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agents are misunderstood and that is the heart of the problem with adoption.
companies expect to replace current employee workflows with agents but ai will always fail at this because the accountability structures within the company won’t allow it.
what do you do when a person messes up? you reprimand them. you have an organization that is designed to correct people issues so this is easy.
but what do you do when you drop an agent into this type of system and the agent makes a mistake? you don’t have the structure in place to resolve the issue so you end up in a failed state that you can’t recover from.
this is what we are seeing is happening in companies.
coding is different because the workflow for code (design, code, review, merge, test) is resilient to mistakes. you don’t generally trust any code from a dev without review/test so the dev portion of the process can be more fungible.
but something like customer service doesn’t really work like this. there is no review step…it’s all live fire.
then there are things like accounting workflows —something i’ve been working on. there is no generally agreed on tooling to handle things like a quarterly close that makes the human fungible. the workflow is usually filled with tribal knowledge and caveats that the agent designer probably didn’t know about.
so really the tools / workflows need to be rebuilt to be ai first then people can adopt agents within the context of the tool. for many companies this will be very hard to do so we will continue to see failed pilots.
the companies that will succeed will have one or more of the following;
1) no existing workflows thus they can tool up and agentify from ground up.
2) the understanding that you can’t replace existing workflows with agents but you can replace new flows with agents.
3) a very strong sponsor who can cram new workflows / tooling down the throat of the organization.
Indra@IndraVahan
some intern at mckinsey is probably slopcoating a report on this but let me give you an insider news: most large corps are not happy with the agentic systems & POCs they’ve done this year. 2025 was supposed to be the year of agents. so far it’s been the year of letdowns.
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