WorkLab Pascal Bornet on deploying agents to hone your competitive edge
Oct 29, 2025
Pascal Bornet, a renowned AI and automation expert with a rich consulting history at McKinsey and EY, discusses the revolutionary role of AI agents in the workplace. He explains how these agents can plan, act, and learn, potentially replacing traditional apps. Bornet shares his SPA framework for effective agent design and highlights real-world applications, including use cases from Pets at Home. He emphasizes the importance of centering human skills like creativity and critical thinking to ensure success in AI adoption.
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Agents Follow A Human-Like SPA Cycle
- Agents combine sensing, planning, acting, and reflecting to mimic human problem-solving at scale.
- This SPA framework explains how agents move from suggestions to taking actionable, improving steps.
Pets At Home's Agent Deployments
- Pets At Home used an ambient digital scribe to transcribe veterinary consultations with 99% accuracy.
- They also deployed fraud, insurance-check, and store-assistant agents to free staff for higher-value care.
Center Transformations On People
- Put people at the center of AI transformations by informing and educating staff about role changes.
- Be transparent and specific about what the technology means for each person's role.
