Kyndryl has introduced new advisory and implementation services to help organisations manage workforce transformation and business process changes driven by agentic artificial intelligence (AI). The company's new offerings, which leverage the Kyndryl Agentic AI Framework, aim to support enterprises in restructuring job roles and improving collaboration between people and AI agents.
Workforce readiness
Kyndryl experts are working with clients to facilitate organisational change management and continuous upskilling in response to AI adoption. The company provides tailored learning programmes focused on developing agile workforce structures and talent pathways that align with a future where AI is deeply embedded in everyday business processes.
According to Kyndryl's newly released 2025 Readiness Report, 87% of business leaders believe AI will reshape jobs in their organisations in the coming year, but only 29% say their workforce is ready to use the technology effectively. The report also finds that organisational culture is a key factor: businesses fostering adaptability for continuous transformation are 15 percentage points more likely to see positive returns from AI and 14 points more likely to extend innovation beyond pilot projects.
"Agentic AI will rapidly reshape job roles, ways of working, and how enterprises are organized - and equally change how they engage their customers," said Ismail Amla, Senior Vice President of Kyndryl Consult. "Organisations that move fast to bring their workforces and customers along the AI journey, through intentional change management and engaging experience between people and AI agents, will have the competitive advantage and gain the most from their AI investments."
Process redesign
Kyndryl's new services guide organisations in reengineering business processes to integrate a digital workforce. This involves assessing existing workflows, developing AI-optimised process plans, and creating AI agents to enhance business operations. The company also identifies skills gaps and prepares employees for new roles that emerge from these transformations.
In practical terms, Kyndryl has begun projects with a global manufacturing company to redesign organisational culture, upskilling, and structure to support AI-driven transformation. The company is also working with a healthcare firm to facilitate workforce adoption of AI and other new technologies in daily operations.
User experience
Kyndryl Vital, the company's design-led transformation practice, plays a central role in shaping collaboration between individuals and AI systems. At the Kyndryl AI Innovation Labs, the team leverages the Agentic AI Framework and a co-design platform to deliver AI-powered experiences for customers, employees, and citizens. Their focus is on creating intentional design, where AI acts proactively and provides rich, context-aware interfaces for users.
Kyndryl's approach to agentic AI differs from prompt-based systems by enabling AI agents to anticipate user needs, guide interactions, and supply actionable insights. This includes designing interfaces that drive adoption and help companies realise measurable business results from AI implementations.
"To achieve significant value from AI investments requires enterprises to focus on people's experience with AI agents, systemic upskilling, business process design and employee training. Kyndryl's new services address the critical need to align workforce strategies and customer experience with agentic AI," said Amla.
Culture and skills
The company states that ongoing reskilling and professional development are essential to adapt to evolving job roles resulting from AI adoption. Kyndryl provides specific training for employees to use AI tools as part of their daily work, supporting a managed transition to AI-enabled roles.
"Kyndryl's experts support customers to enable continuous reskilling and upskilling through tailored learning programs - prioritizing agile approaches for workforce structure and talent development in the AI-native roadmap," said Amla.
