Mcsey

&company

People&OrganizationalPerformancePractice

Thefutureofwork

isagentic

Thedigitalworkforceishappening.Here’swhatitmay

looklikewhenhumansareworkingsidebysidewithAI

agents—andhowtopreparenowforthissurprisingly

near-termeventuality.

June2025

Thinkaboutyourorgchart.Nowimagineitfeaturesbothyourcurrentcolleagues—humans,ifyou’relikemostofus—andAIagents.That’snotsciencefiction;it’shappening—andit’s

happeningrelativelyquickly,accordingtoMcKinseySeniorPartner

JorgeAmar

.Inthisepisodeof

McKinseyTalksTalent

,JorgejoinsMcKinseytalentleaders

BrookeWeddle

and

Bryan

Hancock

andGlobalEditorialDirectorLuciaRahillytotalkaboutwhattheseAIagentsare,howthey’rebeingused,andhowleaderscanpreparenowfortheworkforceofthenot-too-distantfuture.

Thefollowingtranscripthasbeeneditedforclarityandlength.

FromgenerativetoagenticAI

LuciaRahilly:Jorge,welcometoMcKinseyTalksTalent.

JorgeAmar:Thankyouverymuch.Excitedtobehere.

LuciaRahilly:Jorge,therewasagreatlittlepieceinTheWallStreetJournalcalled“

Everyone’s

talkingaboutAIagents.Barelyanyoneknowswhattheyare

.”WhatexactlydowemeanwhenwetalkaboutagenticAI?

JorgeAmar:I’llstartwhereIthinkmostpeoplestillare,whichisgenerativeAI.GenAIismostlyareactivetypeofAIfocusedongeneratingcreativecontent,triggeredbyapromptoran

instructionfromanindividual.

NowifwecontinuetheevolutionofAIintoagentic,westarttocometoaverydifferentreality.Thefirstdifferenceiswe’retalkingaboutAIthatisnotonlygeneratingcontent.Itisexecutingonatask,onamandate,onaparticularinstruction.AnAIagentisperceivingrealitybasedonitstraining.Itthendecides,appliesjudgment,andexecutessomething.Andthatexecution

thenreinforcesitslearning.Itlearnsifwhattheagentdidwasgoodorbadandthenfeedsthatbackin.

Sowe’regettingintothenextstep:AIdecidingwhattodoonitsown.WestarttogetintothiscompleteAIworkforce.YourAIagentscouldnowbetheevolutionandthecreationofadigitalreplicaoftheentireworkforceofanorganization.

LuciaRahilly:OK,Jorge.You’rescaringus.Let’stalkthroughsomeusecasesthatmighthelpbringthistolifeabit.WhatdoesagenticAIlooklikenowinthewild?

JorgeAmar:It’sstilltheWild,WildWestoutthere.ButI’lltry.Rightnow,manycompaniesarestartingtoexperiment.Typically,theenvironmentsinwhichtheyaredeployingagentsareverydeterministic,withaclearprocesstofollow.ThinkofIThelpdesks,orsoftwaredevelopment,orcustomerservicetickets:anyenvironmentwhereacustomerasksforsomethingandthere’sawell-definedprocessafterward.Theagentpicksitup—decideswhatistherightprocess,the

rightcontentarticletoberetrieved,therightinformationtobegathered—andthentriggersanaction.

Thefutureofworkisagentic2

Thefutureofworkisagentic3

‘YourAIagentscouldnowbethe

evolutionandthecreationofadigitalreplicaoftheentireworkforceofanorganization.’

—JorgeAmar

BryanHancock:InHR,we’reseeingagenticAIintalentacquisition.Agentscleanrecords.Theytrytounderstand,“Ofthevastuniverseofpotentialcandidates,howdowecleanthedataandunderstandwhotherightcandidatemightbe?”Thenaseparateagentgoesthroughandscoresthosecandidatesanddoestherankingandthesourcingprocess.Aseparateagentreachesouttogaincontactandscheduleinterviews.

AndthenI’veseenacoordinatingagentthatsitsontopoftheoverallprocess,interactingwiththoseunderlyingagents.Haveyouseenthatkindofcoordinatingagentprocess?Andhowdoyouevencreateanagentthatcoordinatesacrosssomeofthosediscretesubprocesses?

JorgeAmar:Ihaveaclientthatisalreadydoingthefirstscreeningofallcandidatesforthefront

lineentirelywithagents.AndIhaveevenseenonestepfurther:AIagentsbeingdeployedfortraining.

