PwC Australia calls for workforce redesign as AI reshapes business operations

Artificial intelligence is moving beyond automation to fundamentally reshape how organisations structure work, develop talent and govern operations, according to a new report from PwC Australia.

The firm's Global Business Services (GBS) Study 2025 found that businesses are increasingly adopting AI to boost efficiency, cut costs and improve quality, while preparing for a future where employees oversee AI-driven processes instead of performing routine tasks.

The study found that 96% of organisations identified efficiency as the primary driver for AI and robotic process automation (RPA), followed by cost reduction (85%) and quality improvement (84%). 

Yet adoption remains nascent, with only 14% reporting widespread use of generative and agentic AI, while 45% are still exploring or planning its implementation.

AI demands a new workforce model

The report noted, AI is transforming organisational structures by shifting employees towards higher-value work, including exception handling, process ownership and AI oversight.

The report found organisations are prioritising skills in data analytics (76%), process automation and RPA (66%), project and change management (61%), and generative AI (54%), underscoring the growing need for AI-ready workforces.

Governance and capability become critical

The report mentioned, that successful AI adoption depends as much on governance as technology, calling for stronger oversight, auditability and clearly defined human accountability.

It also highlighted the growing role of Global Capability Centres (GCCs), with around three-quarters of organisations investing in or planning centres of excellence to build scalable capabilities in AI, analytics and digital transformation.

PwC concluded that organisations that redesign their workforce, operating models and governance around AI will be best placed to realise long-term business value and maintain a competitive edge.