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Our analysis reveals how tasks have shifted between 2008 and 2017. Consider the Physical Services cluster: Retail cashiers used to stock shelves and price items each day, but now do so little more than weekly. Addressing customer queries - which used to be a once-a-day task - is now an hourly one, at least. By comparison, maintenance engineers in our Technical Equipment Maintenance role cluster had to calibrate equipment more than once a week ten years ago. 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In Human + Machine, Accenture's Paul Daugherty and James H. Wilson have shown that as people collaborate with intelligent machines, there will be a significant opportunity to augment human capabilities and elevate the work people do. In the analysis for this report, we reveal that a significant portion of worker time (90 percent on average, across roles) will potentially be affected by intelligent technologies, either through augmentation or automation (see Figure 3). A little more than half of work time in the 14 economies we have analyzed can be potentially augmented. Thirty-eight percent has the potential to be automated. However, the distribution of potentially automatable and augmentable work is disproportionately skewed to some role clusters and to those economies where those role clusters comprise a greater share of the workforce. As a result, some economies will be more exposed to the negative consequences of automation than others. The overall predominance of augmentation opportunities makes the vulnerability of roles like Physical Manual Labor and Machine Operation and Manoeuvring all the more stark.", "attrs": null, "canon": { "kind": { "name": "Paragraph", "slug": "paragraph", "status": "active", "canonId": "5f2affc0-941d-4d07-959d-4bfc1930cea4", "version": 1, "description": "Single prose block in the body of a slide." }, "tool": null, "subkind": { "name": "Paragraph", "slug": "paragraph", "status": "active", "canonId": "019de52c-fb80-75af-aa5c-a7a4bfac2433", "version": 1, "description": null }, "framework": null }, "subkind": "paragraph", "groupRole": null, "confidence": null, "extraction": { "at": "2026-05-02 19:50:55.345+00", "model": "google/gemini-3.1-flash-lite-preview-20260303", "runId": null, "seconds": null, "promptVersion": null }, "componentId": "52e7f12a-7d4e-451e-805b-ed21f8e0ff48", "parentComponentId": null }, { "bbox": { "h": 0.06, "w": 0.55, "x": 0.04, "y": 0.13 }, "kind": "title", "text": "FIGURE 3: PERCENTAGE OF WORKER TIME POTENTIALLY AUGMENTED / AUTOMATED BY INTELLIGENT TECHNOLOGIES", "attrs": null, "canon": { "kind": { "name": "Title", "slug": "title", "status": "active", "canonId": "019de52c-f7dd-76d9-b848-b1f12bd85cf4", "version": 1, "description": "Slide title or headline." }, "tool": null, "subkind": { "name": "Headline", "slug": "headline", "status": "active", "canonId": "019de52c-fae1-7463-9a7c-d60668eced0d", "version": 1, "description": null }, "framework": null }, "subkind": "headline", "groupRole": null, "confidence": null, "extraction": { "at": "2026-05-02 19:50:55.345+00", "model": "google/gemini-3.1-flash-lite-preview-20260303", "runId": null, "seconds": null, "promptVersion": null }, "componentId": "6b27e390-f75b-42c5-b8b3-8012df6a0982", "parentComponentId": null }, { "bbox": { "h": 0.03, "w": 0.31, "x": 0.04, "y": 0.07 }, "kind": "title", "text": "Intelligent Technologies Will Reconfigure Roles", "attrs": null, "canon": { "kind": { "name": "Title", "slug": "title", "status": "active", "canonId": "019de52c-f7dd-76d9-b848-b1f12bd85cf4", "version": 1, "description": "Slide title or headline." }, "tool": null, "subkind": { "name": "Headline", "slug": "headline", "status": "active", "canonId": "019de52c-fae1-7463-9a7c-d60668eced0d", "version": 1, "description": null }, "framework": null }, "subkind": "headline", "groupRole": null, "confidence": null, "extraction": { "at": "2026-05-02 