Think of AI as a workforce, not just technology, and double your business impact
What sets apart the organisations that genuinely transform their operations with AI? For them, AI is no longer just a project, a tool, or an isolated experiment, it has become a new kind of workforce.
“AI isn’t just a tool. Don’t think of it as technology, think of it as a workforce.” This was the key insight I brought back from the ServiceNow Knowledge25 event in Las Vegas this May.
The annual event is one of the world’s largest AI conferences. This year, its main theme was AI agents and how to harness them across the organisation to support human work in every corner of the business.
I find this shift in mindset groundbreaking, especially compared to where most organisations stand with AI today. We recently conducted a market study that reveals, that while AI experiments are common, their impact still remains limited to individual-level productivity gains. While expectations are sky-high, the results are still modest.
Scattered tech pilots in organisational silos don’t result in sustainable, scalable progress. In fact, according to IDC’s recent study, 85% of AI experiments never make it to production. Our own research confirms it: despite enthusiastic experiments, only 6% of organisations have been able to use AI to drive transformation across business units.
The perspective changes fundamentally when we start thinking of AI as a new kind of workforce.
AI agents aren’t just smarter tools, they’re a different type of workforce with entirely different strengths than humans. They work non-stop, process vast amounts of data in real time, and uncover insights we wouldn’t even think to search for. AI doesn’t just support our work; it can accomplish what was previously impossible for us humans to accomplish.
Legacy systems are not the problem
The technology to make all this a reality already exists. In Las Vegas, we got to hear from ServiceNow customers like AstraZeneca and Stellantis that have gone “all in” with AI-powered workforces. Their demos showed agents operating in every corner of the business, from product development labs to customer service. This increases service and product innovation, allowing employees to focus on their core activities.
So why have so few Nordic organisations seized this opportunity? In my experience, many still believe that their legacy systems are blocking them from using AI. In reality, those systems don’t have to be a hindrance, as long as you can make use of their data.
Once data is accessible, you can build an intelligent agent layer on top, and this is where real competitive advantage emerges. ServiceNow predicts that, in the future, AI will manage 80% of system tasks, with only 20% left to humans. You don’t need a full systems overhaul to fully benefit from AI, just a new way of thinking about development.
Another common stumbling block seems to be the fear of regulation, or rather, the uncertainty around legal requirements. Many organisations hold back “just in case,” without examining what regulations really demand. Often it turns out there’s no detailed understanding of data privacy or other constraints.
Assumptions take over, such as the belief that AI can’t be used if personal data is involved. In reality, AI rarely needs personally identifiable data to be effective. Modern business platforms are also equipped with built-in tools to manage risks, ensure security, and stay compliant.
Key question: How do you lead a new type of AI workforce?
AI agents challenge the traditional concept of work, and at the same time the way we lead. Yes, a single agent can speed up emails or data searches. But real transformation happens when agents operate collectively: dozens, hundreds, even thousands working in sync. Leading such a system doesn’t happen by chance.
And this is where many organisations still fall short: they lack the ability to orchestrate AI as a workforce. What do the agents do as a team? Who’s responsible for what? How is work handed off from one agent to another?
What’s needed is a two-level leadership structure. First, there must be an operating system where AI agents can collaborate, communicate, and delegate tasks to one another. Second, we need an operating model that enables humans to lead the agent workforce: setting goals, evaluating performance, and managing risks. This also ensures that agents stay aligned with the organisation’s goals, rules, and values.
Standing on the shoulders of giants let’s you see further
One of the most compelling findings in our market study was this: the organisations getting the most value from AI are those that have embedded it into their business platforms. Our experience shows that this can double the odds of achieving significant benefits. ServiceNow even suggests it can quadruple the chances!
Why is that? When AI is delivered through a business platform, it shifts the organisation’s focus from technology development towards business transformation. The AI models are ready to use, they have become commodity like electricity from a socket. There’s no need for endless pilots or testing; the world’s leading technology platforms will work for you too.
This will also make strategic visioning easier. In many conversations I’ve had, leaders say they find it hard to see even two or three years ahead. Technology evolves so fast that new opportunities emerge constantly, often unexpectedly.
When you start developing AI from a mature platform, you already have an advantage. To borrow Isaac Newton’s famous words: standing on the shoulders of giants lets you see further. You don’t have to reinvent everything yourself. Partnered with the giants, you’re far more likely to spot what’s coming, as well as new emerging possibilities. Ideas are far more likely to sprout when you’re moving with the front-runners, not trailing behind.
Stop watching – start moving
The gap between the pace of technology and average organisational maturity is growing fast. Some are taking bold steps and surging ahead. Others remain observers, waiting for the “right time” to invest, worrying about legacy systems, or running disconnected pilots here and there.
It’s not too late to join the momentum, but wait too long, and the train might leave without you.
Download our free market study on AI and the productivity leap.
About the author
Juha Kujala is Executive CTO at Sofigate Platforms. He’s passionate about helping organisations use emerging technologies to deliver better services. Juha has extensive expertise in the ServiceNow platform and service development leadership.
“A step in evolution” – Johan Haglund helps clients and Sofigators tap into technology and AI
Sales in 2030: A 1000% productivity leap or out of the game?