Thinkofacallcenterorstoreenvironment.Yougenerateanagenticcustomer,andyousay,

“Thisisatypeofcall.Thisisatypeofcustomer.Recordaninteraction.”It’snotonlysimulatingarealphonecall.You’realsogettinglive,detailedscoringofhowyou,asafrontlineemployee,aredoinginthatinteraction.Areyouusingtherightwords?Haveyourememberedeverysinglestepoftheprocess?Itgivesyouverydetailedcoachinginstructions.

Probablybefore,asupervisorinacallcentercouldlistentothree,fivecallsperagent.Nowyougetasummaryofeverysinglecall,withadetailedbreakdownofallthethingsthishumanagentisdoingwellandcoulddobetter.

Thefutureofworkisagentic4

Youcanfocusyourcoaching,youronboardinginamuchmoretargetedwaybecauseyouknowexactlywhichskillstodevelop,whichtraitstoemphasize.Andit’snotonlyrecruitingand

training;youcouldevendothesamethingfor

performancemanagement

.

HowagenticAIisalreadychangingwork

BrookeWeddle:Jorge,itsoundslikeyou’repointingtoexampleswhereagenticAIhasallowedcompaniestoachievegreaterlevelsofproductivity.Recently,the

WorkTrendIndexannual

report

cameout,oneofMicrosoft’sflagshippublicationsinworkforce.AnditfoundthatathirdofexecutivesareconsideringusingAItoreduceheadcountinthenext12to18months.But

nearly50percentsaidtheywereconsideringmaintainingheadcountbutusingAIasdigital

labortoboostproductivity—ascomplementarytohumanskills.Whathaveyouseenintermsofusecases?

JorgeAmar:ItisstillearlydayswhenitcomestowhatIcalldecouplingthecreationofcapacity—automatingtasksthatotherwisewouldhavebeenperformedbyahuman—andthe

monetizationofcapacity.Themonetizationofcapacityisitsownindependentthing.

Oneofthepotentialpathscanbe,“I’mgoingtoreduceheadcount.”Moreandmore,some

executivesI’mtalkingtoareinterestedin,“Imightreduceheadcount,butIalsomightwantto

dothingsdifferently.”Supposeyourcompetitiveadvantagewasyourcallcenteragents.IfAI

bringseveryonetothesameparitylevel,howdoyoudifferentiate?Whataretheimplicationsforyourworkforcewhenyoucandifferentiatebyhavingthebestalgorithm,thebestagentic

frameworkoutthere—butatthesametime,howdoyoucomplementthatwithhumanstodothingsthatotherwisewouldhavebeencostprohibitive?

I’llgiveyouoneexample.Lastweek,Iwastalkingwithoneofmytravelclients—andyoucould

picktheairlineorcruiselineofyourchoice.Whatifyounowhadyourownpersonalized

conciergelookingatyourtravel,givingyouverydetailedrecommendationsonhowtonavigatetheairport,suggestingthetypeoffoodyoucouldpickuponyourwayandevencreatingthe

orderforyou,andthengettingtothefinalpointinwhichithelpsyouboardtheplaneandmakessureyouhavespace?Thepossibilitiesareendlesswhenitcomestofiguringoutorcreatingnewanddifferentworkflows,newprocesses,newwaystosurpriseanddelightyourcustomersthatyoucouldn’thaveotherwise.

BryanHancock:AndIimagineyoucanalsodosomeofthesametowardyouremployees.Howdoyousurpriseanddelightacrosstheemployeejourney?Howdotheseagentsactuallyget

created—andgetcreatedinawaythat’sspecifictoprocessesinanyonearea?

JorgeAmar:We’reallstillfiguringoutthebestway.Therewasaquoterecentlyalongthelinesof,“ITwillbetheHRofAIagentsofthefuture.”Iwoulddividethecreationofanagentintoafewdifferentsteps.Thishelpsusunderstandwhoisdoingwhat.

Thefutureofworkisagentic5

First,thereclearlyneedstobearationalefromthebusiness:customersupport,marketing,

sales,HR.Theywoulddefine,“WhatistheneedforanAIcapacity?”anddecide,“WhataretheparametersofwhatthisAIcapabilityneedstoperform?”

