More I use AI tools, stronger I'm convinced that it's a force multiplier. I'm one of the strong advocates for adoption of AI at work.

But I'm also very skeptical about the narrative- that AI will simply replace workers.

The main issue is accountability. If an autonomous agent takes an incorrect action, who takes responsibility?

I recently had a first hand experience at work where an agent, designed to act on customer tickets, was authorized to suspend accounts upon request.

It incorrectly suspended an active, critical account essential to our revenue metrics. Now, the support engineer who deployed that agent is writing the postmortem/CoE.

These are some incidents why I believe AI will not "completely" replace human roles. When systems fail at scale, we still require an accountable human to analyze the failure, accept responsibility.