埃森哲 -协同智能时代 人类、人工智能代理和机器人如何重新定义价值 The age of co-intelligence How humans,AI agents and robots are redefining value

Theageof

co-intelligence

Howhumans,AIagentsandrobotsareredefiningvalue

Contents

05

15

26

Thenewreality

Economics

Individuals

Fromaugmentation

Thenextsource

Jobtitlesgiveway

toco-intelligence

ofvalueisgrowth

toskillsasthenewcurrencyofwork

30

Workforce

Designingworkwithpeopleinthelead

33

Society

Responsibility,trustandlegitimacyinanAI-enabledeconomy

36

Conclusion

Theleadershipimperative

Theageofco-intelligence:Howhumans,AIagentsandrobotsareredefiningvalue

Authors

JamesCrowley

GlobalProductsIndustryPracticesChair

KaraleeClose

GlobalTalent&

OrganizationLead

KenMunie

GlobalProductsStrategyLead

SelenKaraca-Griffin

GlobalProductsResearchLead

2

Theageofco-intelligence:Howhumans,AIagentsandrobotsareredefiningvalue3

Executivesummary

AIhasprogressedfromanoveltytoadriverofperformancefasterthan

anytechnologybeforeit.UseofAIhasshiftedfromsimpleaugmentation,whereAIsupportsatask,toco-intelligence,whereAIcaninterpretintent,reasonthroughoptions,coordinatesteps,andexecuteboundedwork

acrossfunctionsatmachinespeed.WhilebenchmarksindicateAImaysurpasspeopleinspecificdomains,onlyhumansbringthefullview,

includingcontext,values,legitimacy,andaccountability.Thatiswhyhumansarenotmerely“intheloop.”Humansmuststayintheleadbysettingdirection,definingguardrails,challenginganalysis,making

trade-offs,andowningoutcomes.

Thisshiftraisesanewleadershipmandate:redeployexpandedcapacityintomeasurablevalueandsustainedgrowth.AsAIcompressesanalysis,decisioncycles,anddelivery,itexpandsbothhumananddigitalcapacity,andthatcapacitycanberedirectedtowardreinvention.Thatincludes

fasterproductiteration,newofferings,sharpercustomerresponse,andsmartercapitalallocation.Leadersneedhuman-ledoperatingsystemswherepeopleorchestratehumanandAIcollaborationandAIexecuteswithinclearconstraints,sospeedandscaleincreasewhileresponsibilityremainsfirmlyhuman.

Humansmuststayintheleadbysetingdirection,definingguardrails,

challenginganalysis,makingtrade-offs,andowningoutcomes.

Executivesummary

Economics

Thenextsource

ofvalueisgrowth

Society

Responsibility,trustandlegitimacyinanAI-enabledeconomy

AI-enabledwaysofworkingdelivermeasurableproductivitygains,

butthetruedividendcomesfromhowleadersdeliberatelyredirectthatcapacitytowardexpansion,

innovationandmarketadvantage.

Asintelligencebecomesmorescalable

throughhuman-AIsystems,responsibilitydoesnotscaleinthesameway.Societymustreshapeeducation,workand

governancesothatAIincreaseshumancapacityandprogress,whilelegitimacy,accountabilityandstewardshipremainfirmlyhuman.

Leaderswhomasterco-intelligenceby

integratinghuman,digitalandphysical

artificialintelligenceintoacohesive

workforcewilldefinehowvalue,growthandpurposearecreatedinthenextdecade.

Inourpreviousreport,

Humans,AIandRobots(2024)

,wefocusedonproductivity:howhumansandmachinescouldworkbettertogether.Thisyear,thefocusshiftstovalue.Specifically,howthecollaborationofhumanandartificialintelligencereshapesvaluecreationacrossfourfronts:

Individuals

Jobtitlesgiveway

toskillsasthenew

currencyofwork

Workisnolongerorganizedaround

staticroles,butaroundskills.The

Wharton-AccentureSkillsIndex(WAsX)

,developedbyWhartonandAccenture,

providesanempiricalviewofthisshift

bymappingjobsatthetaskandskill

levelandlinkingthemtoeconomicvalueinanAI-enabledeconomy.AsWAsX

shows,breakingjobsdownintoskills

givesleadersapracticalwaytoredesignworkandaligncompensationwithbothhumanandAIcapabilities.