ThentheywouldworkwiththeirITorAIfunctiontoeitherdeveloporprocuretheiragentic

capabilities.Inmanycases,thespecificityandcomplexityoftheseAIcapabilitieswillrequire

thesecompaniestodeveloptheiragentcapabilitiesin-house,becausetheycannotfindtheminthemarket.It’sgoingtobeahybridsituation.

Oncethatcapabilityexists,youhavetoonboardandtrainthatagent,whichwecall“tuning”anagent.Tuningtheagentrequiresanumberofthings:agoodarticulationandunderstandingoftheprocessyouaretryingto“agentize,”aswellasasubjectmatterexpertwhoreally

understandstheinsandouts.

Youalsoneedsomeonewhounderstandstheavailabledata—acontentspecialistwhoissaying,“Thesearethecontentarticles,thecorpusofknowledgeyouneedtotrainyouragent,”andwhomakessurethatknowledgeisuptodate.Inoneofmycases,wetrainedtheagent,andthe

agentstartedtospitoutabunchofCOVID-relatedpoliciesthatwerenolongerrelevant.Soyouneedtomakesurethedataisaccurate,relevant,anduptodate.

Last,youneedagood,robustprompt-engineeringskillset:someonewhocanteach,train,andtunetheagentbysaying,“Whenthecustomeroryouremployeesaysthis,thisiswhatthey

mean.Thisiswhattheyaretryingtoaccomplish.AndthereforedoX,Y,Z.”

BuildingandmanaginganAIworkforce

BrookeWeddle:Jorge,youmentioned

ITbecomingtheHRofAIagents

.And,ofcourse,itwasJensenHuang,theCEOofNvidia,whosaidthisrecently.Whenyouthinkaboutadigital

workforce,whosejobisittoensurethatdigitalworkforceisreachingitsfullpotential?IsitmoreintherealmofIT?OristhisaspacewhereHRmighthaveafewthingstosay,sinceforalong

time,gettingmanagerstoreachtheirfullpotentialhasbeenmoretheirpurview?

JorgeAmar:SomepioneeringcompaniesinthisspaceareexpressingtheirorgchartsnotonlyinnumberofFTEs[full-timeemployees]butalsoinnumberofagentsbeingdeployedineverypartoftheorganization.SoIthinkwearegoingintoaworldwhereyou’llhavetothinkabout

yourworkforceasbothagenticandhuman.AndIdon’tthinkITwillbeabletodothisalone.ITwillbecriticalinenablingthefoundationalelementstotrainanagent—thedatastack,therightprocurement,therightplatformfortrainingandtuningtheagents.

Now,thetruemissingpieces:oneisthebusiness.Nobodywillbeabletotrainanagentifyou

don’tknowintimatelythepolicies,theprocesses,whatreallydifferentiatesyoufromabusinessperspective.

Thefutureofworkisagentic6

AndthenIthinkHRwillplayakeyrole—first,toreallypushthebusinessonwhatcanbedone

fromahybridworkforceperspective.Second,andwestartedseeingthisinoneofmyclients,iswherethetechnologyisupandrunning,butthenumberofliveinteractionsisnotcomingdown.Thereisabigchangemanagementcomponentthatcomesintoplay.HRwillbeabsolutely

criticalthere.

Howdoyoutellyour20-year-tenuredemployeeinthecallcenter,“Nowthereisthisagentthatisgoingtodothejobmuchbetterthanyou”?Thispersonwouldprobablysay,“HowcanthisAIthingythatgottrainedyesterdayreplacemy20yearsofexperience?”Andthereisabigstep

towarddrivingtheincentivesforusage,rolemodelingcommunication,andcreatingtheright

changestoryfortheseemployeestounderstand,“Lookatallthegreatpossibilitiesthisunlocksforyou.”

ThistellsmeHRstillwillplayacriticalroleintheadoptionofthisagenticworkforce.MaybeHRwillnotbescreeningeachresume,butitwillbecriticalindrivingthechangemanagement

effortsinadoptinganagenticAIworkforce.

LuciaRahilly:Jorge,it’ssointerestingtoheartheanthropomorphictermsyou’reusingto

describetheseagents—existingintheorgchart,forexample,orasadigitalworkforce.Tobe

clear,aretheseagentsbeingconstruedastoolsorasaclassofdigitalworkers—neo-colleaguesofsomekind?

JorgeAmar:Idothinkofitasaworkforce.Thisisaworkforcethatwillconductend-to-endprocesses,replacingmanytasksbeingperformedtodaybythehumanworkforce.Itwill

augmentthetasksahumanworkforceisperformingtohelpmakeitbetter,faster,moreefficient.

