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AI代理即将涌入劳动力市场。没有人为此做好准备AI Agents Are About to Flood the Workforce. No One’s Ready for It

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在接下来的几个月里,成千上万名全新的“同事”将进入职场。你将获知他们的名字,认出他们的头像。他们会被加入到你的邮件往来和Slack频道中。他们将成为幕僚长、工程师和营销专家。但这些同事并非人类:他们全都是人工智能体。

In the coming months, hundreds of thousands of brand-new coworkers will be entering the workforce. You’ll learn their names and recognize their profile pictures. They’ll get added to your email chains and Slack channels. They’ll become chiefs of staff, engineers, and marketing gurus.

人工智能体(基于大语言模型、旨在自主完成任务的系统)的兴起,引发了一波销售数字员工服务的公司浪潮。这些智能体被视为完美的“工蜂”:全天候在线,从不抱怨,并能提供超人的智慧。

But these coworkers aren’t human: They are all artificial intelligence agents.

然而,关于这些智能体作为实际同事的表现,目前却鲜有讨论。波士顿咨询公司合伙人朱莉·贝达德(Julie Bedard)三年前就注意到,人们在谈论职场人工智能时存在模糊不清的现象,当时ChatGPT的迅速普及让高管们相信,这项技术能带来生产力的指数级提升。

The rise of AI agents—systems, based on large language models, designed to complete tasks autonomously—has launched a tsunami of companies selling the services of digital employees. These agents are supposed to be the perfect worker bees: available 24/7, never complaining, and providing superhuman intelligence.

“人们当时还没有合适的词汇来描述它,”贝达德告诉《连线》杂志。“它是一个工具?一个队友?一个同僚?还是一个同事?”当微软的Copilot和谷歌的Gemini for Workspace等平台在2023年推出时,它们主要被营销为员工的辅助工具。但今年1月,当贝达德及其同事对1261名经理进行调查时,22%的受访者表示,他们的组织已将人工智能体纳入了公司组织架构图。贝达德表示,随着数十家初创公司提供人工智能员工服务,以及大型科技公司大肆宣传其自主智能体,这一比例很可能会继续增长。例如,微软在6月推出了“Scout”,这是一款旨在完成重新安排会议和起草邮件等任务的智能体。

Yet there has been curiously little discussion of what these agents are like as actual coworkers. Julie Bedard, a Boston Consulting Group partner, noticed the murky nature of how people talked about AI at work three years ago, as rapid adoption of ChatGPT convinced executives the technology could bring exponential improvements in productivity. “People didn't have language for it,” Bedard tells WIRED. “Is it a tool? Is it a teammate? Is it a colleague? Is it a coworker?” When platforms such as Microsoft’s Copilot and Google’s Gemini for Workspace launched in 2023, they were marketed primarily as tools for employees. But in January, when Bedard and colleagues polled 1,261 managers, 22 percent said their organizations had added AI agents to corporate org charts. Bedard said that this percentage is likely to grow as dozens of startups offer up the services of AI employees and big tech companies hype their autonomous agents. In June, for example, Microsoft launched “Scout,” an agent built to complete tasks like rescheduling meetings and drafting emails.

“实际上,你的公司就是在雇佣你的助理,”微软Scout公司的企业副总裁Omar Shahine在该公司推出这款人工智能助手时说道。“雇佣个人助理的意义就在于:当你在工作时,他们可以替你处理各种事务。”人工智能助手的成功不仅取决于它们能否带来经济效益,还取决于它们能否与现有的员工团队和谐共处。因此,这些助手被设计成具备类似人类的特征和能力,以帮助员工更好地接受这些新的“同事”。

“Your company essentially hires your assistant,” Omar Shahine, the corporate vice president of Microsoft Scout, said when the agent launched. “The whole point of having a personal assistant is that they're working when you're not working.” The success of AI agents depends not only on their ability to provide financial returns, but also to work harmoniously alongside the existing workforce. That means companies have crafted agents that boast the benefits of AI, packaged in a human-like bundle of traits to encourage employees to anthropomorphize their new colleagues.

