can be handled by AI systems allow employees to focus on strategic initiatives, innovation, and problem-solving activities that require human insight and nuanced understanding.
- 76% of leaders agree or strongly agree AI will automate specific tasks but will not replace roles entirely, according to the KPMG AI Quarterly Pulse Survey.
Reskill: Augmented roles and those supporting new technologies will need to be reskilled with new or enhanced capabilities.
- The same survey shows that 57% expect AI to help underperforming employees improve their capabilities.
Consolidate: Integrate and streamline roles and teams resulting in potentially reduced spans and layers.
- Likewise, 26% of organizations are using agents to recruit and source new employee candidates.
Redeploy: Shift employees to new or open roles by automating repetitive activities. This efficiency frees up human talent and deploys it to areas where their skills and creativity have a more substantial impact.
- Also, the survey shows that 69% agree or strongly agree AI will help strong performers focus on more strategic work.
How KPMG Can Help
KPMG is uniquely positioned to assist organizations with enterprise-wide AI transformation as it intersects with workforce transformation. Human-centric offerings allow KPMG to successfully augment organizations’ workforce while building new capabilities and inspiring employees to infuse AI into their everyday work. KPMG guides organizations in thinking holistically about AI adoption, thereby increasing potential ROI and time to value.
One way KPMG does this is by helping to integrate AI into the human resources sector of an organization, namely talent acquisition. Using AI agents in talent acquisition ultimately drives operational efficiency, reduces cost, improves compliance, and elevates the enterprise’s capability to attract top talent through superior candidate experiences. The AI journey is as follows:
Workforce Assessment: AI Agents analyse team resources and budgets to understand gaps and scope for talent acquisition.
Candidate Attraction: Agents support creating and posting job opportunities, using previous job descriptions, organisation HR policies, market role and rate information, and HR team inputs.
Offer Preparation: Agents create a tailored job offer letter for the candidate, aligned to organisation HR standards.
Acceptance and Onboarding: Agents enable clear communication and issue resolution during offer and onboarding to build candidate trust and confidence.
KPMG and ServiceNow
Finally, the alliance between KPMG and the ServiceNow AI platform helps companies modernize processes by applying AI to reduce manual tasks with automated, intuitive experiences that help improve productivity and efficiency across the enterprise. The platform capabilities of ServiceNow enable teams to focus more on more rewarding work and empower them to deliver greater strategic value for the enterprise.
The agents work across all sectors of the enterprise – risk and security, IT, human resources, CRM, finance and supply chain, and application development – to generate productivity gains, and free up hours for both employees and customers.
Today, AI agents are driving an estimated $325 million of annualized value across the company. In addition:
- ServiceNow has driven an annualized 25% increase in productivity without increasing order management headcount in the last 5 years.
- AI Agents have improved productivity 53% in server patch management process including scheduling, updating and maintaining server software by applying patches, updates, and fixes to improve security, performance, and stability.
- AI agents freed up more than three million hours for people.
- AI Agents are helping drive developer productivity by 20% so developers can shift focus to innovation
- 72% of customer support requests are self-serve and do not require any live help
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