19:50:55.345+00", "model": "google/gemini-3.1-flash-lite-preview-20260303", "runId": null, "seconds": null, "promptVersion": null }, "componentId": "85fa15e8-b8d6-430a-a1d8-283b5f743077", "parentComponentId": null } ], "metrics": [ { "metricRaw": "Percentage of worker time potentially augmented / automated by intelligent technologies", "numberRaw": "59%", "numberKind": "percent", "actionTitle": "Intelligent Technologies Will Reconfigure Roles", "calloutText": "Workers are performing interactive and collaborative tasks more frequently, and repetitive ones less frequently.", "numberScale": null, "numberValue": 59, "metricFamily": "survey_sentiment", "numberCurrency": null } ], "tools": [ { "tool": { "name": "Action Titles", "slug": "action-titles", "status": "active", "bestFor": "Any decision-grade deliverable — strategy recommendation, board update, investment memo, M&A review, post-mortem — where the reader is being asked to agree, decide, or act and will skim the title bar at speed.", "canonId": "019dd956-ac70-700b-a608-ba58e78f5dcc", "version": 1, "bodyDocId": "816dad3c-9983-41c1-a86e-978ebd582841", "description": "The McKinsey-bred discipline of writing every slide title as a complete declarative sentence with a verb and an insight, not a topic label. 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By 2028, demand will decrease, but it will remain the dominant form of employment.", "attrs": null, "canon": { "kind": { "name": "Paragraph", "slug": "paragraph", "status": "active", "canonId": "5f2affc0-941d-4d07-959d-4bfc1930cea4", "version": 1, "description": "Single prose block in the body of a slide." }, "tool": null, "subkind": { "name": "Paragraph", "slug": "paragraph", "status": "active", "canonId": "019de52c-fb80-75af-aa5c-a7a4bfac2433", "version": 1, "description": null }, "framework": null }, "subkind": "paragraph", "groupRole": null, "confidence": null, "extraction": { "at": "2026-05-02 19:50:55.777+00", "model": "google/gemini-3.1-flash-lite-preview-20260303", "runId": null, "seconds": null, "promptVersion": null }, "componentId": "845f497c-922e-43a6-9eca-e39b96c7e8fe", "parentComponentId": null }, { "bbox": { "h": 0.4, "w": 0.25, "x": 0.69, "y": 0.24 }, "kind": "quote", "text": "Technology like AI puts a premium on human skills like empathy, creativity and critical thinking. But unless we analyze the everyday activities of workers on the ground, it’s hard to understand precisely how needs will evolve and where to take action.", "attrs": null, "canon": { "kind": { "name": "Quote", "slug": "quote", "status": "active", "canonId": "019de52c-f8fb-751e-8bc6-d58e2d59562a", "version": 1, "description": "Pull quote or testimonial." }, "tool": null, "subkind": { "name": "Pull quote", "slug": "pull-quote", "status": "active", "canonId": "019de52c-fbf9-76fe-97e1-a0b7540445c9", "version": 1, "description": null }, "framework": null }, "subkind": "pull-quote", "groupRole": null, "confidence": null, "extraction": { "at": "2026-05-02 19:50:55.777+00", "model": "google/gemini-3.1-flash-lite-preview-20260303", "runId": null, "seconds": null, "promptVersion": null }, "componentId": "22dae4c8-6c66-48df-968d-14459745a9de", "parentComponentId": null }, { "bbox": null, "kind": "quote", "text": "\"Technology like AI puts a premium on human skills like empathy, creativity and critical thinking. 