You’d have to have been hiding under a rock not to notice the increasing use of AI in businesses and in particular HR. But striking the right balance between AI and people in your HR department is vital.
There is no doubt that AI can maximise operational efficiencies in HR thanks to automation, its ability to streamline tasks and scheduling which can provide answers to basic queries via chatbots. This can not only drive productivity, but profitability as well. But what’s important to point out, is that AI doesn’t understand people, it understands people data. And the data collected by AI is only as useful as the people who in turn interpret it.
Transactional
I like to think of AI as transactional. The benefits of which are speed, automation, and error reduction. The disadvantages are a loss of engagement, connection and creativity. So whilst embracing this technology is necessary, you should not lose sign of the value that a real person can bring.
When it comes to HR, AI, excels at resume sorting/screening interview coordination, administrative tasks like payroll, compliance tracking, document management, high volume application screening, onboarding checklists and data analysis. But because it lacks emotional intelligence, empathy, the ability to build relationships and does not have the necessary critical judgement for complex workplace decisions, an HR department without a people element would simply not function correctly.
Relationships, connection and engagement
Having people in the HR team is essential to deal with conflict resolution, i.e. handling grievances, disciplinary actions, sensitive workplace investigations, making choices on hiring, promotions, and terminations, delivering performance feedback, leadership development, mentoring/coaching and offering emotional support. These will all enable your people, and organisation, to feel valued and grow.
The ideal strategy is to let AI/technology handle routine mechanics, freeing up HR professionals valuable time to focus on relationship-driven tasks. Because let’s face it, a typical day in HR consists of structured tasks like interviews, appraisals and policy reviews and a constant stream of unscheduled, unpredictable human situations that require immediate judgement, careful handling, and a quality of attention that simply cannot be delegated to technology.
When organisations over-automate their HR function – replacing human touchpoints with self-service portals, chatbots and algorithmic processes – the losses are not always immediately visible. They accumulate in the quality of the employee experience, in the erosion of trust, and in the cultural drift that goes undetected because no one is paying the kind of attention that only humans can pay.
Hybrid approach
The most effective HR departments are those where they are clear about what technology handles and uncompromising about where human presence is non-negotiable. Our advice is to take the opportunity to reflect and think critically about the introduction of technology in the workplace, rather than being swayed by hype.
The modern HR department needs to create a ‘hybrid’ approach, whereby humans and technology work together, to improve HR practice as a whole. Workplaces should be supportive, encouraging places and it’s still important for employees to know that communication is valued and that their employer genuinely cares for them. When this human touch is balanced with technology processes companies can benefit from a more efficient and productive workforce.
How can we help?
If you would like help and support to develop your technology alongside your people, then please get in touch by emailing Debby Clayton debby@total-spectrum.com