“人们开始真正尊重这些人工智能助手,并与它们建立起深厚的感情联系,”Dhruv Amin说道。Amin是Anything公司的首席执行官,这是一家专注于开发人工智能辅助工具的初创企业;该公司于8月推出了名为Skydive的平台,正式进入人工智能辅助工具市场。“人们会像对待人类同事一样与这些助手交流。”Skydive的人工智能助手并非普通的聊天机器人或工作流程管理工具,而是真正的“同事”——它们有自己的名字、角色以及专用的云计算资源,可以在Slack、电子邮件、iMessage等多种平台上正常工作。每个助手都配有类似木偶的虚拟形象;Amin形容这些形象“非常接近人类,但绝对不是人类”。这些助手的名字通常与其所承担的任务相关——例如,“Canary”这个助手负责全天候监控生产流程。

“Your company essentially hires your assistant,” Omar Shahine, the corporate vice president of Microsoft Scout, said when the agent launched. “The whole point of having a personal assistant is that they're working when you're not working.” The success of AI agents depends not only on their ability to provide financial returns, but also to work harmoniously alongside the existing workforce. That means companies have crafted agents that boast the benefits of AI, packaged in a human-like bundle of traits to encourage employees to anthropomorphize their new colleagues. “People start to really respect the agent and form strong attachments," says Dhruv Amin, CEO of Anything, a vibe coding startup that entered the AI coworker market in August with a platform called Skydive. “They'll talk about it like humans.” Skydive’s agents “aren’t chatbots or workflows,” but coworkers, with their own names, roles, and cloud computers. They work across Slack, email, iMessage, and more. Each is represented by a Muppet-esque avatar, which Amin described as “close to human, but definitely not human.” They have names often related to their roles; Canary, for instance, monitors production 24/7.

“我们认为有必要让这些人工智能助手‘人格化’一些,”Amin解释道,“因为大多数人仍然不清楚人工智能助手到底是什么。”Pronto Housing公司的首席执行官Christine Wendell是Skydive的早期用户之一,她利用这些人工智能助手来完成各种繁琐的工作任务,比如撰写合同、安排会议、向客户发送跟进邮件。对她来说,这些人工智能助手简直就是“完美的员工”。

“We think it's important to personify them a little bit,” Amin says, “because most people still don't know what a real agent is.” Christine Wendell, CEO of Pronto Housing and an early Skydive adopter, uses agents for a laundry list of busy work: writing contracts, scheduling meetings, sending follow-ups emails to customers. Her agents are, essentially, perfect employees.

但作为同事,它们表现如何?Skydive 的智能体不仅嵌入到各种形式的工作沟通中,还会不断进化,以适应同事的沟通风格、需求和反馈。换句话说,它们在融入实际工作伙伴方面变得越来越得心应手。当 Pronto 的工程团队开始使用一个编程智能体时,温德尔(Wendell)注意到员工们开始说他们是在与“爱丽丝”(Alice,即该智能体)一起合作项目。

But how are they as coworkers? Skydive agents not only embed in every form of workplace communication, they continually evolve to match coworkers’ communication styles, requests, and corrections. In other words, they become better and better at fitting in with their actual coworkers. When Pronto’s engineering team began using a coding agent, Wendell noticed that employees started saying that they “worked with Alice”—the agent—on a project.

然而,这些智能体之所以吸引人,部分原因在于它们并非人类。除了拥有无限的工作热情外,它们还置身于办公室政治或职场焦虑之外。当担任温德尔幕僚长的智能体“鲍勃”(Bob)在 Slack 频道中错误地列出了温德尔日程表的所有细节时,温德尔在进行迅速纠正时,完全不需要委婉客气。

Yet part of the agents’ appeal is that they are not human. Beyond their limitless work ethic, they also exist outside of office politics or professional neuroses. When “Bob,” the agent serving as Wendell’s chief of staff, errantly listed all the details of Wendell’s calendar in a Slack channel, she didn’t feel the need to sugarcoat her swift correction.

“我非常清楚它不是人类,”温德尔说,“我对待它们的方式是我绝不会对人类使用的,因为那样做很不礼貌。”就在智能体日益渗透进我们个人生活的同时,人工智能同事也正在进入就业市场。虽然硅谷几个月来一直在使用 Open Claw 和 Instinct 等智能体来完成繁琐的任务,但 Meta 新推出的 Muse 旨在将个人人工智能智能体推向主流。

“I'm definitely very aware that it's not human,” Wendell says. “I dump on them in a way I wouldn't do to a human, because it would not be polite.” AI coworkers are entering the job market just as agents are increasingly infiltrating our personal lives. While Silicon Valley has been using agents such as Open Claw and Instinct for months to complete annoying tasks, Meta’s newly launched Muse aims to push personal AI agents into the mainstream.

