Digital Workforce by 71 SI
Put intelligence to work.
Digital Workforce is the 71 SI digital-role product and co-creation system for enterprises. Taking a real role as the unit, we combine duties, knowledge, process, tools and permissions into digital employees that truly carry the work—and measure the value by actual results.
Digital position
Not an Agent, but a role.
A digital position that can genuinely work needs to be clear about what it owns, what it knows, which tools it may use, which permissions it holds, and which results it is finally accountable for.
The 71 SI Digital Position Model
- Position goal
- What it must accomplish
- Duties & tasks
- What exactly it owns
- Inputs & outputs
- What it receives, what it delivers
- Knowledge & rules
- What it should know and follow
- Process & tools
- How it works, which systems it calls
- Permissions & boundaries
- What it may do, what must go to a human
- Results & review
- How the work is measured
Do not ask first what an Agent can do—ask first what this role is responsible for.
From tool to role
Intelligence no longer only assists—it starts to carry the work.
| Copilot | RPA | AI Agent | Digital position | |
|---|---|---|---|---|
| Assists work | ✓ | — | ✓ | ✓ |
| Executes autonomously | Limited | ✓ | ✓ | ✓ |
| Understands context | ✓ | Weak | ✓ | ✓ |
| Uses enterprise systems | Partial | ✓ | ✓ | ✓ |
| Defined role duties | — | — | — | ✓ |
| Permission boundary | Partial | Fixed | Partial | ✓ |
| Ongoing review | — | — | — | ✓ |
| Accountable for results | — | — | Partial | ✓ |
An Agent is a technical form; a digital position is a form of work.
Digital Workforce does not focus on how much AI can do, but on whether those capabilities add up to a role that can genuinely work.
Digital positions
Start with this work.
Digital Customer Service
Owns customer inquiries and service handling.
Not just answering FAQs—it reads orders, calls systems, and executes standard service procedures.
AI Operations
Continuously handles day-to-day operations.
AI Sales Associate
Helps sales keep every customer moving forward.
AI Procurement
Takes on the repetitive work inside procurement.
Roles come from real business, not a preset catalogue. Service, operations, sales and procurement are only the start—any work with a clear goal, reasonably stable rules and measurable results can be redesigned into a digital position.
How we co-create
Start with one role.
- 01
Role diagnosis
Observe the real work first: what this role does each day, where the time goes, which systems it touches, what repeats, and what requires judgment.
- 02
Role design
Define the digital employee: goal, duties, knowledge, process, tools, permissions and review.
- 03
Shadow Mode
Let intelligence shadow the work instead of taking over. Watch how it judges and handles cases, and compare against what real employees do.
- 04
Human-AI collaboration
Hand over well-bounded, low-risk tasks step by step. Important judgment calls and exceptions stay with people.
- 05
Go live
The digital employee continuously carries the stable part of the work.
- 06
Ongoing review
Review it like a role: volume, completion rate, accuracy, cost, response time and business outcomes.
Human-AI collaboration
Not replacing everyone—redistributing the work.
Digital employee
- Repetitive
- Continuous
- High-frequency
- Clear rules
- Heavy information lookup
- Cross-system execution
People
- Relationships
- Judgment
- Exceptions
- Creativity
- Accountability
- Complex decisions
Give machines the work that suits machines, and leave the more valuable work to people.
Results
A digital position must add up.
Volume
How many tasks it completes each month.
Efficiency
Change in average handling time per task.
Cost
Change in unit task cost and human effort.
Quality
Completion rate, accuracy, first-contact resolution.
Capacity
7×24 coverage, concurrency, response time.
Business outcome
Role-specific metrics such as deals, satisfaction, inventory and collections.
If a digital employee cannot be measured, it is not yet a real role.
Illustrative workflow
How an e-commerce digital CS works
The following illustrates a typical workflow to show how a digital position completes one full service journey. It is not a specific customer case.
From answering questions to completing the service.
Which roles are worth handing over first?
- ✓High, recurring volume
- ✓Lots of repetitive operations
- ✓Reasonably stable workflow
- ✓Rules can be stated clearly
- ✓Needs multiple systems or knowledge
- ✓Results can be measured
Four or more usually means it is worth a closer look.
Frequently asked questions
What is a digital employee?+
A digital employee is an intelligent work unit built around a real role. It has a clear goal and duties, holds the knowledge and rules it needs, can call enterprise systems and tools, works within controlled permissions, and is accountable for measurable results.
How is a digital employee different from an AI Agent?+
An Agent is a technical form; a digital position is a form of work. An Agent describes a program that executes tasks autonomously; a digital employee describes a role with duties, boundaries and ongoing review. One digital employee may use several Agents internally, but what it delivers is a complete stretch of work.
How is a digital employee different from RPA?+
RPA clicks through fixed steps and breaks when something falls outside the flow. A digital employee understands context and exceptions, handles unstructured information, and decides the next step within its rules. RPA suits unchanging mechanical operations; a digital employee suits work that needs understanding and judgment.
Will digital employees fully replace people?+
No. Our approach is to redistribute the work: repetitive, high-frequency, rule-based parts go to the digital employee, while relationships, judgment, exceptions and complex decisions stay with people. For most roles the outcome is collaboration, not elimination.
Which roles suit a digital employee?+
High recurring volume, many repetitive operations, a reasonably stable workflow, rules that can be stated clearly, a need for multiple systems or knowledge, and measurable results. Roles matching four or more of these are usually worth a closer look.
How does it connect to our existing systems?+
Through APIs, databases, RPA or system integration with the CRM, ERP, OA, helpdesk and ticketing systems you already run—no replacement required. The scope follows the role: only the read and write permissions that this role needs are opened.
Is enterprise data safe?+
Digital employees run inside controlled permissions: what is readable, what is writable and what needs human confirmation are all set before go-live, and every action is auditable and reversible. For data-sensitive scenarios we support private or dedicated deployment.
How long does it take to go live?+
A well-bounded role typically completes diagnosis, design and Shadow Mode validation within weeks, then moves into collaboration and go-live. We do not recommend covering a whole department at once—prove the result with one role first.
How is it priced?+
Pricing follows the role and its workload rather than stacking features per seat. The exact scope is confirmed after the role assessment—first clarify what this role owns, how many tasks it handles and which systems it needs, then we propose accordingly.
How do you measure the impact?+
Measure it like a role: volume, efficiency, cost, quality, capacity and business outcome—tasks completed per month, average handling time, unit task cost, completion and first-contact resolution rate, 7×24 coverage and response time, plus role-specific metrics such as deals and satisfaction.
Related
Start co-creating
Design your first digital role.
Tell us what one role does every day, and we will look together at which work can genuinely be handed over.