The integration of Artificial Intelligence (AI) businesses and enterprises is redefining jobs, disrupting the nature of workflows and fundamentally altering the organisational hierarchy en masse.The new organisation chart in the age of AI and automation will no longer be determined by the number of billable hours an employee clocks but by the outcomes and outputs they generate during those hours, believes Automation Anywhere’s co-founder and chief operating officer Ankur Kothari.“If you thought earlier my job was to manage 20 people, now my job is to manage 20 agents, it's a very old way of thinking. I have to think my job is to drive this outcome. Now, along with people, I have AI agents at my disposal. So can l create 30% more outcomes? My KPIs and bonuses will now get connected to those outcomes as opposed to the activities I'm doing.”Elaborating the impact of AI and automation on the nature of knowledge work, Kothari cited the example of people employed in Information technology service management (ITSM).He said: “If you are just doing L1 IT tickets (the first point of contact in case of an IT issue), where you are resetting passwords, provisioning laptops, then those are jobs that technology can do. With AI, the role evolves into can you do AI ops? Can you do L3 tickets? Can you do L4 tickets? And then suddenly, the value that you are bringing with your knowledge becomes more as opposed to if you continued doing the same thing.”This trend has already started showing up in the IT industry. TCS Chief Executive K Krithivasan told Reuters that about 80% of the company's contracts within its finance, human resources and other business services segment are now ​based on outcome performance measures.Separately, Cognizant said in a statement to Reuters that its clients now expect more value and measurable outcomes, and the company is moving forward keeping that in mind.According to HCLTech’s deal with German utility E.ON, the Indian IT giant will not be paid the first year of the contract and when payments do come through in the second year, ties to “efficiency gains and specific business outcome,” Reuters reported citing sources.Also Read: AI reshapes India's IT services sector contracts as clients demand more for lessEvolving skills, not vanishing roleAs more repetitive tasks get automated across functions, an employee is now expected to bring more than just bare minimum to the table.Kothari’s Automation Anywhere, a San Jose-based enterprise software company, utilises “agentic process automation” to orchestrate work across systems, connecting AI agents, automation, APIs, documents, and human actions into governed workflows.In a way, his firm’s products and solutions might actually put your finance friend out of a job. But according to Kothari, your friend might get to keep their job if they are willing to upskill or reskill themselves.“Twenty years ago, people did accounting by hand, that has gone. There were a lot of travel agents before the internet. Now, 80% of the people do their travel on their own. So, jobs evolve as technologies come. But it also creates new jobs. My take is that any disruption is not a contraction of pie, but an expansion of pie. So many new roles came up that did not exist. That happened with the internet, mobile, and will happen with AI.”Kothari also highlighted that AI is unlike any other technology disruption since it does not require you to be very technical or to know how to code to be able to use it. “You don't need to be a computer programmer to create AI agents. You need to understand your work, your workflow and you should be able to do very basic I mean many, many agents on its own,” he added.Context over raw intelligenceThe frequently-used large language models (LLMs) have a tendency to hallucinate when one engages with them in a decontextualised manner. Sometimes, this results in freakishly complex solutions to very simple problems.Therefore, context to a particular problem becomes critical rather than relying on the AI’s raw computing power. “That's why we have a context intelligence graph. AI models have raw intelligence. People will give it a lot to compute, but where is the business context? You have to apply the business context with your vertical on your data. That's when it is real, otherwise it hallucinates,” explained Kothari.He believes companies that will be built by integrating AI to their business contexts will drive more growth and that costs, revenue, risks and competitive advantages will play a significant role in that.A new operating modelAI is becoming table stakes and companies so just integrating the technology is not a differentiator anymore.So, what do they do now? Kothari says a change in the operating model driven by automation is needed – both for growth and reinvestment into talent. This is similar to what happened with the internet as it created a different operating model from the brick and mortar one.But, changing the operating model is just the first step.Also Read: Fireflies CEO Krish Ramineni wants to turn its AI notetaker into an ‘action-taker’Kothari said as we move ahead over the next couple of years, a shift in the operating model will be visible, but that will also bring a disciplined change. Simply put, the way an organisational chart looks, where more people do the same work, will change.“Let's say you and I are two competing companies. But you can deliver service at a 20% point better than me or you can cater to 5x more market share with the same cost base. Then your business is very different from mine. You will operate at a much faster base. [AI] will create the next level of operating model that people will invest back, which will create more jobs.”When asked how the workforce should approach this impending change, Kothari reiterated that everything will be tied to outcomes. “Don't think about people versus agents. Think about what has changed.”