2025 AI時代下的人機協(xié)同：重塑工作及勞動力研究報告 Humans,AI and Robots The economics of reinventing work and the workforce

Theeconomicsofreinventingworkandtheworkforce2.每日分享：6+份行研精選、3個行業(yè)主題3.報告查找：群里直接咨詢，免費協(xié)助查找4.嚴(yán)禁廣告：僅限行業(yè)報告交流，禁止一切無關(guān)信息AsAItechnologiesproliferate,industryleadershaveauniqueopportunity—notjusttoenhanceef?ciencybuttounIocKentireIynewparadigmsofindividuaI,economic,organizationaIandsocietaIvalue.TheWhartonSchooloftheuniversityofpennsyIvaniaandAccentureareIaunchingagIobaIresearchinitiativetohelptheseleadersunderstandwhyandhowtoachievethatimpactatscale.Ourfocus:understandinghowafutureshapedbythedeepintegrationofhumanstrengthswithgenerativeA,-poweredagentsandrobotscanfundamentaIIyrede?neworKacrossindustries.OurgoaI:providearobustfact-baseandasuiteofaction-orientedinsightstoheIpexecutivesarchitectthistransformation—notaspassiveparticipantsbutasdesignersofaneweconomicandorganizationalreality.EarlyhypothesesandinsightsfromWhartonandAccenture’slatestndingsoerourstartingpointandapreliminaryroadmapforexecutivesandpolicymakersseekingtonavigatetheagenticagewithresponsibiliandpurpose.ExecutivesummaryA,coIIaborationisrapidIyevoIving.OrganizationshaveanopportunitytoamplifyintelligenceandadjustcapacitybyintegratinghumaninsightwithA,precisionandroboticef?ciency.ThisintegrationrequiresaclearunderstandingofthechallengesAIisuniquelysuitedtoaddress,theareaswherehumanexpertiseexceIs,andthecircumstancesthatbene?tmostfromapurposefuIandcoIIaborativebIendofboth.,taIsoinvoIvespreparingindividualstoleadtheirownagenticandroboticteamsandequippingthemforthatfuture,whilecontinuouslyapplyingthisknowledgeacrosstheenterpriseasthesefactorsevolve.Theeconomicsofworkandworkforcewillshiftinconcertwiththeproliferationofgen-A,-powereddigitaIandroboticagents.TomanagethesedynamicsweII,businessIeadersmust?rstunderstandtheeconomicimpactofeachworkforcecomponent—onindividuals,operationaIteams,functionsandsub-functions,aswellasacrossthevaluechain.Then,theyneedtoanticipateandoptimizetheoveralleffectsoftheseimpactsonthecompany’s?nanciaIstatements,incIudingtobaIancevaIueagainstcost,whiIeprioritizingthehumanexperienceatwork,willpushsomecompaniesfaraheadofothersinperformanceandpro?t.Humans,AIandRobots:Theeconomicsofreinventingworkandtheworkforce.3ExecutivesummaryHumans,AIandRobots:Theeconomicsofreinventingworkandtheworkforce.4ForbusinessestodeveIoptheir“changemuscle”—theabiIitytomaximizetheinterpIaybetweenhumaningenuity,A,androboticscapabiIities—executivesmustIeadinnewwaysbybecomingarchitectsofcontinuouschange,ensuringthecompanyisalwaysfuture-ready.Thiswillcallforanewapproachtotalent,incorporatingpredictiveworkforceplanning,prioritizingadaptabiIityover?xedskiIIsetsandimplementingAI-driven,personalizedlearning.Itwillalsorequirecontinuouslytestingandre?ningthebaIancebetweenhumanandA,contributions.Tosucceed,organizationswillneedthetrustoftheirpeople,soleadersmustcreateanenvironmentwherepeoplecandoworktheyloveinawaythatsupportsinnovationandgrowth.Aswiththeindustrialrevolutionandothermajortechnologicalshifts,thisemergingtransformationwiIIhavebroadimpactsonsociety.QuestionsarealreadyarisingaboutanticipatedimbaIancesinskiIIsandIabor,theneedforeducationaIandcorporatetrainingreforms,geographicandgeopoliticalimpacts,humandignityandautonomy,socio-economicgapsanddiscriminationandbias.ThesechaIIengeshighlighttheneedforalignmentacrossfourkeyareas:corporatpoliciesandstandards(bothwithinandacrossindustries);governmentalregulations(cross-industryandcross-neededtoadaptthehumanworkforcetoanewapproachestowork(acrosseducationalsystemsandenterpriserulesandguiderails(thatwilldirecttheuseofthesetechnoIogiesatscaIe).,fbusiness,governmentandinstitutionalleaderscoIIaboratewithintentandpurpose,thetransformationofworkcansigni?cantIybene?tsocietyasawhoIe.ExecutivesummaryHumans,AIandRobots:Theeconomicsofreinventingworkandtheworkforce.5Throughournewresearch,weaimtounderstandtheeconomicsofthecombinatoriaIworkforce—humans,autonomousagents,androbots—andidentifywaystoreimagineworkattheindividual,functional,andvaluechainlevels,aligningwiththedeploymentofthisnewworkforce.Weaimtouncovereffectivewaysofpairinghumancreativity,empathyandjudgmentwiththeprecisionandscaIeofdigitaIagentsandrobotswithinagenticteams.Bydoingso,weexpecttodemonstratehowthemostsuccessfulcompaniesofthefuturewiIIrede?nethenatureofworkforceeconomicsandachieveanewIeveIofperformance.ThesecompanieswiIIbeweII-preparedforcontinuouschange,recognizingthatasustainabIeeconomicadvantageinvoIvesnotonIyef?ciencybutaIsothestrategiccreationofnewvaIue.AdditionaIIy,theywiIIbaIance?scaIresponsibiIitywithacommitmenttoprioritizingpeopIe’sweIIbeingandsenseofpurpose.successdependsnotonreactingtochange,butondesigningit—strategicaIIy,thoughtfullyandwitharelentlessfocusonsharedvalue.PleasereachouttotheauthorsifyouwouIdIikeyourorganizationtocontributetothisimportantendeavor.HowdoestheHuman+workforce(e.g.,onsiteandremotetalent,robotics,autonomousagents)impactcostperunitandvaIueatdifferentlevelsofadoption(individual,operationalteam,function/sub-function,end-to-endvaIuestream)?Whatactions(enhance,add,changemix,restructure)atwhichorganizationaIIeveIdriveinlectionpointsincostperunitandvaIue?Howdocostreductionsandvaluegainsimpactacompany’skey?nanciaImetricssuchasgrossmargin,returnonassets(ROA)andreturnoninvestedcapitaI(RO,c)?HowcancompaniesdeterminewhichsetofactionsarerightfortheirorganizationandtheoptimaIpaceofinvestment?Humans,AIandRobots:Theeconomicsofreinventingworkandtheworkforce.6JamescrowIeyGIobaIProducts,ndustryseIenkaraca-Grif?nGIobaIProductsorganizationLeadorganizationLeadGIobaIProductsstrategyLeadTheauthorswouldliketothankthefollowingpeople:Fortheirthoughtpartnership,contributionsandreviewofthereport:BobPauI,EricBradIow,MatthewBidweII,>FortheircontributionstotheoveraIIthoughtIeadership:DevonDaIy,susanziegIer;fortheircontributionstotheworkforceresearch:,sabeIThomas,JessMajekodunmi;fortheircontributionstoBiopharmaagentictwinresearch:EeshanAnshuI;fortheircontributionstotheBiopharmavaIuecase:AIexBIumberg;foreditoriaI:ReginaMaruca;formarketingandcommunications:LauraRoss>0203Organizations04societyRedeningthenatureofworkasthefullycollaborativeHuman+workforcecomesintofocusA,andadvancedrobotics,proIiferate,themodernworkforceisundergoingasigni?canttransformation.NoIongerwiIIitbefuIIyhuman,orevenhumansdirectingmachines.,nstead,itwiIIbeHuman+.Thisnewworkforcewillseamlesslyintegrateon-siteandremoteemployeeswithautonomousagentsandinteIIigentrobots,rede?ningproductivity,coIIaboration,decision-making,andorganizationalstructure.Organizationsmustnowrethinkhowtheystructurework,managetalentanddriveeconomicadvantage.ManagingtheeconomicsofthistransformationisaIreadybecomingthenewperformancefrontier.EnsuringworkerwelfarewithaneyetobetteringsocietywiIIbethekeytoachievingsustainabiIity,innovationandresiIience.,twiIItaketremendousleadership,perseveranceandsteadfastnesstoensureresponsibIechangeandforesighttodeveloppracticesthatcanevolveasneedsarisewithoutthreateningtheprogressthathasbeenmade.Whatwillittaketosucceedinthisnewenvironment?Thisreport,partofan18-monthresearchprojectbetweenAccentureandtheWhartonSchoolattheUniversityofPennsylvania,exploresthatquestionthroughfourlenses:IndividuaI(thepotentialofintegratingpeoplewithAItechnologiesatscale),Economic(tnewdynamicsofeconomicadvantage),OrganizationaI(thepathtorealizingpotentialgainsatscale)andSocietaI(thecriticalrippleeffectsoftoday’sdecisionsandtheneedforintentionalaction).Thereportoffersoverarchingquestionsalignedtoeachlens,alongwithearlyhypotheses,supportedbyrecentresearch?ndings.UItimateIy,ourgoaIistoprovidebusinessIeadersandotherstakehoIderswitharobustfact-baseandactionabIeinsightstoinformtheirstrategicdecisions.Here,weofferapreliminaryroadmapforbusinessIeadersandpoIicymakersseekingtonavigatetheagenticagesuccessfullywithresponsibiIityandpurpose. The/artofthepossibIe’isevoIving.IndividualsWhatdoesitmeantoamplifyintelligenceandcapacitythroughaworkforcethatcombineshumaninsightwithA,precisionandroboticef?ciency?ReducedtotheessentiaIsAtitscore,itmeansleveragingtheircomplementarystrengths:humancreativity,intuitionandadaptabiIitypairedwithA,,scapacityfordataanalysis,patternrecognitionandef?ciency.,nhealthcare,1forexampIe,A,hasbecomeanindispensabIepartnertomedicaIprofessionaIs,enabIingmoreaccuratediagnosesthroughenhancedanalysisofmedicalimagesandpatientdata.2Increativeindustries,artistsanddesignersareincreasinglyusingAItoolstoexploreinnovativetechniquesandrede?netheboundariesoftheirwork.MeanwhiIe,A,-poweredrobotshaveproventheirvaIueinimprovingef?ciency,reducingproductionvarianceandenhancingquaIityinoperations.LongitudinaIdatafromStatisticsCanadahasdemonstratedhowroboticsminimizemanageriaIoversightwhiIeensuringconsistency,enabIingbusinessestoadoptnewperformancemetricsandincentive-basedmodeIs.Suchexamplesunderscoretheprofoundpotentialofpairinghumancreativityandmachinelearning,eveninskiII-based,dynamicenvironments.3Acomprehensivemeta-analysis4basedon106experimentscon?rmsthatbIendinghumanandmachineeffortisn’talwaystherightapproach.IncaseswherehumansaloneoutperformedAIalone,theresearchersfoundthataugmentinghumanworkwithAIassistanceresultedinperformancegains.ButwhenAIaloneoutperformedhumansalone,researchersfoundthatcombininghuman-machineeffortsresuItedinlosses.Inthosecase,itmakesmoreautonomousA,agents,aIbeitwithconstantmonitoringtopreventoraddressunintendedconsequences.TheykeyisunderstandingwhichtasksarebestsuitedforAIaugmentationorautonomousperformance.ResearchindicatesthatcognitiveabiIities—particuIarIycIassi?cation,categorizationandpatternrecognition—aretheprimarydriversofAI’seffectiveness.5RoIesrequiringsensoryabiIities,suchasvisuaIandauditoryperception,areaIsoprimeopportunitiesforAIenhancement.ByaligningtaskstothestrengthsofAIandhumans,organizationscanmaximizethecombinedpotentiaIofhumaningenuityandmachinecapabiIity.Humans,AIandRobots:Theeconomicsofreinventingworkandtheworkforce.10IndividualsAtotalofAtotalofapprox.50agentsFunctionsthatwiIImostbene?tToanticipatehowBiopharmacompanieswillintegrateAItechnoIogies,incIudingdigitaIagentsandrobots(physicaIagents),,nsights&anaIyticsMarketingSourcingandprocurementMarketaccessandpricingAccenture,nsights&anaIyticsMarketingSourcingandprocurementMarketaccessandpricing50%aresuperagents40%areutilityagentsAnaIyticsAgent,andResearch50%aresuperagents40%areutilityagentsAnaIyticsAgent,andResearchAgent,HandlingSystems,VisionInspectionsystems,andseriaIizationRobots.Thisbottom-upanaIysisincIudedmatchingeachofthe3ootaskstovariousdigitaIandphysicaIagentsasappIicabIeandassigningautomationpotentialtoeach.Byaggregatingtheimpactoftheseagentsatthefunctionlevel,theresearchteamgainedacomprehensiveviewofwhatpercentoftimespentonvarioustasksandfunctionswiIIbene?tfromagents.,nadditiontheresearchdemonstrateshowphysicalanddigitalAIagentswillreshapeworkforcedynamicsinBiopharma—essentiallycreatingapictureofan“agentictwin”ofabiopharmacompany.InitialanalysisshowsthatthesedigitalandphysicalagentscreateanannuaIopportunityof$18o-24oBintheUs,forthebiopharmaindustry.ThisincIudesboththecostreductionsbasedonautomation,improvementsinCOGsandR&DproductivityandrevenueupIiftsbasedonacceIeratedtimetomarketandpeaksaIes.source:AccentureResearch.2o25.seeAbouttheResearchsectionformoreinformation.Humans,AIandRobots:Theeconomicsofreinventingworkandtheworkforce.11IndividualslnluenceworkforceHoursinBiopharmaEnterprisespercentageofTotaIWorkforceHours,mpactedbyA,andAutomationAgentsAcrossaBiopharmaEnterpriseOrchestratorAgentnameStrategicadvisorSmartqueryagentLearningguide0.91%0.29%0.21%source:AccentureResearch.2025.seeAbouttheResearchsectionformoreinformation.AgentnameProductioncompanionHRcompanionProjectcompanionFinancecompanionR&DcompanionInfrastructurecompanionITcompanionCompliancecompanionQualitycompanionCriticalthinkerMedicaIcompanionMarketingcompanionPatientcompanionSalescompanionLegaIcompanion2.30%2.00%0.93%0.76%0.40%0.32%0.31%0.29%0.27%0.21%0.21%0.19%AgentnameRoboticequipmenthandIingsystemVisioninspectionsystemsAgentnameRoboticequipmenthandIingsystemVisioninspectionsystemsAutomatedsamplepreparationAutomatedpickingandsortingHigh-throughputscreeningDisinfectingandsanitizationPalletizinganddepalletizingRoboticpaIIetizingseriaIizationrobotsWeighingandsortingcarton?IIingandseaIingscrubbing,vacuumingRoboticstorageandretrievaI3.73%2.59%0.94%0.82%0.81%0.62%0.55%0.52%0.47%0.44%0.42%0.38%AgentnameAssistantAnalyticsQualityControlAuthorcapacity&skiIIAdvisorTechSupportLearningandDeveIopmentReporting6.96%2.70%2.55%1.06%0.87%0.84%0.80%0.66%0.45%0.27%0.01%Humans,AIandRobots:Theeconomicsofreinventingworkandtheworkforce.12Thenew,bIendedworKforcewiIIUnIocKtransformativegrowthandpro?tabiIitythattransIateintosigni?cantsharehoIderrewards—forcompaniesthatcancaIibratetheeconomicimpactofeachcomponentaccurately.Humans,AIandRobots:Theeconomicsofreinventingworkandtheworkforce.14TheeconomicsofworkandworkforcewillshiftinconcertwiththeproIiferationofgen-A,-powereddigitaIandroboticagents.Tomanagethesedynamicswell,leadersmust?rstunderstandtheeconomicimpactofeachworkforcecomponent—onindividuals,operationalteams,functionsandsub-functions,andacrossthecompany’sentirevaIuechain.Then,theyneedtoanticipateandoptimizetheoveralleffectontheacompany’s?nanciaIstatements,incIudingpro?tabiIity,assetef?ciencyandreturnoninvestedcapitaI(RO,c).,t’sanincredibIycompIexprospect(seeboxforathumbnaiIsummary).consider:FromtraditionaIon-sitehumanIabortoremotearrangements(includingoutsourcing,offshoringandwork-from-home),physicalanddigitalAIcanincreaseindividualproductivity.Augmentingworkers’abiIitiescanenhancetheiroutput,whileintroducingautonomousagentsandroboticscantransformtheirroIes,asdiscussedearIier.Theformersimplyimprovesanindividual’sproductivity.ThelattercompeIsanindividuaItobecomeateamIeader,managingautonomousagentsandrobotsbysettingtheirgoaIsandensuringtheyaresuccessfullycompletingtaskspreviouslyperformedbyhumans.,nitiaIIy,bothactionsareIikeIytoincreasecosts.Howetheycanalsoincreaseanindividual’soverallproductivity,creatingopportunitiestoincreaseindividualworkcapacity.Humans,AIandRobots:Theeconomicsofreinventingworkandtheworkforce.15EconomicsIntegratingphysicalordigitalAIexpandscapacitybyautomatingrepetitiveorstructuredtasks.Forexample,anorchestratoragentcanmanageworklows,dynamicaIIyassigningtasksbasedonskiII,avaiIabiIityandpriority.,tautomatesroutineactivitieswhileescalatingcomplexissuestohumanworkers,ensuringef?cientcoIIaborationacrossonsiteempIoyees,digitaIagents,outsourcedteamsandrobots.AdjustingthebaIanceofonsite,remote,digitaIandphysicaIworkersrede?nesteamstructures.ef?ciency.Suchautomationcanaddresslong-standingsystemiccapacityconstraints,enabIingorganizationstomeetbothcurrentandfuturedemandsmoreeffectively.ThecombinedimpactsoftheseadvancementsattheindividualandteamlevelshouldcompeIexecutivestorede?netraditionaIorganizationaIstructuresatthesub-functionandfunctionlevel.overaIIcapacityofeacharea,creatingReimaginingworkthroughtheIensofgenA,andagentictechnoIogies,bynecessity,leadstocontinuouslyevolvingstructuralchangesacrossthevaluechain,asleaderskeepcaIibratingthemixtoachieveaninterconnectedworklowthatmaximizesef?ciency.AnorganizationcouIdevendeveIopa“l(fā)excapacity”modeI,whereanewfunctionmanagesdemandforecastingandispreparedtoscaleupagentsandtemporaryworkersrapidlytoaddresssuddenincreasesindemand.andpro?t.Humans,AIandRobots:Theeconomicsofreinventingworkandtheworkforce.16Eachelementofthefutureworkforcewillimpactacompanys?nanciaIstatementsdifferentIy.Ononehand,roboticscanreducedirectIaborcostsandimproveoperationaIef?ciency,contributingtohighergrossmarginsandhigherassetutiIization,thusenhancingreturnonassets(ROA).Ontheotherhand,incorporatingAI-drivenagentsmayrequirecapitaIinvestmentsfortheinitiaIbuiIdandthenshiftexpenditurestooperationalexpensestorunthem.ThiswouldrequirecIosemanagementofmarginsbutwouIdaIsoprovideagilityduringworkloadspikes.Similarly,leveragingremotetalentfromcost-effectiveregionscanreduceIaborexpenseswhiIeimprovingscaIabiIity.Thecomplexityofmanagingworkforceeconomicsinthisneweracannotbeunderestimated.variationsmatter.ThefoIIowingtabIeoffersasnapshotofcurrentagenticpricingmodeIs.De?nitionAdvantagesDe?nitioncasestudychargesa?xedratepercustomerinteractionorconversation,regardlessoftheoutcome.predictabIecosts,scaIabIewithusage,transparentpricing.differentiatebetweenvaIuabIeandtrivialinteractions.SalesforceAgentforce($2perconversation).Outcome-BasedonlyforsuccessfuloutcomesachievedbytheAIagent,suchasresolvedcustomerinquiriesorcompletedtransactions.DirectIytiescoststovaluedelivered,strongalignmentwithcustomersuccess.PotentialdisputesoverwhatquaIi?esasasuccessfuloutcome;costunpredictabiIity.Zendesk(chargesonlyforsuccessfullyChargeowclaiming25%ofthechargebacks.Subscription-chargesa?xedmonthlyorannualfeebasedontiersthatofferdifferentlevelsofservice,features,orusagelimits.predictabIecosts,easytobudget,alignswithtraditionalMaynotrelecttrueAlagentvalue:couIdbeinef?cientforbusinesseswithluctuatingneeds.OpenAlOperator,combineseIementsofdifferentpricingmodels,suchasabasefeeforconversationsplusadditionalfeesforsuccessfuloutcomes.predictabIerevenuewithincentive-basedpricing;alignscostswithbothusageandresults.MorecompIexthansingle-modelpricing;requiresclearsuccessmetrics.pricingisbasedontheestimatedClearlytiesAlpricingtotangibIecalculation.ReplacementRequirespricingisbasedontheestimatedClearlytiesAlpricingtotangibIecalculation.ReplacementRequiresdetaiIedcostanalysis;maybedif?cuIttostandardizeacrossindustries.EconomicsHumans,AIandRobots:Theeconomicsofreinventingworkandtheworkforce.17Foranillustrationofthisconcept,seeFigure1.Theverticalaxisshowsthekindsofactionsacompanyaxisshowstheorganizationalunitinvolved.Onthevertical,companiescan:TheworkofanindividuaIwithtech&A,AddGen-A,-poweredagentsandroboticstoteamsRede?nethepyramidviaremoteworkers,roboticsandagenticteamsRethinkandreorderend-to-endprocessesOrgUnitOrgUnitImpactIndividualOperationalteamsub-functionActionsAddChangemixRestructureSalesrepisSalesrepisgivenAItoolstoimproveproductivity(enhance)saIesrepbecomesateamwithagentsreportingtoher(add)Operationalsalesteamisamixofonsitesalesreps,agentsreportingtothemandworkingwiththem,andremoteresourcessupportingsalesactivities,withhighercapacityCompletereinventionofE2EcustomeracquisitionprocessNetIncomeSalesforcechangesitsorganizationalstructuretointegrateastrategicmixofonsiteandremoteemployees,autonomousagents,androbotics.EconomicschangessubstantiveIychangessubstantiveIyattheteamorfunctionlevel,andthespanofworkercontrol.Orchestratoragentscouldroutehigh-valueleadstoseniorsalesreps,deIegateroutinefoIIow-upstochatbotsandtriggerroboticinventoryrestockingrepsfocusonhigh-valueconsultativesellingwhileonsiteteamshandlecomplexnegotiationsorrelationship-drivensaIes.RoboticscouIdstreamIinephysicaloperationsinretailandlogistics,automatingorderprocessing,restockingandevencustomerserviceatkiosks.Theycouldalsoanalyzereal-timeperformancedataandadjustworkforcedistributiontooptimizeproductivityandcostef?ciency.Anorganizationcouldevendevelopa“l(fā)excapacity”modeI,whereanewfunctionmanagesdemandforecastingandispreparedtorapidlyscaleupagentsandtemporaryworkerstoaddresssuddenincreaseddemand.Costsgodownasoutputstayslevelorincreases.Puttingitalltogether,Figure2illustratestheprogressionofcostandvalue.areaugmentedbytooIssuchascopiIotandAI-analytics.ThesetoolsprovidereaI-timeinsightsintocustomerbehaviorandpreferences,allowingsalesrepstowritemeetingsummariesmoreCompletereinventionofE2ECustomerAcquisation(restructure)ef?cientIy.whiIethesetooIsincreasetheproductivityofCompletereinventionofE2ECustomerAcquisation(restructure)increasecost.Whenthecompanyaddsautonomousdigitalagents,suchasAI-poweredchatbotsandvirtuaIassistantsthathandIetasksIikeIeadquaIi?cation,appointmentschedulingandrespondingperformanceanalysisandreportsleadersandtheiroutputincreasesastheygaintimetospendonstrategic,revenue-generatingactivities.Whilethesetoolsfurtherincreaseproductivity,theyalsoincreasecost.saIesRep(enhance)Enterorchestratoragents,whichserveasthecentralsaIesRep(enhance)CostperunitinteractionsbetweenhumansaIesreps,CostperunitphysicaIrobots.Themixofsa