Somecompaniesoutthereareevenpromotingthisnotionofazero-FTEdepartment—anentirefunctionfullyperformedbyanagent.Thenyouhaveonthesidehumansintheloopcontrollingormonitoringwhattheseagentsaredoing.Puttingphilosophicaldebateaside,Ithinkweshouldthinkofagentsasaparallelworkforceforallintentsandpurposes.

EarningemployeetrustintheAIage

LuciaRahilly:Youmentionedadoption,andwesooftenhearadoptioncitedasaprimary

challengeinrealizingthevalueofAI.HowdoyouseehumansintheworkplacetakingtothisnotionofcollaboratingwithAIagents?

JorgeAmar:It’sstillabigchallenge.I’llgiveyouoneexample.Insomeofthefrontline

environmentswhereIspendalotoftime,someoftheneweragentsorthenewerrepstendto

embraceAIfaster.Why?Becauseifyou’rejustcomingintoafrontlineenvironment,theback

officeiswhereyouneedtolearnallthesethings,andnowAIisguidingyouthroughtheprocess.That’sgreat.Itmakesthejobeasier.ButsomeofthemoretenuredemployeesresistAIquiteabit.It’sreallychallengingforthem.

Thefutureofworkisagentic7

‘SoIthinkwearegoingintoaworld

whereyou’llhavetothinkaboutyourworkforceasbothagenticandhuman.’

—JorgeAmar

Theotherbigelementisthatmanyemployeestellus,“IcannottrustanAIblackboxoutthere

thatisdoingthis,soIwillusetheAIresult,butatthesametime,I’mgoingtohavemyown

calculations.”Therefore,you’renowduplicatingwork.Therearemanyoftheseelementsthatwillbecriticalincrackingthecodetoadoption,becausemyfearisthatwewillendupwithhuge

investmentsandverylittlevaluerealized.

BryanHancock:Whodoyouthinkisgoingtoleadthewayinadoption?

JorgeAmar:First,there’sgottobeaclearmandatefromthetop.LeadersshouldmakesuretheyarerolemodelingandintegratingAIintothewaytheyspeakandwhattheydo.

Second,evaluatetheperformanceofAIinajointfashion.Oneofmyclientsseestheresultsofboththehumanandtheagenticpartsoftheoperationinthesamedashboard.Thebusiness

manager,theVP,andtheSVPevaluatethejointperformanceofboththeirworkforces.

Third,thisspaceischangingweekbyweek,daybyday.Youneedtodesignanoperatingmodel,asetofprocesses,thatallowsyoutoadapt.Themoreflexiblethisoperatingmodel,thebetter,becauseotherwiseyou’regoingtobemakinginvestmentsinatechnologyorasetofalgorithmsthatthreemonthsfromnowaregoingtobedifferent.

Ifyouputallthatinthemix,someofthesmallercompanies,start-upenvironments,havealittlebitofanadvantage.ButtherealityisthatsomeoftheseLLMs[largelanguagemodels]oragentplatformsarenotgoingtobetrainedonsmallcompanies.Soitiscriticaltogettothelarger

companiesandsay,“Hey,I’mgoingtomaketheperformanceoftheseevenbetter.”Howtodothatinaneffectivewayinthatenvironmentis,tome,thecruxofthisissue.

BrookeWeddle:Whatskillsaregoingtobecomemoresalientinhumanleaderstogetthemostoutofagents?

Thefutureofworkisagentic8

‘Somecompaniesoutthereareevenpromotingthisnotionofazero-FTEdepartment—anentirefunctionfullyperformedbyanagent.’

—JorgeAmar

JorgeAmar:First,HRwillneedtobeatleastbusinessproficientinwhatanagenticworkforcecando.Howcanyoudriveachangemanagementprogramifyoudon’tknowwhatyouragentic

workforcecanandcannotdo,orwhatwillbepossibleinthreeyears?

Second,IthinkHRwillplayanimportantroleinreskillinghumanemployees.Today,youcan

probablyfullyagentizetheworkloadofalevel-onesupportengineer.Butyoumightwantto

repurposethatpersontobecomeapromptengineerortodocontentgenerationforAItraining.AnHRfunctionthatcandothatatscaleisanothercriticalcomponentandskillsetthatHRwillneedtodevelopifyouthinkaboutthenextthree,fiveyears:“Whatistheevolutionofthatrole?”

