How CEOs bringing AI agents to work are preparing customers and employees

Businesses are increasingly pouring resources into AI-driven agents, signaling a shift towards a future where chatbots might become the primary interface for customer inquiries and purchases. Recently, Walmart announced a partnership with OpenAI, enabling customers to search for and purchase products directly through ChatGPT. The retail giant also introduced an AI assistant within its app to provide product recommendations and answer queries. During Walmart's earnings call, CEO Doug McMillon emphasized that these intelligent agents will play a crucial role in enhancing the company's online shopping experience, aiming to save customers time and add enjoyment to their shopping journeys. In another development, Walmart revealed plans to incorporate Google's AI assistant, Gemini, to streamline product discovery for consumers at both Walmart and its subsidiary, Sam's Club. Beyond benefiting customers, these AI systems are being designed to assist employees in tasks such as managing emails, summarizing information, and boosting overall productivity. However, this shift raises concerns about the effectiveness and implications of AI for all stakeholders involved. At a recent conference hosted by Calix, a telecommunications software provider, CEO Michael Weening engaged with broadband service executives about their workloads. He noted that no one expressed a desire for job displacement due to a lack of tasks. Instead, the recurring sentiment was one of being overwhelmed with work, prompting Weening to discuss how to allocate time efficiently and increase capacity for growth. Calix has recently implemented AI agents across its platforms, aimed at assisting marketers in crafting subscriber offers, enhancing customer service, and streamlining technical operations. Weening acknowledges that while AI can facilitate workflows, the narrative from larger tech companies suggesting it may lead to job losses has created anxiety among workers. According to data from Challenger, Gray & Christmas, AI was linked to over 55,000 layoffs in the U.S. in 2025, affecting major firms like Amazon, Microsoft, and Salesforce. This sentiment has been echoed by industry leaders, including Anthropic's CEO Dario Amodei, who predicts that AI may disrupt the labor market more significantly than previous technologies. A January 2026 survey by Mercer revealed that 40% of workers are apprehensive about job security due to AI, up from 28% in 2024. Weening remarked that the negative perceptions surrounding AI, fueled by executive rhetoric, could overshadow its benefits. He emphasized the need to reframe AI agents as supportive teammates rather than threats to employment. To ease the transition, Calix has introduced charming and approachable AI personas, likening them to 'Teletubby-like characters' to foster a sense of teamwork. Some companies, such as consulting firm McKinsey, have even begun to include AI agents in their workforce numbers, boasting a mix of 25,000 AI agents alongside 40,000 human employees. Weening shared that Calix has successfully developed over 700 employee-created AI agents and identified 40 key workflows for AI enhancement. While some of these tools may seem minor, such as speeding up email composition, they represent a significant step towards embracing AI in daily operations. Despite the potential for job transformation through AI, Weening acknowledges that certain roles will inevitably change. He cited a saying that suggests 80% of jobs will see a 20% alteration, while 20% of jobs may undergo an 80% transformation. This indicates a shift where employees can engage in new tasks, even as the overall workforce expands at a slower rate due to efficiency gains. As companies navigate this complex landscape, there is a pressing need to balance speed and risk, particularly regarding data security. Weening highlighted the importance of clear guidelines to protect customer and partner information while integrating AI tools. Looking ahead, he anticipates a rapid acceleration of AI implementation in 2026, calling for a cultural shift within organizations to fully embrace the technology's potential. From the perspective of Everest Group CEO Jimit Arora, AI agents belong to a new category of 'systems of execution,' which blends machine learning and generative AI. While the groundwork for true agency in AI is being laid, he cautioned that businesses must avoid pitfalls stemming from outdated processes and skill gaps. Arora predicts meaningful advancements in AI capabilities over the next few years, particularly in software development and customer service, but warns that significant results may take time to materialize. CI&T co-founder Bruno Guicardi advocates for a gradual approach to granting autonomy to AI agents, suggesting a phased introduction where human oversight decreases as the technology proves its reliability. This method aims to build trust and confidence in AI systems, ultimately leading to a more integrated workforce where humans and machines collaborate effectively.