The Human Connect In The Age Of AI

Rapid advancement in technologies such as automation and artificial intelligence are reshaping industries and functions at an unprecedented pace, and the HR function is no exception. While new technologies bring innovation and efficiency to business and operational processes, they are also expected to transform people experience and the way work happens.  

Given the pace of change, it is important for leaders to work with people and help them understand how AI can enrich their jobs and assure people that technology need not take away their jobs. In the long run, technology helps us to do more complex and more creative work.

Technology also helps people processes become more customised and creative. It helps organisations manage people and processes across locations and time zones. Let us explore some of the ways in which people processes may be impacted with automation and AI. 

Balancing efficiency and empathy - the key challenge of automation

With technological advances, the importance of the human touch has only grown. People have a greater realisation that the human touch is irreplaceable. At the same time, automation can inadvertently create distances among people. While technology may help us design processes to be more standardised, error proof and repeatable, it can also lead to humans connecting less with each other.

We must make a conscious effort in the course of work to look beyond data, interfaces, and standard messages, and to connect up with people. Automation provides us with the data and workflows, so that we can customise our touch points better; so that we have time to do the more important things; and not so that we can disregard humans and get lost in the data.

It is the great responsibility of leaders to help maintain these priorities in organisations. Empathy and being able to establish meaningful connections, is what will differentiate great leaders and organisations.

A fusion of tech and warmth in onboarding

Today, HR leaders are innovating to use technology to bring a ‘wow’ human experience to their new team members. Personalised onboarding processes for new joiners, a virtual office tour guided by colleagues, and a one-on-one video call with superiors are some examples that companies are using to nurture a sense of belonging among the employees. 

Real-time insights for real-time engagement: rethinking employee feedback

Traditional annual surveys are now being replaced by real-time advanced analytics. This shift in approach allows HR leaders to gauge employee sentiments as they evolve, enabling them to promptly address concerns and celebrate achievements together. Engaged employees are not only passionate about their work, but they are also more dedicated to contributing their best efforts toward the company’s success.  

By embracing HR innovation to listen to our employees better and more often, we communicate to our employees that their voices matter and their well-being is our topmost priority. This real-time feedback loop nurtures a culture of open communication and shared growth.

Preparing workforce for technological changes through upskilling

Learning and development of the workforce is the biggest growth enabler for any organisation. Providing customised, individualised learning journeys, and constant upskilling & reskilling options is the only way to make people ready for the challenges of a rapidly evolving world. 

The fusion of technology and personal engagement has given rise to a dynamic learning culture in organisations, truly transforming them into ‘learning organisations. 

Addressing technology concerns and deploying technology for the benefit of the organisation

Employees at all levels have concerns about data privacy, biased systems arising from biased data inputs, large scale and disrupting changes, and lack of personal warmth in a global work environment. 

The role of HR leaders thus extends beyond implementing technology to ensure constant and clear communication, address insecurities and fears, and help employees cope with rapid changes in their lives and at work.

Leaders must work as coaches and help employees look after their financial, physical, mental, and social health. Technology can be a great enabler, helping employees make meaningful connections and forge communities within the organisation.

We should remember that technological innovations are to be deployed for reducing monotonous and routine tasks. We have a great opportunity to use technology to reaffirm the human touch and human connect. The only irreplaceable factor at workplaces is the warmth and regard we have for fellow humans. 

It is finally about leveraging technology to enhance our ability to care, understand, and engage with our people. HR leaders should remain committed to striking this harmonious balance. We are living in exciting times, and as leaders we can ask ourselves at the end of each day, “How am I optimising work methods in the organisation, deploying technology”? or, “How am I enabling people connects to run the organisation better”? and “How am I deploying technology to help each person to work to their full potential?”