As artificial intelligence continues to gain ground across industries, companies are increasingly confronted with the contentious issues of consent and ethics. Also key is the question of whether AI will render certain roles obsolete, resulting in job losses. In a panel discussion at the HR Indaba, leaders reflected on the possibilities AI offers.
As the 2024 HR Indaba drew to a close, HR leaders from various industries gathered in a panel discussion to address the impact of artificial intelligence on work culture and business strategy.
The panel, composed of Mintor CEO Leanne Viviers, Ikigai People Advisory Services CEO Malisha Awunor, and Vodacom CHRO Matimba Mbungela, explored how robotics and machine learning have transformed people management and revolutionised strategic planning within organisations.
Matimba expressed optimism about the future of the HR profession, saying it offered great potential for impact across all functions of an organisation. Central to the discussion was the need to reskill workers and prepare businesses for artificial intelligence.
For Malisha, the fear of being obsolete (FOBO), which has dominated conversation around AI, is misplaced. She highlighted successful use cases, saying automation offered opportunities that people may not anticipate.
“We should have FOBO not because of AI, but because people skilled in its use will rake all the jobs. Artificial intelligence amplifies inclusion. We have a dyslexic team member who has been using it, and it has helped them communicate better,” she said.
She proposed an alternative view of AI, noting that it could unlock the potential of people and organisations. In advocating for adaptation, Malisha cited how predictive analytics could revolutionise systems within businesses.
“We need to meet people where they are. AI could change our structural inclusion mechanisms and unleash our true potential,” she said.
AI also presents the opportunity to enhance the inclusion of blue collar workers in a work culture typically adapted to white collar workers. This is according to Liannne, who noted that the technological capability for this shift already exists.
“We aim to ensure no one is left behind. We have a WhatsApp chatbot that takes people through our recruitment processes without the need to interact with the HR desk. It even engages them in their own languages. This has resulted in reduced turnover,” she said. Lianne encouraged HR professionals to use AI to open channels of communication with workers and make them feel valued. This, she added, would reduce the administrative burden and create more time for strategy and people relations.
The panellists also highlighted AI’s potential for boosting diversity, equity and inclusion (DEI) in organisations. Terming it ‘the ultimate empathy machine’, Malisha advocated the use of virtual reality for inclusion.
“Virtual reality can simulate the experiences of people of different races and genders. The minute we can feel it, our fundamental response to it shifts. Ultimately, AI learns its ethics from us,”she said.
Attendees were encouraged to expand their view and use of technology beyond transactions. Matimba proposed customisation as a use case. “Through this technology, we can personalise the employee journey for a more fulfilling experience. We could build the right employee value proposition segmented to individuals based on their life stages."
He shot down the notion that AI was a passing fad that could be resisted, saying this was a limited view of its possibilities. He invited participants to imagine the myriad job and business opportunities that could result from the technology.
“We cannot resist AI. How many of us used the traffic lights system while driving here this morning? That’s AI. Years ago, you couldn’t have imagined receiving food at your doorstep. But you do now. Think of all the possibilities AI could bring in the near future,” he said.
In her parting remarks, Lianne encouraged HR professionals to embrace AI, as it could free up time for higher-level tasks. However, she advocated incorporating humans into its functioning as a safeguard against negative outcomes, such as infringement of intellectual property and privacy. “Do you want to spend time on a job application, or use and apply your human insight to add value to the final product?” she said.
