AI has an incredibly wide and exciting future in HR, but it’s important to remember that the human element remains the focus. Without sounding too meta, at the heart of all our wonderful technologies lies our humanity and so where AI is most effective is freeing up teams from the day to-day drudgery of hygiene issues and employee requests. If there has ever been a question about AI’s place in HR, it lies in its potential to improve the employee experience for employees, but there are issues and caveats to consider.

Typically, HR’s exposure to technology has been disparate and patchy, with the weakest software a sort of allegory of how the whole department is perceived. Words like ‘pointless’, ‘frustrating’ and ‘confusing’ should be furthest from the lips of team members that work with it and yet, this is what they encounter. AI provides an opportunity to rewrite this narrative and with only one-in-ten HR professionals frequently utilising AI in their roles, the potential to redefine this experience is broad in scope and seismic in impact. In a study undertaken by AMPLYFI, 62 percent of employees stated that they do not have enough time to access all of the information needed to carry out their job and so when they are looking for information about their own employment, they are already working under time-poor conditions and try to side-step the digital platforms that should be helping them to gain access to the information they need. Add to this the increasing number of policies and changing legal obligations that companies and employees must adhere to and the risk of being lost in a quagmire of information is always high. The fact is, the information that is requested is usually pretty run-of-the-mill – queries about leave or benefits provision, for example – but in too many cases, they turn to the HR team, which completely negates the investment in the tech. When you replicate that same thought process across a company with a headcount of 10,000, HR’s role becomes less strategic and evermore iterative when asked the same questions repeatedly. This is not a good use of time, when generative AI can take the burden of banality away, freeing up time and resources for more impactful tasks and this can be found in various forms, explained herein.

AI-powered chatbots: These can take over answering all the frequently asked questions, directing employees to the information they require swiftly or providing them with a series of options that they can move forward with at their own pace. Bias detection in content generation: Beyond the efficiency gains, AI can also be a champion for fairness and inclusivity within the organisation. T hese innovative tools boast features that enable the creation of bias checkers within their content generation capabilities. This empowers HR professionals and content creators to craft clear and concise communication, free from unintentional biases. AI-powered policy management: AI can analyse present company policies against incoming legislation; highlighting differences, proposing relevant changes and then rolling out specified changes across multiple policies or indeed, markets. Why stop at one language when AI knows them all? Policy management becomes less ‘large project’ and more ‘set and go’, releasing HR professionals from the time-consuming task of version updates. Enhanced search functions: AI powered search can cut through the noise and deliver the most relevant results to employee queries. It can also offer them an opportunity to explore themes in depth. For example, an employee interested in sustainability can use the search function to learn more about their workplace’s sustainable policies, eliminating the need to navigate through multiple folders or areas. Nobody enjoys being in the weeds and AI offers a type of efficiency that allows both employees and HR professionals to focus on what is important. Instead of being lost in the finer details or repetitive actions, AI frees up time and provides the opportunity to focus on strategising for success.

Many people work for organisations that produce exquisite customer-facing technologies, products and services. So, why should internal processes or experiences be any different? Imagine an organisation telling a potential customer they could have all five of the products they produce, but to access each one they required a separate login. The outcome is quite simple – they would quickly become an ex-potential customer and go elsewhere to a competitor who suited their needs better. Employees are internal customers and every internal touchpoint is a plus or negative score on the constantly shifting scale of the employee experience. Similarly, if an item is sold to a customer without providing them with confirmation of payment, a tracking number for their dispatched item and updates on the post-purchase process, they would feel lost and unappreciated, leave a bad review and never return. For HR, the same risk applies to talent management – an employee who lacks clarity on their growth potential within the business is an attrition prospect, leading to more churn and instability – hardly a setting where employees and managers create their best work. The potential of AI to plot employee accomplishments against personalised goals provides greater clarity on progress, inspiring productivity. Goals become tangible and achievable instead of arbitrarily set every six-or-12 months.

AI and gamification are also tools that can foster in-house development and could also identify novel growth paths within the business, that may not have previously been considered. While utilising AI in HR can open a number of doors for productivity and prosperity, it is important to remember that, like any powerful tool, it should be used responsibly and ethically. Concerns surrounding ethics of AI can feel like we are crossing over into the realm of science fiction, but with advancements blurring the lines between reality and fiction, proactive steps are essential to navigate both the opportunities and potential pitfalls it presents. Let us now look at some common concerns.

Data security and privacy: This is a valid concern for any technology that leverages data. However, compared to open platforms like social media, HR databases exist in secure, closed environments. Implementing robust data security measures and adhering to relevant regulations is key to mitigating these risks. Transparency and fairness: Clear and transparent policies regarding AI usage across the organisation are essential. These policies should outline the purposes for which AI is used, the data it uses and how it aligns with ethical principles. Encouraging open communication about AI’s role in HR can alleviate concerns and build trust among both employees and management. By proactively addressing potential risks and implementing responsible AI practices, organisations can ensure they leverage their full potential, while creating a sense of reassurance and trust among all stakeholders. Nurturing a culture of transparency and open communication around AI’s role within HR is crucial for ensuring its successful and ethical implementation.

Remember, embracing technological progress is a step towards an exciting future, whilst still requiring careful navigation. Responsible use and a commitment to ethical principles are critical. In today’s world, far too many HR professionals are limited by the technology they work with. Their potential is stymied and through this, the scope and pace at which they can positively encourage change within their companies. AI is a fantastic and exciting tool that can enable HR professionals to step beyond repetitive administration and be empowered to drive the company vision forward. It can provide a level of engagement and connection with employees that until now has been previously out of reach for management. AI has the potential to touch all avenues of our lives, at home, at work and within society. While change can be scary, it is important to remember the goal of using AI is to improve the user experience, whoever that user is. The beauty of its f luidity means that it can adapt to suit the parameters you set.

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