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By their nature, these skills are acquired through practice and experience, often over long periods of time. They are not inculcated in the classroom, lecture hall or library.", "attrs": null, "canon": { "kind": { "name": "Paragraph", "slug": "paragraph", "status": "active", "canonId": "5f2affc0-941d-4d07-959d-4bfc1930cea4", "version": 1, "description": "Single prose block in the body of a slide." }, "tool": null, "subkind": { "name": "Paragraph", "slug": "paragraph", "status": "active", "canonId": "019de52c-fb80-75af-aa5c-a7a4bfac2433", "version": 1, "description": null }, "framework": null }, "subkind": "paragraph", "groupRole": null, "confidence": null, "extraction": { "at": "2026-05-02 19:50:55.734+00", "model": "google/gemini-3.1-flash-lite-preview-20260303", "runId": null, "seconds": null, "promptVersion": null }, "componentId": "0e216c26-c586-4501-94b3-425806989b62", "parentComponentId": null }, { "bbox": { "h": 0.1, "w": 0.4, "x": 0.5, "y": 0.6 }, "kind": "paragraph", "text": "Moreover, role clusters that use these experience-dependent skills more intensively, such as “Management and Leadership” and “Emotional and Support,” are precisely the roles that will grow in prominence and labor demand, worldwide, as intelligent systems spread.", "attrs": null, "canon": { "kind": { "name": "Paragraph", "slug": "paragraph", "status": "active", "canonId": "5f2affc0-941d-4d07-959d-4bfc1930cea4", "version": 1, "description": "Single prose block in the body of a slide." }, "tool": null, "subkind": { "name": "Paragraph", "slug": "paragraph", "status": "active", "canonId": "019de52c-fb80-75af-aa5c-a7a4bfac2433", "version": 1, "description": null }, "framework": null }, "subkind": "paragraph", "groupRole": null, "confidence": null, "extraction": { "at": "2026-05-02 19:50:55.734+00", "model": "google/gemini-3.1-flash-lite-preview-20260303", "runId": null, "seconds": null, "promptVersion": null }, "componentId": "69a64667-883a-403b-b9d5-8c85b5710074", "parentComponentId": null }, { "bbox": { "h": 0.12, "w": 0.4, "x": 0.5, "y": 0.71 }, "kind": "paragraph", "text": "In the meantime, skills gaps are widening and institutions are not equipped to cope. How can we start teaching these skillsets? How can we adapt learning systems to meet evolving skills demand? And how can we reach out to workers who are most in need of skills training, and help them learn, quickly?", "attrs": null, "canon": { "kind": { "name": "Paragraph", "slug": "paragraph", "status": "active", "canonId": "5f2affc0-941d-4d07-959d-4bfc1930cea4", "version": 1, "description": "Single prose block in the body of a slide." }, "tool": null, "subkind": { "name": "Paragraph", "slug": "paragraph", "status": "active", "canonId": "019de52c-fb80-75af-aa5c-a7a4bfac2433", "version": 1, "description": null }, "framework": null }, "subkind": "paragraph", "groupRole": null, "confidence": null, "extraction": { "at": "2026-05-02 19:50:55.734+00", "model": "google/gemini-3.1-flash-lite-preview-20260303", "runId": null, "seconds": null, "promptVersion": null }, "componentId": "7a02f915-2fe6-4752-a1af-f2b72aaa8f8e", "parentComponentId": null }, { "bbox": { "h": 0.08, "w": 0.4, "x": 0.5, "y": 0.38 }, "kind": "paragraph", "text": "Our analysis reveals that for almost every single role, a combination of Complex Reasoning, Creativity, Socio-emotional Intelligence and Sensory Perception skills (see Figure 6) is increasingly relevant.", "attrs": null, "canon": { "kind": { "name": "Paragraph", "slug": "paragraph", "status": "active", "canonId": "5f2affc0-941d-4d07-959d-4bfc1930cea4", "version": 1, "description": "Single prose block in the body of a slide." }, "tool": null, "subkind": { "name": "Paragraph", "slug": "paragraph", "status": "active", "canonId": "019de52c-fb80-75af-aa5c-a7a4bfac2433", "version": 1, "description": null }, "framework": null }, "subkind": "paragraph", "groupRole": null, "confidence": null, "extraction": { "at": "2026-05-02 19:50:55.734+00", "model": "google/gemini-3.1-flash-lite-preview-20260303", "runId": null, "seconds": null, "promptVersion": null }, "componentId": "c909d7f4-5891-4878-b49d-215fc463ef5d", "parentComponentId": null }, { "bbox": { "h": 0.15, "w": 0.4, "x": 0.5, "y": 0.22 }, "kind": "paragraph", "text": "The nature of work is evolving quickly, and will only accelerate as humans and machines increasingly collaborate with each other. We have seen how roles and tasks will change, but