As AI agents take on more responsibility, they may prioritize efficiency over nuanced human judgment. In supply chain document automation... AI agents might optimize for speed but overlook regulatory complexities that require human expertise.
As AI agents explode on the scene and push towards overhauling corporate workflows, industry leaders warn of a growing tension between efficiency and judgment—one that pauses widespread adoption of AI agents.
We spoke with John Pennypacker, VP of Sales and Marketing at AI document processing startup Deep Cognition, to explore the juxtaposition of AI agents and human judgment.
Consequences of lack of oversight: "As AI agents take on more responsibility, they may prioritize efficiency over nuanced human judgment, leading to unintended consequences," says Pennypacker. Providing a concrete instance he adds: "In supply chain document automation, for example, an AI agent might optimize for speed but overlook regulatory complexities that require human expertise. Ensuring human oversight, even in highly automated workflows, is critical to maintaining accuracy and trust."
He ties this concept back to Deep Cognition, a generative AI solution that extracts complex document data to speed up data entry. Their guiding principle is clear: "At Deep Cognition, we say ‘the Human is in Charge, AI is the Assist.’"
In the supply chain space, this means AI could preemptively resolve document discrepancies, initiate compliance checks, or optimize workflows without human intervention.
Escalating issues: AI hallucinations and overconfidence in generated data remain concerns, especially in high-stakes environments like compliance and international trade. "If AI agents operate with too much autonomy without robust verification processes, they could inadvertently introduce errors that are difficult to detect until they escalate into major issues," explains Pennypacker.
Preemptive action: "AI-driven agents will shift interactions from reactive to proactive engagement," Pennypacker says. "Instead of users searching for information or manually handling repetitive tasks, AI agents will anticipate needs and take action autonomously."
Pennypacker continues with his example: "In the supply chain space, this means AI could preemptively resolve document discrepancies, initiate compliance checks, or optimize workflows without human intervention."
Changing expectations: Pennypacker sees a foundational shift in how customer service will take place: "AI-driven agents will redefine service expectations, making interactions feel more conversational and personalized. Users will expect seamless, real-time responses from AI agents across platforms, mirroring the experience of speaking with a knowledgeable expert rather than navigating static menus or rigid workflows."
Looking forward: "This evolution will lead to more frictionless, intelligent interactions, reducing operational bottlenecks and enhancing productivity," Pennypacker concludes.
