As artificial intelligence and automation rapidly reshape the workplace, HR leaders face a pivotal challenge: How can they harness the power of technology while keeping human connection at the heart of workplace culture, engagement, and innovation?
This critical question took centre stage at People Matters TechHR Pulse Mumbai, where industry experts explored the evolving role of HR in an AI-driven era. The fireside chat featured prominent voices, including Rohit Kilam, Chief Technology Officer at HDFC Life, and Raj Dubey, Director of HR at Bharat Petroleum Corporation, with Amit Kumar, Director of Product at Phenom, moderating the conversation.
In an era where machines can handle complex operations, the panellists emphasised that HR’s true role is not just to implement technology but to shape meaningful, people-centric experiences. From streamlining processes to personalising employee journeys, AI has presented us with a transformative opportunity—if wielded with empathy and creativity.
The discussion underscored a defining shift: HR is no longer just about managing tasks; it is about designing experiences. As automation accelerates, HR must strike a delicate balance—leveraging efficiency without losing authenticity, ensuring workplaces are not only productive but also deeply human.
As organisations integrate AI and automation, HR is evolving from managing transactions to designing experiences and shaping workplace culture. The discussion underscored a unique opportunity for HR to leverage technology as a catalyst for innovation while ensuring human connection remains at the core of the workplace. While machines handle operational efficiency, HR must balance technology with authenticity, fostering a workplace that is not only productive but also deeply human.
HR’s technological journey has evolved from basic tools like emails and spreadsheets to AI-powered workflows, mobile applications, and chatbots. Rohit Kilam, Chief Technology Officer at HDFC Life illustrated this shift with an example: “An AI agent can now manage hotel reservations, book flights, and consider personal preferences while making decisions. From a technology standpoint, this is exciting, but for HR, it raises uncertainties. Imagine managing a team composed of three humans and two AI bots—this reality is just a year away.”
This advancement has empowered HR teams to shift their focus from operations to experience design. Today, HR specialists are becoming experienced architects who craft personalised and engaging employee journeys, fostering a culture where individuals feel valued, supported, and empowered.
Amit Kumar, Director of Product at Phenom highlighted how AI is revolutionising HR by transforming unstructured data into actionable insights Recruiters, empowered by these insights, are evolving from the role of administrative managers to strategic talent advisors, while HR professionals empowered by GenAI are shifting from managing processes to designing employee experiences. Given this transformation, Kumar posed a crucial question to the panellists, “ Which specific skills HR professionals must develop to effectively augment AI and enhance the employee experience?”
Building on this, Raj Dubey, Director of HR at Bharat Petroleum Corporation shared how his organisation leveraged conversational AI to address rising attrition. By analysing exit interviews and post-departure surveys, they identified key concerns, including uncertainty around job postings and relocation policies. “One surprising insight AI provided was the importance of ‘creating hope’ within the company—whether for career growth or stability,” Dubey noted. He further added that acting on these insights, in a period of six months, the company introduced transparent appraisals and structured transfer policies. As a result, attrition was reduced by half over the next 18 months, with AI playing a significant role in this transformation.
This case highlights the potential of combining AI’s analytical power with human-led action to drive meaningful change.
AI is also transforming learning and development, offering employees personalised, real-time opportunities to upskill. Raj Dubey highlighted how AI recommendations can enhance learning experiences, sharing a personal example, wherein the company’s HR platform [IPASSION] suggested a design thinking course from Kellogg’s Institute while he was working on an innovation-related project. He, however, acknowledged that AI cannot fully manage the learning process, and human oversight is still needed for approving courses, handling payments, and coordinating logistics.
The discussion also touched on evolving leadership styles, particularly with Gen Z employees who prefer collaborative decision-making over traditional directive approaches. “We piloted an AI-assisted coaching tool that listens to manager-employee conversations and suggests coaching-style questions in real time. This blend of AI and human intervention helps reinforce coaching behaviours,” Dubey added.
Building on this Kilam connected AI-driven learning to the concept of ‘just-in-time learning.’ Instead of enrolling in lengthy courses, employees can access specific skills on demand, apply them immediately, and enhance their productivity,” he shared.
While AI’s potential in HR is undeniable, its adoption has not been without challenges. Kumar pointed out two major hurdles in this regard that he believes are holding organisations back: high implementation costs and the inability to effectively address key use cases. “A year ago, AI adoption remained costly, and many use cases lacked clarity, resulting in siloed implementations and persistent scalability issues,” he explained.
This uncertainty made many CXOs hesitant to invest, as the returns on AI adoption were unclear. However, recent advancements have reshaped the landscape. The Mixture of Experts (MoE) model—where multiple intelligent agents collaborate to generate insights—has significantly reduced AI implementation costs. This innovation has made AI more accessible and scalable, enabling organizations to focus on high-impact use cases aligned with strategic goals.
Additionally, organisations are prioritising data privacy. Given AI’s reliance on conversational and employee data, robust security measures have become essential. Customised large language models (LLMs) are being implemented to balance privacy with innovation, ensuring compliance without compromising functionality.
Even as automation takes centre stage, empathy remains a cornerstone of HR leadership. Today’s workforce, particularly Gen Z and millennials, value inclusive and collaborative workplace interactions.
Raj Dubey emphasised on the growing importance of empathy, especially as organisations transition to new work styles and adapt to a diverse workforce. “Traditionally, the petroleum industry was stable, but now, with energy disruptions, leadership must evolve—and AI can help with that.”
The panellists agreed that AI can support empathy-driven initiatives, supporting initiatives like coaching programs that help directive managers adopt more inclusive leadership styles. This combination of AI augmentation and human intuition fosters more meaningful interactions between managers and employees.
However, empathy is not just about tools or processes—it’s about a mindset. Organisations must cultivate a culture where human connection is prioritised, even in an environment increasingly driven by data and technology.
As AI and automation continue to evolve, the role of HR is being redefined. Technology is not the destination but the means to create a more engaging and efficient workplace. While AI can manage operational tasks, generate insights, and augment human capabilities, it is people who create impact.
HR is evolving from task management to experience design. Recruiters are becoming talent advisors, managers are transforming into coaches, and HR leaders are shaping culture and personalising employee experiences. Yet, in this transformation, the human touch remains irreplaceable.
The future of HR lies in its ability to balance efficiency with empathy. By leveraging AI, organisations can build workplaces that are operationally seamless, highly engaging, and deeply human. As the workplace continues to transform, HR’s role in nurturing human connection will be more important than ever.
This journey isn’t just about adapting to change—it’s about leading it. By embracing both technology and humanity, HR can create a future where innovation and empathy coexist, unlocking the full potential of the workforce.
Did you find this story helpful?
What will be the biggest impact of AI on HR in 2025?
By clicking “Subscribe” button above, you are accepting our Terms & Conditions and Privacy Policy.
Français 
English