Workforce

Designingworkwith

peopleinthelead

Anorganization’sworkforcestrategymustaligncloselywithitsbusinessgoalsandtechnologystrategy.

Creatingvalueatscalerequires

redesigningjobsaroundthework

thatonlypeoplecandoandregularly

recalibratingrolesandworkflowsasAIcapabilitiesexpand.Technologycan

thenextendreach,coordinationand

execution.Thisapproachputspeople

inthelead,supportedbyAI,and

dependsonbuildingtrust,effective

modelsofhuman-AIinteractionand

continuousskilldevelopmenttosustainperformanceandgrowth.

Theageofco-intelligence:Howhumans,AIagentsandrobotsareredefiningvalue4

Introduction

01

Thenewreality

Fromaugmentationtoco-intelligence

Thenewreality

Theageofco-intelligence:Howhumans,AIagentsandrobotsareredefiningvalue6

AI,insomecriticalareas,hasreachedparitywithhuman

intellect.Thelatestgenerationoflargelanguagereasoning

modelsarenolongerlimitedtopatternrecognitionornarrowoptimization.Theycanreason,generalizeandsolvenovel

problemsatlevelscomparabletopeoplewithaPhD-level

education.Infact,theyhaveoutperformedhumanexperts

onanumberofrigorousbenchmarks.Thesetests,once

consideredthefrontierofhumanreasoning,includethe

GPQA(theGoogle-ProofQuestionandAnswerassessment,

thestandardsetofwhichcontains448questionsfocusedonphysics,chemistryandbiology)1,andARC-AGI(Abstraction

andReasoningCorpusforArtificialGeneralIntelligence)2.

Additionally,GPT5.2outperformedhumanbaselinesin71%of1,320tasksacross44occupationsinGDPval(GrossDomesticProductEvaluation),atestthatnotonlyincludesknowledge

questionsbutalsotasksthatgenerallytakehumansuptoeighthourstocomplete.3

It’sadecisiveshift.AIisnolongeraugmentinghuman

intelligenceatthemargins.Itisdramaticallyexpandingthe

scale,speedandscopeatwhichhumanjudgmentcanbe

applied.AIremoveslimitsonhowmuchthinkingandanalysiscanbedone,whilehumansstilldecidewhatmatters,set

strategyandowntheoutcomes.Thisasymmetryiscritical.Intelligencemaybescalable,butaccountabilityisnot.

AIcanexpandtherangeofoptionsconsideredandaccelerateanalysis,butonlyhumansdefineambition,determine

acceptablerisk,resolvetrade-offsandtakeresponsibilityforconsequences.Inaco-intelligententerprise,leadershipdoesnotdiminishasAIimproves,itbecomesmoreconsequential.

Withhumansinthelead,agentsextendintelligenceacrosstheenterprise

AsAIcapabilitieshaveadvanced,organizationsare

rethinkinghowworkisled,organizedandexecuted.

AgenticAIrepresentsastep-changeinenterprisedesign,withagentsembeddeddirectlyintoworkflows,systemsandoperatingmodels.Withinhuman-definedboundariesandfactorsthatbuildtrust,theseagentssupport

reasoning,learningandexecutionatadifferentlevelofperformance.

Peoplemustremaininthelead—toframeproblems,applyjudgmentandtobuildtrust.Agentscanbeassigned

goals,operatewithindefinedboundaries,coordinate

acrosssystemsandadapttheirbehaviorovertime.Whencombinedwithphysicalrobots,theyextendexecutioninaHuman+workforce:ablendedsysteminwhichpeoplesetdirectionandaccountability,andAIagentsandmachinesincreasespeedandscaleofdelivery.

