Reimagining work with AI agents: Enabling a more collaborative workplace

Today's workplace feels like it could have been lifted straight from the pages of a pre-2000s science fiction novel. Emails are sorted by importance while you sleep, predictive algorithms identify bottlenecks before they even arise, and generative AI sends you a polished recap of your last virtual meeting before you've had a chance to settle into your next task.

But a recent Pega survey of over 2,100 working adults in the US and UK who use digital tools in their jobs revealed that beneath the sleek surface of workplace technology, a quiet tension brews. Workers are torn between gratitude for how these AI-powered advancements have made their lives easier, and a nagging doubt: can I trust this tool to have my back (or at least not jeopardize my role)?

The study, which defined "AI agents" as software programs or tools powered by artificial intelligence that can assist with various tasks, such as generating content, analyzing data, automating repetitive processes, or providing recommendations, paints a nuanced picture. While 51% of workers use AI agents at least once a week, 44% expressed concerns about these tools' inability to replicate the human intuition and emotional intelligence they see as essential to their jobs. The question is no longer whether AI belongs in the workplace-it's how to ensure it truly supports the people who use it.

The trust gap: What's holding workers back?

The excitement surrounding AI is palpable, but so are the reservations. Workers are more connected to AI than ever before, but their concerns reveal a tension between promise and practice.

• Accuracy and reliability: For all its processing power, AI isn't infallible. Employees know this, and they're right to tread carefully when the stakes are high. A typo in an email is one thing, an error in a legal document or medical diagnosis is another. Without confidence in AI's precision, workers hesitate to hand over the reins.
• Identity and ownership: AI can write, predict, and even recommend, but whose work is it, really? Workers are wary of signing off on AI-generated content that doesn't feel entirely their own, with 39% reporting they "don't feel good about submitting AI-generated work." The hesitation isn't just professional - in many cases, it's personal, tied to a deeper sense of pride and integrity in their contributions.

These are not small hurdles. They speak to a fundamental question: how do we implement AI that collaborates with workers rather than looms over them?

Reimagining the partnership between humans and AI

Agentic AI marks a new era in workplace collaboration, where technology supports, amplifies, and evolves alongside human talent. It's not here to replace your best employee or your most creative thinker. It's here to amplify every employee's strengths, smooth over inefficiencies, and support them where they need it most.

Here's a taste of some key benefits:

• A true partner: Agentic AI thrives on collaboration. Think of it as the ultimate team player - ready to analyze data, generate insights, and provide recommendations while leaving the final decisions to human expertise.
• Real-time accuracy: By focusing on continuous learning and contextual intelligence, Agentic AI is built to minimize errors. It's not just about being fast, it's about being thorough and precise. For workers navigating high-stakes environments, this can reliably shift AI from a novelty into a necessity.
• Task personalization: No two jobs (or employees) are the same. Agentic AI adapts to individual needs, whether that means drafting a marketing campaign or flagging anomalies in a financial report. It's a bespoke tool in a world too often dominated by one-size-fits-all solutions.

The result? A working dynamic that feels less like man versus machine and more like manwith machine, where technology enhances, rather than diminishes, human potential.

Why trust begins with training

Even the most sophisticated AI won't have an impact if employees don't know how to use it - or don't trust it enough to try. This is where companies often misstep, rolling out AI tools without the infrastructure to support adoption. Our survey revealed that 40% of respondents believe that better training would make their AI agents function better, and 42% believe that enhancing accuracy and reliability would make their AI agents function better. Two strategies can bridge the gap:

1. Training for confidence: Workers need to feel empowered, not intimidated, by the tools at their disposal. Effective training programs should include:
   • Clear demonstrations of how Agentic AI integrates into workflows.
   • Practical exercises showing how to validate and refine AI-generated outputs.
   • Real-world case studies that showcase success stories in similar roles or industries.
2. Transparency as policy: Trust grows when people understand what's happening behind the scenes. Companies must ensure that AI systems operate with visibility by making sure they can explain how decisions are made and acknowledging any limitations. Employees don't need every line of code, but they do need to feel the system isn't a black box.

Imagining what's possible with Agentic AI

The potential of Agentic AI lies in its ability to transform how we work - not by replacing people, but by elevating their roles and enabling them to focus on what truly matters. Consider how workplaces could evolve with the thoughtful integration of Agentic AI:

• In healthcare: Imagine administrative staff freed from the grind of juggling appointments and managing patient schedules. With Agentic AI optimizing workflows, these professionals could dedicate more time to ensuring patients feel cared for, creating a healthcare experience that's as efficient as it is compassionate.
• In finance: Picture financial analysts no longer buried under mountains of data. Agentic AI could handle the heavy lifting by sifting through datasets, flagging irregularities, and simulating economic scenarios. This would allow analysts to shift their focus to interpreting insights and crafting strategies, unlocking new opportunities for growth and innovation.
• In creative industries: Imagine copywriters and designers with AI-powered collaborators that help brainstorm ideas and draft initial concepts. Instead of starting from scratch, they'd have more time to refine, iterate, and push the boundaries of creativity. Here, AI wouldn't replace human ingenuity, it would supercharge it.

These examples share a common theme: AI as an enabler, not an endpoint.

Why the moment to act is now

If there's one thing the workforce has made clear, it's this: technology must work for them - not the other way around. Agentic AI is an opportunity to reshape how work gets done, fostering collaboration between humans and machines in ways that boost efficiency, satisfaction, and trust. But this transformation won't happen by accident.

Organizations must take intentional steps to support their teams through this shift. That means investing in training, ensuring transparency, and prioritizing solutions that enhance human capabilities rather than supplanting them. For companies willing to make this commitment, the benefits are profound - a workforce that's not only more productive but more engaged, more innovative, and more confident in the tools at its disposal.

The future of work isn't about choosing between humans and AI. It's about building partnerships that elevate both. Agentic AI is already proving it can meet this challenge. The only question left is whether your organization is ready to do the same.

Ready to explore the art of the possible with AI? Try out Pega Gen AI Blueprint™ today.

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