The human question comes in three forms, not one
When AI reaches a team, the impact is never uniform. There is substitution: the task disappears — that calls for a redeployment plan, not a technical project. There is role transformation: the task remains but changes nature — an advisor facing a customer already informed by digital channels is no longer doing the same job, and that requires training and a shift in posture. And there is augmentation: the role doesn't change, it simply becomes more effective. Conflating the three means getting the support plan wrong.
