Last week, we discussed how artificial intelligence (AI), particularly the widespread adoption of generative AI (GenAI), has transformed the traditional HR functions across the six stages of the employee lifecycle. Many professionals want to understand what roles still remain for humans in HR.
The Big Question
Reflecting on our personal and professional experiences, my co-author, Dr. R.L. Fernando Garcia, and I reviewed the relevant literature and industry reports to answer:
How can HR professionals sustain their critical role in the organization when AI is transforming traditional HR functions?
The Answers
We provided our answers to the question in our recent article published in the International Journal of Contemporary Hospitality Management. Our reflection reveals that AI adoption does not diminish HR’s importance. Instead, AI will redefine the HR profession. HR professionals must strengthen the areas that AI cannot replace while embracing new responsibilities that emerge from AI integrations, with three pathways:
- Deepen human-centered expertise – Skills in empathy, cultural sensitivity, ethics, and conflict resolution remain uniquely human and will continue differentiate HR from machines. For instance, HR must actively listen to employees’ concerns to show empathy. They must also enhance their cultural sensitivity by participating in diversity and inclusion training. These areas will continue to differentiate HR professionals from machines.
- Lead responsible AI adoption – HR is increasingly responsible for supervising AI platforms, auditing bias, ensuring data ethics, and aligning AI outputs with organizational culture. This means HR professionals need to be vigilant in identifying and addressing any biases in AI algorithms, ensuring that AI is used in an ethical manner, and making sure that AI outputs align with the values and culture of the organization.
- Expand strategic influence – Liberated from routine administrative work, HR can now concentrate on shaping organizational culture, workforce planning, and talent development. This shift positions HR as a strategic partner, wielding significant influence in the organization’s trajectory.
How Can HR Professionals Remain Irreplaceable?
HR professionals are not in a race against AI, nor should they fear being replaced by it. Instead, they should focus on leveraging their uniquely human skills, such as empathy and cultural sensitivity, to ensure that technology enhances, rather than replaces, the human side of work.
Now, let’s reflect: Which uniquely human skills are most valuable in our HR team or organization? How prepared are we and today’s HR professionals to supervise and manage AI responsibility?
Stay tuned for another highlight of the answers to RQ3 next week — What research questions can be addressed to support organizations and HR professionals in a new GenAI-empowered work environment?
Linchi Kwok
Professor at The Collins College of Hospitality Management, Cal Poly Pomona
CAL Poly Pomona
