Digital labour
Agents treated as workforce capacity — measured in tasks completed, not licences sold.
Digital labour frames agents as staff: they take tickets, own workflows and are managed by people. Microsoft's Work Trend Index found 82% of leaders expect to use digital labour to expand capacity within 12–18 months, and 32% of managers plan to hire AI agent specialists. Capgemini expects 38% of organisations to have agents as team members by 2028.