The role of HR in the GenAI era

The field of human resources (HR) is constantly evolving, whether that's to handle new challenges or boost performance with new methods and insights. The era of generative AI (GenAI) introduces both new challenges and opportunities for growth. Needless to say, HR is evolving again.

How is the role of HR changing in the GenAI era?

The era of GenAI has ushered in a new set of challenges and opportunities for HR professionals. Here are three key ways that HR must adapt to stay ahead:

Using GenAI in HR processes

GenAI offers numerous opportunities for HR departments to streamline their processes and enhance decision-making. It has the potential to automate routine and repetitive tasks currently performed by HR professionals, such as data entry, recruitment processing, and employee onboarding, enabling HR teams to focus on more strategic and high-value tasks that require human expertise, creativity, and emotional intelligence. For instance, AI-powered chatbots can handle routine queries, freeing up HR staff for more complex tasks.

Leading the AI movement in the organisation

As GenAI becomes increasingly prevalent in the workplace, HR professionals will need to take a leading role in shaping its adoption and implementation. This may involve developing and implementing new policies, procedures, and training programmes to ensure that employees are comfortable with the use of AI technology.

Read more about HR’s leading role in GenAI adoption in our blog: How HR professionals can drive GenAI adoption.

Ensuring safe AI use and compliance

As custodians of employee data and wellbeing, HR departments must prioritise the safe and ethical use of GenAI. This includes implementing robust data protection measures to safeguard sensitive employee information processed by AI systems. HR professionals need to stay abreast of evolving regulations surrounding AI use in the workplace and ensure compliance. Discover how Narus can help mitigate the security risks associated with GenAI.

Will GenAI ever be able to replace humans in HR?

Short answer: no. While the handiness of GenAI in the HR department is indisputable, it can never replace human empathy, understanding, and connection.

Fearing the adoption of AI due to the concern that it may replace employees could hold your team and wider organisation back from the numerous benefits of GenAI. While these fears are valid, we are currently seeing a trend in the job market with a growing demand for “human-centric leadership”.

Here’s why AI can’t replace the HR department:

Inability to replicate human emotions and empathy: While AI can detect emotional cues, it fundamentally lacks genuine emotional intelligence. For instance, a chatbot may detect a user's frustration but fail to understand the underlying reasons or empathise with their concerns, potentially leading to superficial support and ineffective retention strategies.
Insufficient understanding of human behaviour: AI models often rely on data-driven patterns to make decisions, which can be incomplete or inaccurate when it comes to complex human behaviours. An AI-powered tool might predict employee turnover through numerical metrics, ignoring qualitative factors like workplace culture, interpersonal relationships, and individual motivations.
Limited contextual understanding: AI systems struggle to comprehend communication subtleties, including idioms, sarcasm, and figurative language. This limitation can result in significant misinterpretations of employee feedback, potentially causing serious consequences in HR decision-making processes.
Personal touch: Human relationships are fundamentally built on trust, emotional intelligence, and genuine empathy – essential qualities that current AI systems cannot authentically replicate. HR professionals remain irreplaceable in establishing personal connections, understanding individual employee needs, and providing nuanced, personalised support.

The way forward

As GenAI continues to reshape the HR landscape, a balanced approach that leverages both human expertise and AI capabilities is crucial. Here are some key strategies for navigating this new era:

Human oversight and collaboration with AI systems: The most successful organisations are prioritising human oversight and collaboration with AI systems to ensure that technology is used effectively and responsibly.
Hybrid HR models: Many companies are adopting hybrid HR models that combine the strengths of humans (emotional intelligence, contextual understanding) with the efficiency and scalability of AI systems.
Continuous skill development: To stay relevant in an AI-driven industry, HR professionals must invest time and effort into continuous skill development, including emerging technologies like AI.

The era of GenAI presents both challenges and opportunities for HR professionals. While AI will not replace human HR roles, it will undoubtedly transform them. By embracing AI technologies, developing new skills, and maintaining a focus on the human aspect of HR, professionals in this field can drive innovation and create more efficient, effective, and empathetic workplaces. The future of HR lies in striking the right balance between technological advancement and the irreplaceable human touch.