麦肯锡：2025年人才与组织绩效实践：未来工作将由智能体驱动报告（英文版）

And then I think HR will play a key role—first, to really push the business on what can be done from a hybrid workforce perspective. Second, and we started seeing this in one of my clients, is where the technology is up and running, but the number of live interactions is not coming down. There is a big change management component that comes into play. HR will be absolutely critical there. How do you tell your 20-year-tenured employee in the call center, “Now there is this agent that is g