AIisnolonger

augmentinghuman

intelligenceat

themargins.Itis

dramaticallyexpandingthescale,speedand

scopeatwhichhumanjudgmentcanbeapplied.

Theageofco-intelligence:Howhumans,AIagentsandrobotsareredefiningvalue7

Critically,thisisnotazero-sumdynamic.

Rather,it’saboutadoptinganabundancementality,wherehumansaresupportedbyagents.Itbringsthevisionofthe

“10×enterprise”intofocus—whereone

personcanincreasinglydirectandoverseetheworkofmultipleAI-enabledsystems,

whileretainingresponsibilityforoutcomes,riskandjudgment.

Meanwhile,AIandagentsarealready

spreadingrapidlyacrosstheenterprise

valuechain,oftenaheadofformalstrategy

andgovernance.Nearlythree-quartersof

knowledgeworkersnowuseAI,frequently

throughunsanctioned,bring-your-own

tools4;androughlyathirdofenterprise

applicationsareexpectedtoembedagenticcapabilitiesby2028.5Asintelligence

becomespervasivebydefault,thechallengeforleaderswillbehowtosystematically

balancespeed,riskandreturnatscale.

Theimpactisimmense

TheimpactofagenticAIextendsbeyondtasksandworkflowstothecoreofhow

decisionsaremade.

AccordingtoareportbyGartner,Inc.,by

2027,roughlyhalfofbusinessdecisionsare

expectedtobeaugmentedorautomatedby

AIagents,with15%madeautonomouslyby

2028.Insomedomains,theshiftisevenmorepronounced:customeroperationsaretrendingtowardnearly80%autonomousresolution

by2029.6Asautomationincreases,the

leadershipchallengeintensifies:leadersmustdeterminewhichdecisionstodelegate,wherehumanjudgmentmustremaincentral,and

howgovernance,accountabilityandtrustaredesignedintothesystem.Theimplicationsforgovernanceandvaluecreationareprofound,asleadersmustdecidemoredeliberatelywhattodelegateandwhy.

Tounderstandwhatthismeansinpractice,

weconductedabottom-upanalysisofwork

across18industries.Ouranalysisshowed

thatonaverage,morethan50%ofworking

hoursareexpectedtobeimpactedbyAI

agents.Thisrepresentsareshapingofhow

workisperformedandhowvalueiscreated.

Someindustrieswillfeelthisshiftsooner

andmoredeeplythanothers,drivenbytask

composition,dataintensityandoperational

complexity.(Seechartfordetailonnextpage.)

Thenewreality

Theageofco-intelligence:Howhumans,AIagentsandrobotsareredefiningvalue8

Atask-levelviewofwork

Toanticipatehow

companieswillintegrate

AI,weanalyzedtasksand

rolesusingoccupation-

leveldatafromO*NETandtheU.S.BureauofLabor

Statistics(BLS).Eachtask

wasevaluatedaccording

tothecriticalhumaninputsrequiredandthenmappedtoadigitalorphysical

agentusinganLLMthatinterpretsbothtask

andagentdescriptions,andthenvalidatedbyasubjectmatterexpert.

Thistask-levelapproach

movesbeyondjobtitles

torevealwhereagents

canrealisticallyassistor

performworkandwithhowmuchautonomy.

Figure2

%hoursimpactedbyapproximately60agentsacrossindustries

Workinghoursimpactedbyphysicalagents(robots)Source:AccentureResearchproprietarymodeldevelopedaspartofthepartnership

withtheWhartonSchoolofBusiness,usingdatafromONET,BLS.Workinghoursimpactedbydigitalagents

Thenewreality

Theageofco-intelligence:Howhumans,AIagentsandrobotsareredefiningvalue9

Thescaleofthisimpactisalreadyvisibleinpractice.Talentreinventors

arecreatingvalueby

continuallyredesigning

workandreshaping

theworkforcetoalign

aroundsharedgoalsand

emergingopportunities

enabledbyAI,ensuring

thatpeoplegrow,

contributeandthrive

alongsidetechnology.

