| Function | Current → Future | Human retained / AI work | Workforce transition | Confidence |
|---|---|---|---|---|
| Sales | Role family → redesigned / augmented future role | Judgement, relationships and approvals retained; AI Agent handles bounded work. | Account Executives are augmented; capacity redeployed to selling and growth. | 82% |
| Customer Service | Role family → redesigned / augmented future role | Judgement, relationships and approvals retained; AI Agent handles bounded work. | Support specialists retain case resolution; administration shifts to controlled agent handling. | 84% |
| Finance | Role family → redesigned / augmented future role | Judgement, relationships and approvals retained; Copilot handles bounded work. | Finance retains approval and control; reconciliation is augmented. | 72% |
| HR | Role family → redesigned / augmented future role | Judgement, relationships and approvals retained; Workflow Redesign handles bounded work. | Create People Workflow Owner role and reskill HR operations. | 66% |
Skills and organisation
New roles: People Workflow Owner and AI Control Lead. Build workflow orchestration, exception management, data literacy and human-agent control skills. Use redeployment, reskilling, growth absorption, natural attrition and recruitment avoidance before considering reduction.