In the Era of digitalisation, e-commerce enterprises are becoming increasingly reliant on IT-dependent work systems in which humans and autonomous technological agents collaborate to increase the efficiency at Work . This study explores how employees in the e-commerce sector experience this human–machine collaboration, with a specific focus on its effects on work roles, role conflicts and decision-making processes. The research examines the integration of AI and automation in business operations, shedding light on the socio-technical dynamics that emerge from this intersection.

Theories like Work System Theory (WST), Human-AI Hybrid Theory, and Role Theory are used to analyse how IT-dependent systems structure the relationship between humans and autonomous agents, and how socio-technical factors affect the structure of work. WST provides a model for understanding the interaction between people, technology, and processes within systems that generate value. Human-AI Hybrid Theory emphasises the collaborative potential and interdependence between human cognitive capacities and AI functionalities. Role theory provides a framework for understanding how algorithmic systems function as role senders and how employees perceive, engage with and are influenced by these roles. 

Moreover, the study emphasises the importance of conjoined agency, where human actors retain strategic control while AI handles operational tasks. This shows the need for flexible system design and organisational structures that support mutual adaptation. 

In conclusion, this research provides valuable insights into how e-commerce organisations can use autonomous technology to improve operational performance and the human experience. The study identifies balancing automation with human adaptability as a key enabler for sustainable, customer oriented digital transformation.