Astheexamplesonthis

pageillustrate,thisshift

isalreadydelivering

measurableimprovementsinproductivity,cycle

time,costefficiencyandoperationalperformanceacrossindustries.

Non-local

Augmentation&

Automation

Localhumans

Robotic

P

Anewarchitectureofwork

TheHuman+workforceseamlesslyintegrateson-siteandremoteemployeeswithAIagentsandintelligentrobotsredefiningproductivity,collaborationanddecision-making

humans

Agentic

execution

Whatchangeswhenworkisredesigned

accenture

Accenture’smarketingandcommunicationsteamreimagined

howworkgetsdonebyembeddingAIintoitsoperatingmodel

andcoreworkflows.Throughplatformconsolidation,centralizeddataand14AI-poweredagents,theteamcreatedacontinuous

human-AIlearningloopacrossresearch,content,planningand

execution.Thishasdrivena67%reductioninmanualstepsfor

creativebriefs,enabledfirstdrafts90%fasterandsetthestagetocutcampaignstepsfrom135to85.Theresultisa25–35%fastertimetomarket,whileelevatingcreativity,agilityandimpact.

EcolabisreinventingitselfbyleveragingAItotransformits

end-to-endprocessesautomatingroutinetasks,reducingerrorsandstreamliningworkflowsacrosssales,billingandfulfillmenttoenhancebothcustomerandassociateexperiences.

These

outcomes

showhow

organizations

thatmove

beyondisolatedusecasesand

intentionally

designfor

agentic

intelligenceattheenterpriselevelcanrealizemeasurable

improvementsinoutcomes.

Howredesignedworkisalreadycreatingvalue

Thenewreality

Theageofco-intelligence:Howhumans,AIagentsandrobotsareredefiningvalue10

Agenticexecutionwithintheintelligententerprise

Aclearstructuralpatternemerges.Asintelligencescales,leading

organizationsaremovingbeyondisolatedsolutionsandinstead

relyingonacoordinatedsetofdigitalandphysicalagentsthatoperateunderhumandirection.Ouranalysisidentifiedaminimumviable

organizationofapproximately60enterpriseagents—35digitalagentsand25physicalagents(robots)—supportingworkacrossareasof

researchanddevelopment(R&D),manufacturing,humanresources(HR),financeandcustomerservice.

Importantly,manyoftheseagentsrecuracrossfunctionsand

industries.Thesamecoreagentssupportmultiplepartsofthe

enterprise,creatingeconomiesofscaleandreducingtheneedfor

one-offexperimentation.Thisshiftreflectsamoveawayfromsiloed

usecasestowardamoredeliberateapproachtohowworkgetsdone.

Whilethisoverallpatternisconsistentacrossindustries,itsimpact

variesbysectorbasedontaskandrolecompositionandindustryvaluechain.Toillustratethis,wemodeledtheagenticorganizationfora

groceryretailer,mappingdigitalandphysicalagentstothevaluechainandestimatingtheshareofworkhoursaffectedbyfunction.

Asshowninfigures2,3and4,morethanhalfofworkhoursinkey

areas,includingproductdesign&development,manufacturing,

distributionandlogistics,supplychainplanning,customerexperienceandsalesandchannelandcommerce,areexpectedtobematerially

impactedbydigitalandphysicalagents.

