Managing a Hybrid Team: Human - AI Employees

Описание: 1/ Managing a Hybrid Team Human AI Employees featured Swati Trehan, Head of Strategy & Operations of Ema with Joe Simonson, Asia Pacific Financial Services Marketing Senior Manager of Accenture, sharing how enterprises design operate and scale teams where AI employees work alongside people

2/ Swati leads strategy and operations at Ema the Enterprise Machine Assistant after roles at Shopify in business and product operations and at Google in product strategy and she is now based in London

3/ Ema aims to free people from repetitive work by orchestrating AI agents inside real workflows so every person effectively gets an intern on day one who becomes a strong teammate within hours or days

4/ Leaders should start with clear problems not tools identify workflows full of manual steps and human bottlenecks across scattered apps and data and then map the journey end to end before inserting agents

5/ Swati cautioned against forcing a pre bought AI license into the stack the right move is to target use cases where the human is the bottleneck and the data already exists across systems

6/ Hitachi began a group HR transformation across 600 entities starting with employee support and expanding across the hire to retire lifecycle to address slow responses and manual handoffs

7/ The first solution at Hitachi went live in seven weeks for an initial sixty thousand employees and delivered about seventy percent efficiency gains while speeding responses and improving employee experience

8/ Culture accelerated adoption at Hitachi employees named the assistant Sky created the branding and joined the rollout so HR could shift time from tickets to true business partnership

9/ There is no fixed human to AI ratio the point is doing more with less some processes lean heavily on agents while people refocus on creative relationship oriented work

10/ Moneyview in India tackled seasonality by having Ema autonomously resolve about eighty percent of roughly two million support tickets a year while human agents focused on cross sell and upsell

11/ Knowledge heavy sectors with unstructured documents such as healthcare and insurance are especially ready for agentic automation because specialist capacity is tight and response expectations are rising

12/ Measure AI like a peer use OKRs and dashboards track fully auto resolved items for time to resolution and CSAT and track AI assisted items for time saved resolution rate and CSAT with shared outcomes

13/ Build a co learning flywheel at BigBlue experts first coached Ema on tone sentiment and accuracy and later reused Ema’s best responses to train humans which improved both sides over time

14/ Managing hybrid teams changes staffing decisions for every new need decide whether to add technology or a person and staff by skills across humans and AI while maintaining governance and trust

15/ For more on Ema and to get in touch visit ema.co