Lastisbeingreallygoodat

empathy

,understandingthechangestory,helpingemployeesonboardintotheirownAIjourney,andmakingithappeninawaythatisnotthreatening:“Look

atalltheotherpossibilitiesyoumighthaveinthefuturewithintheorganization.”Articulating

thatveryclearlyandhelpingemployeescomealonginthatjourneyisgoingtobeanothercriticalcomponent.

BrookeWeddle:TheWorkTrendIndexannualreportImentionedearliertalksabouttheneedtoevolvefromanorgcharttoaworkchart.

JorgeAmar:Yes,andyouprobablysawthattheCEOofShopifyreleasedamemosaying

somethingalongthoselines:“Beforeyouaskfornewheadcount,showmethatAIcannotdothework.”

BrookeWeddle:Thatwasalmostpositionedasamoreradicalstance.Butinmyconversations,it’sverymuchapartoftheconversationalready.Iverymuchthinkthat’sanowthingversusafuture

thing.

JorgeAmar:Thereareacoupleofelementswealsoneedtoputonthetabletosaywhynowornotnow.Iwoulddescribetheminthreebroadcategories.Numberoneisthattogetanagentup

Thefutureofworkisagentic9

‘Therearemanyoftheseelementsthatwillbecriticalincrackingthecodetoadoption,becausemyfearisthatwe

willendupwithhugeinvestmentsandverylittlevaluerealized.’

—JorgeAmar

andrunning,youdoneedagoodtechnologystackanddatastack.Andtherearemanythingsbeingdonetocreatenewdata,generatewhatwecallsyntheticdatafortrainingpurposes.

Numbertwo,thereareanumberofconcernsaboutsecurityandrisks,fromdrift,hallucination,bias,andanyofthechallengeswithsomeoftheseLLMs.Forexample,whatifanagentis

talkingtoyourcustomersupportagent,andtheygeneratetheirownlittledynamicsand

negotiation,andnowsuddenlyyouendupwitha90percentdiscountonyourproductbecauseyoutrainedyouragentintochurnreductionandchurnavoidance?Howdoyoucontrolthat?

Maybeyouneedtotrainawholenewsetofagentsthataremonitoringthedifferentnegotiationsanddifferentdiscounts,andanythingthattouchesyourCRM[customerrelationshipmanagement].

Andthethirdis,“Whatisthecost?WhatarethedifferentusabilityconsiderationsfromaUX

[userexperience]andUI[userinterface]perspective?”It’sgreatthatyoumighthaveavery

conversationalchatbot,butifitlookslikethe1990sinterfaceofhowyouwereinteractingon

someofyourmostfamousmessagingplatforms,customersarenotgoingtouseit.SoIthinkitisaverynowconversation,butitalsorequiresustotacklesomeoftheseissuesaroundrisk,

data,usability.Becauseotherwise,it’sgoingtogointopurgatory.

BrookeWeddle:That’snotwherewewanttogo.Clear.

LuciaRahilly:Obviously,it’svitaltobetalkingaboutthisnow,planningforitnow.But

acknowledgingthatpredictionsarefreightedwithuncertainty,whattimeframedoyouthinkwe’retalkingaboutforagentsreallytotakeeffectatscaleincompanies?

Thefutureofworkisagentic10

JorgeAmar:Itdependsonwhoyouask.Someofthehyperscalersandtechnologycompanieswouldtellyouthattheyarealreadydeployingit,andtheyare.ManyoftheotherorganizationsItalktoaresaying,“Ineedtounderstandthis;Ineedtoevaluateit.”Andwe’reprobablylookingat18to24monthsoutbeforeitreachesfullscale.Ibelievethatthereareafewelementswhereit’lltakealittlebitoftime,makingsureeveryoneiscomfortabledeployingthematscale.

Preparingtheworkforceoftomorrow

BryanHancock:Jorge,I’vegottwocollege-agekids.Whatadvicedoyouhaveforthemasthey’rethinkingthroughtheircareersandhowtoengageinworkinafuturethatisagentic?

JorgeAmar:Iwashavingthisconversationafewweeksagowithafriend’ssonwhoaskedme:“MaybeIshouldjustdropoutofcollegeandbecomeapromptengineer.”Andlook,IthinktherearecertainjobsthataregoingtobefullytransformedbyAI.Thesenet-newroles,suchas

promptengineerandcontentspecialist,willbecomemorerelevantinorganizations.Iwould

expectthisdemandtobehigherthanwhatthemarketcanofferwhenitcomestojustcollege.Therefore,Ithinkwewillhavetogothroughareskillingatscalewithintheexistingworkforce.