Thenewreality

Theageofco-intelligence:Howhumans,AIagentsandrobotsareredefiningvalue11

Figure2

Aoneorganizationofagentsforgroceryretailers

%oftotalenterprisehoursdigitalandphysicalagentscouldimpactacrossRetail–Grocery

DigitalAIAgents

Non-Exhaustive

PhysicalAIAgents

Orchestratoragents

Superagents

Utilityagents

Roboticautomation

Agentname%Hoursimpacted

Agentname%Hoursimpacted

Agentname%Hoursimpacted

Agentname%Hoursimpacted

SmartQueryAgent1.02%

SupplyChainCompanion2.55%

Advisor2.93%

RoboticCleaningandScrubbingSystems2.32%

StrategicAdvisor0.50%

FinanceCompanion1.75%

Author2.79%

VisionInspectionSystems2.04%

LearningGuide0.04%

CustomerCompanion1.64%

AnalyticsAgent2.27%

RoboticStorageandRetrievalSystems1.72%

ProcurementCompanion1.58%

MasterDataManagement1.50%

DisinfectionandSanitizationRobots1.69%

SalesCompanion1.41%

QualityControlAgent1.22%

DispensingRobots1.66%

MerchandisingCompanion0.84%

ResearchAgent1.14%

RoboticPalletizing&Depalletizing1.56%

InfrastructureCompanion0.83%

KnowledgeBaseAgent1.10%

RoboticPalletizing1.54%

Source:AccentureResearchproprietary

ComplianceCompanion0.80%

CrystalBall1.00%

WeighingandSortingRobots1.44%

modeldevelopedaspartofthepartnershipwiththeWhartonSchoolofBusiness,using

HRCompanion0.62%

LearningandDevelopment0.74%

AutomatedGuidedVehicles(AGVs)1.10%

datafromONET,BLS.

MarketingCompanion0.48%

Assistant0.73%

SpecializedBlisterPackagingRobots1.08%

Note:Onlytopagentsbyagenticcategoryare

LegalCompanion0.39%

EHS(safety)0.62%

SealIntegrityTestingRobots0.97%

displayed.Hoursimpactedarenon-exclusiveandmayinvolvevariouscombinationsofthe

CriticalThinker0.37%

TechSupport0.47%

CartonFilling,Sealing,and0.96%

agentslisted.Manualinterventionmaystillberequiredinsupervisionandorchestrationof

R&DCompanion0.25%

Reporting0.42%

LabelingRobots

agenticworkflows.

ProductionCompanion0.23%

0.31%

0.19%

Capacity&Skill

Designer

Thenewreality

Theageofco-intelligence:Howhumans,AIagentsandrobotsareredefiningvalue12

Figure3

Agentsareredeployed/reusedacrossfunctionstomaximizetheROIofeachagentandenablecontinuouslearning

Topdigitalandphysicalagentsbyfunctionforagroceryretailer(asubsetoffunctions)

•Procurementcompanion•Author•Procurementcompanion

•Compliancecompanion•Advisor•Advisor

•Infrastructurecompanion•Supplychaincompanion•Supplychaincompanion

•Designer•Customercompanion•Author

•Advisor•Salescompanion•Merchandisingcompanion

•Marketingcompanion•Masterdatamanagement•Crystalball

•Crystalball•Smartqueryagent•Researchagent

•Learninganddevelopment•Analyticsagent

•Knowledgebaseagent•Assistant

•Financecompanion•Customercompanion

•Qualitycontrolagent•Supplychaincompanion•Analyticsagent

•Supplychaincompanion•Author•Financecompanion

•Procurementcompanion•Advisor•Masterdatamanagement

•Advisor•Procurementcompanion•Advisor

•Infrastructurecompanion•Masterdatamanagement•Supplychaincompanion

•Compliancecompanion•Qualitycontrolagent•Crystalball

•Researchagent•Merchandisingcompanion•Author

•Author•Salescompanion•Salescompanion

•EHS(safety)•Customercompanion•Reporting

•Researchagent•Strategicadvisor

•AutomatedGuidedVehicles(AGVs)

•Roboticcleaningandscrubbingsystems

•Visioninspectionsystems

•Visioninspectionsystems

•Roboticcleaningandscrubbingsystems

•Disinfectionand

sanitizationrobots

•Visioninspectionsystems

•Roboticstorageandretrievalsystems

•Roboticpalletizing

•Roboticpalletizinganddepalletizing

•Roboticstorageandretrievalsystems

•Roboticstorageandretrievalsystems

•Roboticpalletizing&depalletizing

Customer

Experience&Sales

Supply

ChainPlanning

Distribution&Logistics

Merchandising

Manufacturing

Finance

Source:AccentureResearchproprietarymodeldevelopedinpartnershipwiththeWhartonSchoolofBusiness,usingdatafromONET,BLS.NotExhaustive;Agentsprioritizedbasedoncountacrossindustries

Digitalagents

Physicalagents

Theageofco-intelligence:Howhumans,AIagentsandrobotsareredefiningvalue13

Figure4

AcrossGroceryRetailvaluechain,over50%ofworkhoursacrossfunctionscouldbeimpactedbyagents

Foragroceryretailer:

EnableOperateDecide

Insights&Analytics

•Businessperformance&financeanalytics

•Businessfoundationanalytics

•Product,merch

&serviceanalytics

•Consumerinsights&reporting

•Customer&loyaltyanalytics

•Manufacturing&sourcinganalytics

•Supplychain&

distributionanalytics

•Channel&salesanalytics

•Datalifecyclemanagement

•Backofficeanalytics

Product&componentdevelopment

Productlifecyclemanagement

Product&componentdevelopment

Retailmedia

Manufacturing

•Manufacturingstrategy

•Foodpreparationmanagement

•Productionscheduling&optimization

•Manufacturingexecution

•Qualitycontrol&assurance

ChannelandCommerce

•Unifiedcommerce

•Digitalcommerce

•Digitalfraudprevention

•Third-party&marketplaceintegration

•Licensing

Sourcing&Procurement

•Procurementstrategyandgovernance

•Suppliermanagement

•Categorymanagement

•Directprocurement

•Indirectprocurement

Stores

•Storeoperationsmanagement

•Storeinventorymanagement

•Lossprevention

•Storefleetmanagement

SupplyChainPlanning

•Sales&operationsintegratedplanning

•Supplyforecasting

•Inventorymanagement

•Wholesalemanagement

Distribution&Logistics

•Transportation

•Warehousemanagement

•Network&distributionPartnermanagement

•Trademanagement

P&PManagement

Project&portfolioplanning

Project&portfolioexecution

Assortmentplanning

Macroµspaceplanning

Brandsmarketing

Campaign&

promotionalmarketing

Pricing&promotionsmanagement

Demandmanagement&gotomarket

Merchandisestrategy&financialplanning

Productinformationmanagement

Merchandiseoperations

Visualmerchandising

Customerservice&contactcenter

Omniexperienceoptimization

Marketingstrategyandintelligence

Marketingoperations

>60%hours>50%hours>20%hoursN/A

EnterpriseStrategy&

PerformanceManagement

StakeholderRelationshipManagement

Personalization

Paymentservices

CXstrategy

CXdesign&management

BrandStrategyInnovation

CRM

Loyalty&

membership

Talent&HRInformation

Technology

EnterpriseRiskManagement

EnterpriseSustainability

Research,discovery&innovation(trends)

Knowledge

&DocumentManagement

RealEstate

&Facility

Management

Business

Process

Management

Product&

componentdesign

Governance,Compliance&Risk

Producttesting&prototyping

EnterpriseAssetManagement

Legal&

RegulatoryAffairs

ProductDesign&Development

CustomerExperience&Sales

Data

Management

Marketing&Engagement

Enterprisesecurity

BusinessResilience

Merchandising

Productlaunch

Finance

Source:AccentureResearchproprietarymodeldevelopedinpartnershipwiththeWhartonSchoolofBusiness,usingdatafromONET,BLS.

Thenewreality

Theageofco-intelligence:Howhumans,AIagentsandrobotsareredefiningvalue14

Intelligenceisnolongerscarce;itisscalable.

Thenextsourceofcompetitiveadvantage

willbehoweffectivelyorganizationscombinehumanjudgmentwithagent-e