Summary
Why does the introduction of AI agents so often lead to confusion instead of clarity? Drawing on an applied pilot project on Human-Agent Teams, this session shares key learnings from integrating AI agents into everyday work. The focus is not on the technology itself, but on structure. How roles shift. Where decisions get stuck. How trust is shaped or undermined. And why teams struggle even when the system technically works. The session shows how Service Design helped make these dynamics visible and manageable. Not as a creativity method, but as a way to design clear responsibility, decision paths, and collaboration between humans and agents. Presentation and discussion.
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