The McKinsey Podcast The future of work is agentic
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Aug 15, 2025 Jorge Amar, a Senior Partner at McKinsey specializing in the future of work, dives into the rapidly evolving landscape of AI in the workplace. He discusses how agentic AI is not just a tool but an active participant in decision-making. The conversation highlights its transformative role across sectors like HR and customer service while addressing the challenges of blending human and AI capabilities. Amar also touches on generational preferences in customer support, revealing that even tech-savvy Gen Z often seeks human interactions.
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Agentic AI Is A Parallel Workforce
- Agentic AI goes beyond content generation to execute tasks, apply judgment, and learn from outcomes.
- This creates a parallel, continuously improving digital workforce that can replicate company roles.
Real-World Agent Use In Recruiting And Training
- Jorge describes agents used for recruiting: cleaning records, scoring, outreach, and a coordinator on top.
- He also recounts agents training call-center reps by simulating customers and scoring every call for targeted coaching.
Agents Create New Capacity And Business Options
- Agentic AI creates capacity by automating tasks and forces decisions on whether to reduce headcount or redeploy humans.
- It also enables novel personalized services and workflows that weren't economically viable before.