Vishal Bhalla, SVP Chief Experience Officer, Advocate Health.
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When you hear someone say "I'm going shopping," does it conjure up images of bustling aisles and the steady glide of a checkout belt? Or do you picture making a few clicks on a screen and having a delivery box show up on your doorstep? In the age of technology, our mental models are shifting—especially with the increasing use of bots, algorithms and generative AI. Does this mean we'll soon be ready for a reality where shopping involves both a friendly human cashier and a helpful AI assistant that offers product recommendations?
Now, as an HR leader, what do you envision when you think of the term "talent"? Do you imagine human professionals only, or can you also picture skilled AI tools—tech-based talent—in the equation? Imagine a world where this technology handles the mundane, thus freeing humans to soar in creativity and innovation. What roles should HR leaders play in managing these tech talents play, and how could we measure their cultural fit alongside their technical prowess?
Technological forces are shaping our experiences, impacting culture and reimagining who and what truly drives value. We must shift our perspective and embrace a symphony of talent where intuition and computation play in perfect harmony.
It's a steep learning curve, but the longer we wait to start, the steeper it gets. Because AI adoption requires frontline managers' understanding and cooperation, I believe HR leaders are integral to its success.
AI Adoption Requires A Culture Shift
When the discussion of AI adoption begins, it's vital to consider how interactions with these tools will contribute to employees' perception of the workplace culture. In this increasingly tech-driven world, it's sometimes impossible to separate the human and technological chords that play the music—or make the noise—of organizational culture. Can a helpful bot embody empathy and respect as effectively as a friendly co-worker? Is the role of AI tools to enable the basic effort while the human serves as the quality assurance final check?
These aren't mere rhetorical questions. They point to a profound shift in the landscape of work, and there's an imperative role that HR leaders must play. These professionals can step up to the podium at the very genesis of AI strategy and help guide the duet of human talent and tech talent in a way that reflects the soul of their organization.
If HR leaders are silent during AI strategy development, it's akin to not tuning musical instruments before a performance. Even if the musicians are excellent, the concert would be off-key. If there's no alignment with stated values, introducing AI technology could leave the organization sounding far too dissonant.
The Workplace Harmony Of Human And Tech Roles
Successfully adopting AI technology requires recognizing three aspects of a symbiotic relationship between human intuition and AI capabilities.
1. AI As An Assistant: In a recent NBC interview, Satya Nadella, CEO of Microsoft, discussed how he views AI technology as a tool that can assist with human workflows. We can see this dynamic in play with technology like writing assistants and "co"-pilots that silently listen in on your online meetings and send follow-up notes.
2. AI As A (Reasonable) Replacement: It's possible for technology like robotic process automation and digital workers to take over for human effort. For example, if you contact customer service for a credit card company or airline via text, there's likely a digital agent that triages your request and guides you through the process. That's how tech talent can take over for human talent without erasing the need for it entirely.
3. AI As An Enhancement: Finally, companies can use generative AI technology to build on human capabilities. This is generally seen with tools like recommendation systems and optimization. For example, your favorite online store may use tech talent to suggest potential purchases. Then, once you find an item you're considering, the AI tool can summarize comments from thousands of reviews into a few words to help you make a decision.
As an HR leader, once you consider the ways that AI implementation could work for your company, you must consider ethics, cultural values and principles. The National Institute of Standards and Technology can provide a robust risk management framework, and similar expectations on the development and use of AI are highlighted in a White House Executive Order and EU regulation.
How HR Leaders Contribute To The Success Of AI Adoption
Much like a conductor navigating a score and relying on skilled musicians, leaders must commit to paving the way for the effective integration of AI into the workforce. Here are three ways that HR leaders can make a vital contribution to this process.
• Building Bridges: Employees must collaborate effectively with AI, which requires a spirit of partnership instead of competition. When human talent understands that tech talent is there to reduce burdens, they'll likely be more comfortable with the introduction of AI tools.
• Reimagining Work: HR leaders can help establish how work will look once AI tools are implemented. This means parsing how tasks will be delegated to tech talent, prime human talent or a hybrid.
• Defining Ethical Guardrails: Working closely with ethics professionals through the lens of organizational culture can help determine the ways AI usage can embody company values. There should be a particular focus on reflecting fairness, empathy and respect—qualities inherent in our human workforce.
As HR professionals, we tend to be very cautious and risk-averse in the face of change. We need to consciously examine how we innovate in this rapidly changing environment, without throwing caution to the wind.
The future of work is like an unwritten musical score awaiting notes of innovation. HR leaders have a distinctive opportunity to grasp the baton and lead the way in creating a workplace culture where the harmony of human values and the melody of AI capabilities come together like a symphony of excellence.
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