ServiceNow’s Brian Solis and other industry experts contributed to a new Wharton report identifying psychological barriers, rather than technical limitations, as the primary obstacle to widespread AI agent adoption.

Key Points

• The Wharton Human-AI Research report identifies competence, trust, and delegation of control as the three core frictions preventing AI agent integration.
• Brian Solis of ServiceNow argues that employees resist AI agents because they fear losing their professional agency and identity in the workplace.
• The report suggests treating AI agents like new hires by providing clear job descriptions, defined permissions, and measurable performance outcomes.
• Contributors include leaders from Google, Zapier, Workato, and Wolters Kluwer, who emphasize the necessity of human oversight and auditable decision logic.
• Experts advocate for "agentic empathy," where AI systems explain their reasoning in business terms to foster transparency and user confidence.

Why it Matters

This report signals a shift in the enterprise AI market from focusing on technical capability to addressing the human-centric challenges of workflow integration. By framing AI agents as manageable employees rather than autonomous replacements, businesses can better navigate the cultural resistance that currently hinders digital transformation.