As AI agents spread across workplaces, some say the burden on managers is growing, rather than easing.
The Deep View reported on May 11 that ServiceNow's chief people and AI enablement officer Jackie Canney said managers should see agents as part of a new workflow, not as team members. "I hope managers don't think, 'I have 5 agents on my team,'" she said.
ServiceNow recently updated its AI deployment management control tower, AI Control Tower, and added agent behavior monitoring and ROI tracking functions. It also introduced a new "AI specialist" that handles workflows from start to finish across IT, customer relationship management (CRM), and security and risk.
ServiceNow chief learning officer Jayney Howson said tracking AI token usage would become an important task for managers as employees and agents work together.
As token usage accumulates, AI costs surge and the risk of data leaks rises. "Managers had a hard job before, but now it has gotten harder," Canney said.
Chi-gyu Hwang (황치규)
delight@d-today.co.kr