与 Skydive 的“布偶”一样,Muse 也由一个可爱毛茸茸的小头像代表。用《连线》杂志资深撰稿人里斯·罗杰斯(Reece Roger)的话说,这种用户体验“就像给朋友发短信请求任务一样——人工智能智能体会用点赞表情符号确认消息,然后在后台开始工作。”通过以现有的人际关系为蓝本,这些智能体——无论是人工智能同事,还是像 Muse 这样“为每个人打造”的智能体——都为用户理解如何使用它们提供了一条捷径。

Muse, like Skydive’s muppets, is represented by a cute and fuzzy little avatar. In the words of WIRED senior writer Reece Roger, the user experience is something “like texting a friend with task requests—the AI agent acknowledges messages with a thumbs-up emoji and gets to work in the background.” By using existing relationships as a blueprint, these agents—whether they’re AI coworkers or, like Muse, “built for everyone”—offer a shortcut to understanding how to use them.

将人工智能(AI)拟人化(即赋予其人类特征)在职场环境中会带来特定的风险。贝达德(Bedard)及其在波士顿咨询公司(BCG)的同事们的研究发现:当管理者被告知某项工作是由AI员工完成的时,他们发现的错误数量比被告知该工作是由AI工具完成的情境下减少了18%。贝达德指出,AI“员工”在能力与弱点方面并不一定与人类员工完全相同,因此不能被简单地归为同一类。

Anthromorphizing AI comes with specific risks in a work context. Research from Bedard and her colleagues at BCG found that, when managers were told work was completed by an AI employee, they caught 18 percent fewer errors than when told it came from an AI tool. Agents also don’t necessarily fit in the same boxes as human employees, Bedard says, in their abilities or their weaknesses.

“企业们才刚刚开始意识到哪些‘安全机制’(即防止负面后果的措施)是真正有效的,”贝达德说。

“Companies are just starting to wrap their heads around what guardrails” are even applicable, Bedard says.

人们与AI建立深厚的情感联系其实并不新鲜;多年来,人们就已经开始与聊天机器人“伴侣”建立互动关系了。即使在职场中,AI工具也引发了一些有趣的反应。去年,我之前工作的公司——Business Insider的创始人亨利·布洛杰特(Henry Blodget)在博客中写到,他组建了一支由AI组成的“团队”,并对一位特别迷人的AI同事的“照片”做出了“人类般的反应”。

People forming deep emotional connections with AI is nothing new; people have been dating chatbot companions for years at this point. Even in the workplace, AI tools have sparked some curious reactions. Last year, Henry Blodget—the founder of my former employer, Business Insider—wrote a blog about building a team of digital subordinates, and having a “human response” to the headshot of a particularly attractive AI colleague.

“在人类职场工作了几十年后,我明白了:在工作中分享某些‘人类式’的想法几乎总是个糟糕的主意,”布洛杰特写道。“但同样的规则是否也适用于AI同事以及完全由AI构成的工作环境呢?”人力资源公司Lattice的首席执行官莎拉·富兰克林(Sarah Franklin)对此提出了更深层次的担忧。Lattice在AI概念尚未完全普及的两年前就将其纳入了公司的组织结构中。富兰克林强调,他们采用这种模式是为了促进员工的责任感——而不是为了让员工将AI同事当作真正的人类来对待。

“After a few decades in the human workplace, I’ve learned that sharing certain human thoughts at work is almost always a bad idea,” Blodget wrote. “But did the same rules apply to AI colleagues and native-AI workplaces?” Sarah Franklin, the CEO of HR company Lattice, has more existential concerns. Lattice added digital employees to the org chart two years ago, before the concept had fully entered the mainstream. Franklin emphasizes that Lattice uses this model to encourage accountability—not to encourage workers to treat AI colleagues as if they were human.

富兰克林认为,科技公司将AI拟人化是一种策略,目的是让用户对他们的服务产生依赖,从而无法抗拒这种情感联系带来的“多巴胺刺激”。虽然这有助于公司建立活跃的用户群体,但她担心这种做法可能对人类员工产生负面的神经学和行为影响。

Franklin sees such anthropomorphizing as a strategy by tech companies to get users hooked on their services, unable to resist the dopamine trigger of an emotional connection. While this can help companies build an active user base, Franklin believes it may have detrimental neurological and behavioral repercussions for the human workforce.

“我们拥有这些汲取了全人类知识的模型,并为它们高达数万亿美元的估值感到自豪——但它们却可能正在毁灭人类,”富兰克林说道。“这非常可怕。那么,其目的何在?目的是为了让人们失业吗?”

“We have these models that have consumed all human knowledge, and are so proud to have these multitrillion valuations—but are potentially destroying humanity,” Franklin says. “It is very scary. And what is the purpose? Is the purpose to put people out of work?”