which skills will increase in importance?", "attrs": null, "canon": { "kind": { "name": "Paragraph", "slug": "paragraph", "status": "active", "canonId": "5f2affc0-941d-4d07-959d-4bfc1930cea4", "version": 1, "description": "Single prose block in the body of a slide." }, "tool": null, "subkind": { "name": "Paragraph", "slug": "paragraph", "status": "active", "canonId": "019de52c-fb80-75af-aa5c-a7a4bfac2433", "version": 1, "description": null }, "framework": null }, "subkind": "paragraph", "groupRole": null, "confidence": null, "extraction": { "at": "2026-05-02 19:50:55.734+00", "model": "google/gemini-3.1-flash-lite-preview-20260303", "runId": null, "seconds": null, "promptVersion": null }, "componentId": "f7ab9ea1-028c-4352-8729-2f23ebcee615", "parentComponentId": null }, { "bbox": { "h": 0.02, "w": 0.2, "x": 0.05, "y": 0.95 }, "kind": "source-note", "text": "14 IT’S LEARNING. JUST NOT AS WE KNOW IT.", "attrs": null, "canon": { "kind": { "name": "Source note", "slug": "source-note", "status": "active", "canonId": "23484952-494b-4a5e-b1ad-550d0d70e948", "version": 1, "description": "Attribution / source / caveat placed at the slide footer. 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What we have now is an innovation economy. Knowledge has been commoditized. There is no longer a competitive advantage in simply knowing more than other people, because Google knows everything. 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They also found that students learn more when they are forced to solve a problem rather than being taught the solution. 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Our demand for more creativity doesn't necessarily mean we need more ballerinas and sculptors, it means that each of us must be more creative in our daily activities. 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Lifelong learning, both inside and outside companies, should encompass a broader range of skills, especially for roles that do not currently utilize much complex reasoning, creativity and socio-emotional intelligence skills.", "attrs": null, "canon": { "kind": { "name": "Paragraph", "slug": "paragraph", "status": "active", "canonId": "5f2affc0-941d-4d07-959d-4bfc1930cea4", "version": 1, "description": "Single prose block in the body of a slide." }, "tool": null, "subkind": { "name": "Paragraph", "slug": "paragraph", "status": "active", "canonId": "019de52c-fb80-75af-aa5c-a7a4bfac2433", "version": 1, "description": null }, "framework": null }, "subkind": "paragraph", "groupRole": null, "confidence": null, "extraction": { "at": "2026-05-02 19:50:57.997+00", "model": "google/gemini-3.1-flash-lite-preview-20260303", "runId": null, "seconds": null, "promptVersion": null }, "componentId": "3a27af71-4103-42ca-9692-5610bc1ecaaf", "parentComponentId": null }, { "bbox": { "h": 0.25, "w": 0.6, "x": 0.04, "y": 0.18 }, "kind": "paragraph", "text": "Torrance Test for Creative Thinking have been around since the 1960s, while Montessori schools have been offering and assessing child-centered approaches for more than a hundred years. 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All rights reserved. Accenture, its logo, and High Performance Delivered are trademarks of Accenture. This document makes descriptive reference to trademarks that may be owned by others. 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Combining the power of innovative research techniques with a deep understanding of our clients’ industries, our team of 250 researchers and analysts spans 23 countries and publishes hundreds of reports, articles and points of view every year. Our thought-provoking research - supported by proprietary data and partnerships with leading organizations such as MIT and Singularity - guides our innovations and allows us to transform theories and fresh ideas into real-world solutions for our clients. 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