Unlocking the power of AI agents for the frontline workforce
In this Q&A, we speak to Andy Nicholas (pictured) from WorkJam about the frontline workforce, and how Artificial Intelligence (AI) – and agentic AI in particular – are going to be game-changers.
- Let’s start with the basics—what exactly is agentic AI, and how does it differ from what most companies are using today?
Most AI implementations today are reactive – they respond to prompts, retrieve information, and require human follow-up. Agentic AI goes several steps further. It acts autonomously based on context, orchestrates actions across systems, and learns over time. For frontline teams, that means AI that doesn’t just suggest what to do, it actually initiates tasks, connects workflows, and supports decision-making in real time.
- Why has the frontline workforce largely been overlooked when it comes to AI innovation?
The frontline, representing 80% of the global workforce, has historically been under-served by digital transformation. While corporate teams gained access to modern tools and platforms, frontline workers were left navigating fragmented systems and manual processes. The result is lost productivity, disengagement, and missed opportunities for operational efficiency. WorkJam’s mission is to change that by bringing intelligent, intuitive AI capabilities directly to the frontline.
- You talk about the “three stages” of AI evolution. Where do most enterprises fall today – and why does that matter?
Most enterprises are still in Stage 1: using AI as an assistant to retrieve data, summarise content, or answer basic questions. It’s helpful, but not transformative. Stage 2 is where AI shifts from being a passive assistant to an active coordinator — initiating workflows, predicting needs, and operating within a “Human-in-the-Loop” model.
That’s where WorkJam is already beginning to deliver impact. For example, when poor task execution is detected, our platform can automatically assign targeted training — closing the loop between performance data and action. That kind of intelligent, cross-module automation marks the start of agentic AI on the frontline.
Unlike point solutions, WorkJam unifies task management, learning, scheduling, and communications in a single platform — which means we can scale this kind of capability with minimal custom work. Others are still figuring out how to connect the dots. We’ve already built the foundation and we’re ahead in making Stage 2 a frontline reality.
- What are some concrete frontline use cases where agentic AI is delivering real impact today?
One powerful example is how WorkJam uses performance data to drive action. When poor task execution is detected – say, a store fails an operational audit or a task is marked incomplete multiple times – our system can automatically trigger targeted training or follow-up actions, without requiring manager intervention. That’s agentic AI in action: identifying an issue and initiating the right workflow to resolve it.
This is possible because WorkJam unifies task management, training, and communications on one platform. It allows us to close the loop between insight and action, something that’s nearly impossible with fragmented tools. While broader AI coordination is still evolving across the industry, WorkJam is already delivering agentic capabilities at scale, with a clear path to even deeper automation ahead.
- What’s holding companies back from moving to agentic AI for their frontline operations?
The barriers are often mindset and infrastructure, rather than the technology. Many organisations still view AI as a back-office tool rather than an operational driver. Others lack the ‘connective tissue’ between systems to enable intelligent workflows. That’s why WorkJam built its AI Agent to be deeply integrated, interoperable, and purpose-built for the complexities of frontline environments. We help enterprises move from siloed pilot programs to workable, scalable, real-world execution.
- How does WorkJam’s approach to AI differ from a typical chatbot or generative AI tool?
Our AI Agent isn’t just conversational, it’s contextual and action-driven. It doesn’t just surface information, but delivers personalised next-best actions. It understands the frontline environment, from shift schedules to compliance protocols, and adapts in real time. Plus, we’ve built it with enterprise-grade security, governance, and scalability, because for frontline transformation to be sustainable, it has to be both smart and highly secure.
- What does the future look like when agentic AI becomes the norm on the frontline?
Imagine autonomous staffing models that adjust to demand in real time, and inventory systems that detect low stock and automatically trigger replenishment tasks – no human prompting required. Think of training modules that launch automatically when a skill gap is detected. This is the future we are building towards – a multi-agent ecosystem where frontline operations become adaptive, resilient, and deeply human-centric. We see agentic AI not as a replacement for people, but as an enabler that empowers them to focus on what matters most.
- How do you ensure frontline employees trust and adopt AI-powered tools like WorkJam’s AI Agent?
Trust comes from relevance and transparency. Our AI Agent is designed to enhance, not complicate, the day-to-day work experience. It’s intuitive, built into the flow of work, and focused on real-world outcomes. We also ensure users understand what the AI is doing and why. By reducing cognitive load and eliminating friction, we’ve already seen strong adoption and engagement across industries and we expect that to grow exponentially.
- What advice would you give to leaders looking to start their frontline AI journey today?
Start by identifying the biggest friction points your frontline teams face, whether it’s accessing information, coordinating tasks, or managing compliance. Then look for AI solutions that integrate into your existing systems and workflows, rather than creating new silos. Most importantly, think beyond automation. The real opportunity lies in orchestration: using AI to connect people, systems, and actions in ways that improve performance, reduce complexity, and build operational resilience.
- And finally—what’s next for WorkJam’s AI roadmap?
We’re focused on expanding multi-agent capabilities, deepening predictive analytics, and continuing to enhance our integration framework. Our vision is to create an AI-powered frontline operating system, where intelligence is embedded into every interaction and decision. The future of frontline work isn’t just automated – it’s autonomous, adaptive, and empowered, and we are excited to help lead that charge.