Ontheotherside,howdoyoudifferentiate?Ifyoudifferentiateonlybyhavingthebestpromptengineer,fine.Ithinkthatisaskillsetthatatacertainpointyouwillcatchupon,becauseyoucouldevenhaveanagentthatdoespromptengineering.

Butifyouthinkthemostimportantelementacompanyhasisthetrustofandtherelationship

withtheircustomers,doyouneed

ahumanworkforcethatismoreempathetic

?Because,again,youmightbeOKtalkingtoachatbottorescheduleanappointment.Butifyouwerejustinan

accident,doyouwanttotalktoahuman,ordoyouwanttotalktoabot?

Howdoyouemphasizeskillsintheincominghumanworkforcethathelpacompanyestablish

relationships?Thiscouldbethesourceofdifferentiationforyourcompany.Thiscouldbethe

competitiveadvantage:“Iofferasuperiorservice.Iofferamorehumantouchandsurprise-and-delightexperience.”

Formyfriend’sson,Iwasopeninghismindintermsof,“Hey,maybepromptengineeringisfine,butmaybemyartsbackgroundwillbevaluableintomorrow’sworkforcebecauseIwillbeabletounderstandhumanfeelingsinawaythatnoagentwillbeabletodo.”

BrookeWeddle:Jorge,ifIreflectonwhatyou’resaying,Ithinkit’sagoodtimetoconsiderthebroaderculturalimplicationsofhavingadigitalworkforce.Andsomeofthatrelatesbacktothevaluesofacompany.Asyouthinkaboutincorporatingandonboardingagentsaspartofan

organization,howdoyoudothatinawaythatisconsistentwithyourcompanyvalues,whereyoumightprioritizecollaboration,psychologicalsafety,orhavingdifficultconversations?It’sareallyinterestingquestiontoasktogetfullvaluefromthedigitalworkforce.

Thefutureofworkisagentic11

‘YoumightbeOKtalkingtoachatbottorescheduleanappointment.Butifyouwerejustinanaccident,doyouwanttotalktoahuman,ordoyou

wanttotalktoabot?’

—JorgeAmar

JorgeAmar:Ahundredpercent.That’swhyweareseeingmoreandmorecompaniesstartto

experimentwithemployee-facingagentsmorethanjustfullend-customer-facingagents.Becausehowdoyoumakesurethateveryinteractionisinlinewithyourcorporatevalues,withyouridentity,withyourbrandstandards,withthewayyouwanttoaddressacustomer?

That’swhyIthinkwe’regoingtogofirstthroughtestingandscalingofanemployee-facingagenticworkforce.Andthen,overtime,incertaindiscretemoments,youmightwanttodoit

withyourendcustomer.Youmightwanttodocertaintasksthataremundane:customer

authenticationorverificationorcallsummarization.But,again,youdon’twanttooutsourcetoanagentoradigitalagentthecoreoftherelationshipwithyourcustomer—ornotjustyet.

LuciaRahilly:Ireadthearticleyourecentlycoauthored,Jorge,about

agenticAIinthecontext

ofcustomercare

.Ifounditfascinatingthatoneofthefindingswasthatalmostthree-quartersofGenZrespondentstoyoursurveybelievedlivecallswerequickestandsimplest.Evenyoungercohortsseemtopreferhumaninteraction.Thatpointstothetremendouschangemanagementprocessthatwillhavetohappenforthistotakehold.

JorgeAmar:Sofunnyyoumentionthat.GenZerswouldbebotherediftheygotaphonecallfromtheirparents,right?Theywouldprefertointeractbytext.Iamsureanyonewhohaskidscanrelatetothat.Butforcustomersupportneeds,theyprefertotalk.

Sowhenwewerediggingalittledeeperintowhytheyprefertotalktotheirprovider,insurancecompany,telcocarrier,bank,theyallmentionedthesame:“Mysituationissounique,so

importanttome,thatIjustwanttotalktoahumanwhowillgivemethatpersonalizedand

uniquesolutionIwon’tbeabletogetthroughabot.”Andtherealityismaybe80percent,

90percentofthoseinteractionsarethehumangivingthemtheexactsameprocess,but