Artificial intelligence (AI) has been around for some time, but the launch of ChatGPT last November took it mainstream. Suddenly, anyone with an internet connection could access this new technology.
Many businesses have greeted the evolution of AI with excitement. Its ability to automate processes, generate content, help with candidate attraction and selection, support decision-making, and more promises much for productivity. Others are more sceptical, fearing it could impair – rather than enhance – the quality and integrity of people’s work and even do away with some jobs altogether.
It’s natural to be wary of innovation and change. People have been mistrustful of new technologies throughout history and many inventions we take for granted today, such as the telephone, the television, and the car, were rejected at first. However, businesses shouldn’t let their fear of the unknown stop them from exploring AI’s potential. The key is to do so with their eyes wide open so they can, with the support of HR, manage how it’s used and navigate the risks.
Have a strategy
One of the biggest concerns about the latest AI tools is that they’re readily available, and anyone within the organisation could be using them without consent or supervision. Therefore, developing a plan that clearly outlines how AI should be used and for what purpose is vital.
There are many ways to apply AI, but focusing on the processes and areas with the highest potential returns is an advisable first step. To inform their approach, businesses should engage staff through brainstorming sessions to identify areas promising the most significant benefits. Choosing at least one area that will deliver results quickly can help build confidence and momentum.
HR teams play a critical role in developing the strategy and communicating it to staff. Employee engagement and education are fundamental to achieving the desired outcomes and ensuring the workforce adapts to new ways of working.
Be transparent
No matter how a business uses or experiments with AI, it must consider the risks. AI’s ability to generate content from organisational policies to training materials can save valuable time. However, concerns about the quality and accuracy of AI-generated content mean that it should be used with caution. After all, AI is only as unbiased and accurate as the data it has been trained on.
To maintain the organisation’s reputation and retain customer trust, HR should develop a clear policy to guide AI use.
This policy should be communicated to employees so they know when and how to use AI, as well as understand the need for transparency and accountability. In other words, employees shouldn’t blindly rely on AI’s output but should apply judgment and clearly state where AI has been used.
Be compliant
How AI uses data is another area of concern. While AI-powered automation can reduce the administrative workload of HR, it often relies on large amounts of personal data to learn, make predictions, and support decision-making. This aspect of AI raises important questions, particularly when an organisation uses private, open access tools. What exactly do AI systems do with our data? What happens if the data falls into the wrong hands or the systems are breached?
To overcome these issues, responsible use of AI is critical and essential to any AI policy. That means specifying that employees should not share confidential data in open source tools and ensuring that data use and protection policies, including GDPR, are always followed.
Maintain the human touch
Although AI can improve efficiencies and free up people to focus on higher-value work, it’s not a substitute for human emotions and capabilities such as empathy, critical thinking and creativity. Nor can AI work in isolation – human oversight and review are still needed to prevent biases and errors creeping into AI algorithms.
To strike a balance between automation and human intelligence, HR teams should implement AI judiciously by applying intuition and insight to AI data when making important decisions about promotions, role changes, and company culture.
As the debate around AI intensifies and the technology advances, there are still issues to be ironed out. However, HR professionals can play a crucial role in helping their organisation unlock AI’s potential. It has been said that AI won’t replace our jobs, but someone proficient in AI might, so now’s the time to experiment, learn and understand how the best of AI can help teams be even better at work.
