With the exponential growth and application of AI and machine learning tools, employees across industries are reflecting on the impact these technologies could have on their job responsibilities and job security. Human Resources is not immune to speculation about these same concerns, with some suggesting that AI in HR could lead to a diminished need for human participation in HR processes ranging from recruitment to onboarding and benefits administration.
In actuality, the proliferation of AI and machine learning tools only accentuates the importance of human participation and expertise to guide and enact the most important aspects of HR management. In this article, we’ll explore the benefits (and shortcomings) of AI and machine learning tools and demonstrate how human employees are and will remain integral to the key functions of HR.
What AI and Machine Learning Can Contribute to HR
In the context of HR, AI and machine learning tools can be incredibly helpful in completing routine, programmed, or automated tasks. They can also process, integrate, and learn from large pools of data and leverage that learning to further fine-tune HR processes. AI and machine learning tools emphasize productivity, efficiency, and consistency, lessening incidents of human error, especially related to redundant or undesirable tasks that have historically been completed manually.
The benefits of these tools are apparent when applied to filtering large quantities of applications through an applicant tracking system (ATS), applying jurisdiction-specific compliance parameters to HR software, or organizing and transferring a high volume of employee data. Automated software is also able to readily identify inconsistencies, inaccuracies or other issues by quickly scanning a breadth of data that would be tedious and time-consuming for a human employee to monitor.
Limitations of AI and Machine Learning Tools
Even with these benefits, AI and machine learning tools only emulate human intelligence and are geared towards completing repetitive tasks that do not require creativity, abstract thinking, or emotional intelligence.
As just one example, our related article on New Tech & Privacy Reforms with ATS Systems outlines how applicant tracking systems (without proper human oversight) can exercise demographic bias in the hiring process or collect personal data that should not be considered during the hiring process. Although they are a useful tool for prioritizing applications that closely match job requirements and desired credentials, without the participation of qualified HR professionals, these and other tools are incomplete.
Similarly, although software with automated, AI, or machine learning features can streamline the onboarding process to deliver essential resources to new hires, provide training modules, and expedite the uploading of new employee data, there are many other dimensions of the onboarding process that require human interaction. Whether it’s introducing a new hire to team members within their department, conducting a performance review, assisting with a long-term career/job advancement plan, or navigating benefits decisions based on personal or family circumstances, these tasks and others require human participation, collaboration, and emotional understanding to make a new hire feel more welcomed and concretely improve early productivity and employee retention.
Highlighting Human Contributions to HR
Fundamentally, AI can complement but not replace the human element that is needed in HR. HR involves managing people and relationships, which requires empathy, intuition, and interpersonal skills that AI and machines cannot authentically replicate. Another key consideration is that AI is incapable of dealing with unpredictable situations or making spontaneous judgment calls that require human discretion.
With recruitment, hiring, and onboarding in mind, a human being can more fluidly hold a conversation with an applicant, new hire, or employee and gauge their attitude, personality, and general compatibility with company culture. Human HR staff also possess the ability to listen, relate to, and commiserate with an employee’s concerns about a particular issue, or to offer practical support with a goal or long-term aspiration they discuss. Whether it’s gracefully troubleshooting a departmental issue, miscommunication, or a dispute about overtime or PTO, human intervention and interaction helps organizations resolve issues more easily, ensuring greater cohesion and connection across the workforce.
Ironically, during the COVID-19 pandemic, which created greater degrees of alienation among workforces due to fractured work schedules and work environments, human HR staff became even more integral to the process of improving employee retention and employee satisfaction. HR professionals during this time were required to ensure that employees remained connected with their employer, engaged with other team members, and supported through wellness and perks programs that aimed to support employee mental and physical health.
The importance of human HR staff remains today as many companies have sustained remote or hybrid-at-will work configurations, which require greater participation from HR staff to ensure employees feel connected, valued, and supported as they fulfill their job responsibilities from a range of locations and using a variety of schedules.
Leveraging AI and Machine Learning as Complementary Tools
As we’ve discussed, humans possess the capacity to think and respond much more dynamically and idiosyncratically than AI or machine learning tools, which allows HR professionals to respond to each concern, situation, project, or individual on a case-by-case basis, considering all of the interpersonal and emotional factors at play. This makes human beings permanently indispensable to human resources processes throughout the entire employee lifecycle.
Of course, AI and machine learning tools like ATS systems and automated electronic onboarding tools can still relieve HR staff of time-consuming and redundant manual tasks, allowing them to focus on higher priority concerns, especially those that require nuanced problem solving, emotional intelligence, and the ability to shift between short-term and long-term thinking. The best approach is to leverage AI and machine learning tools where appropriate within your organization while understanding that human oversight and human participation will always be needed to ensure productivity, employee satisfaction, and a sense of connection across your workforce.
Improve Hiring and Onboarding with Cello HR
AI systems cannot replace HR recruiters or eliminate the need for human participation in hiring, onboarding, benefits administration and other essential aspects of HR management.
Looking for support and resources to help you navigate the changing landscape of HR? Cello HR has a wealth of knowledge and expertise. Contact us today to learn how we can help you stay up-to-date with the latest HR trends and best practices.