Leaders of many organizations are urging their teams to adopt agentic AI to improve efficiency, but are finding it hard to achieve any benefit. Managers attempting to add AI agents to existing human teams may find that bots fail to faithfully follow their instructions, return pointless or obvious results or burn precious time and resources spinning on tasks that older, simpler systems could have accomplished just as well.
The technical innovators getting the most out of AI are finding that the technology can be remarkably human in its behavior. And the more groups of AI agents are given tasks that require cooperation and collaboration, the more those human-like dynamics emerge.
Our research suggests that, because of how directly they seem to apply to hybrid teams of human and digital workers, the most effective leaders in the coming years may still be those who excel at understanding the timeworn principles of human management.
We have spent years studying the risks and opportunities for organizations adopting AI. Our 2025 book, Rewiring Democracy, examines lessons from AI adoption in government institutions and civil society worldwide. In it, we identify where the technology has made the biggest impact and where it fails to make a difference. Today, we see many of the organizations we’ve studied taking another shot at AI adoption—this time, with agentic tools. While generative AI generates, agentic AI acts and achieves goals such as automating supply chain processes, making data-driven investment decisions or managing complex project workflows. The cutting edge of AI development research is starting to reveal what works best in this new paradigm.
[…]
Key Takeaways
Managers of hybrid teams can apply these ideas to design their own complex systems of human and digital workers:
DELEGATE.
Analyze the tasks in your workflows so that you can design a division of labour that plays to the strength of each of your resources. Entrust your most experienced humans with the roles that require context and judgment and entrust AI models with the tasks that need to be done quickly or benefit from extreme parallelization.
If you’re building a hybrid customer service organization, let AIs handle tasks like eliciting pertinent information from customers and suggesting common solutions. But always escalate to human representatives to resolve unique situations and offer accommodations, especially when doing so can carry legal obligations and financial ramifications. To help them work together well, task the AI agents with preparing concise briefs compiling the case history and potential resolutions to help humans jump into the conversation.
ITERATE.
AIs will likely underperform your top human team members when it comes to solving novel problems in the fields in which they are expert. But AI agents’ speed and parallelization still make them valuable partners. Look for ways to augment human-led explorations of new territory with agentic AI scouting teams that can explore many paths for them in advance.
Hybrid software development teams will especially benefit from this strategy. Agentic coding AI systems are capable of building apps, autonomously making improvements to and bug-fixing their code to meet a spec. But without humans in the loop, they can fall into rabbit holes. Examples abound of AI-generated code that might appear to satisfy specified requirements, but diverges from products that meet organizational requirements for security, integration or user experiences that humans would truly desire. Take advantage of the fast iteration of AI programmers to test different solutions, but make sure your human team is checking its work and redirecting the AI when needed.
SHARE.
Make sure each of your hybrid team’s outputs are accessible to each other so that they can benefit from each others’ work products. Make sure workers doing hand-offs write down clear instructions with enough context that either a human colleague or AI model could follow. Anthropic found that AI teams benefited from clearly communicating their work to each other, and the same will be true of communication between humans and AI in hybrid teams.
MEASURE AND IMPROVE.
Organizations should always strive to grow the capabilities of their human team members over time. Assume that the capabilities and behaviors of your AI team members will change over time, too, but at a much faster rate. So will the ways the humans and AIs interact together. Make sure to understand how they are performing individually and together at the task level, and plan to experiment with the roles you ask AI workers to take on as the technology evolves.
An important example of this comes from medical imaging. Harvard Medical School researchers have found that hybrid AI-physician teams have wildly varying performance as diagnosticians. The problem wasn’t necessarily that the AI has poor or inconsistent performance; what mattered was the interaction between person and machine. Different doctors’ diagnostic performance benefited—or suffered—at different levels when they used AI tools. Being able to measure and optimize those interactions, perhaps at the individual level, will be critical to hybrid organizations.
In Closing
We are in a phase of AI technology where the best performance is going to come from mixed teams of humans and AIs working together. Managing those teams is not going to be the same as we’ve grown used to, but the hard-won lessons of decades past still have a lot to offer.
This essay was written with Nathan E. Sanders, and originally appeared in Rotman Management Magazine.
Source: AI & Humans: Making the Relationship Work – Schneier on Security
Robin Edgar
Organisational Structures | Technology and Science | Military, IT and Lifestyle consultancy | Social, Broadcast & Cross Media | Flying aircraft