Maintaining the Human Touch in HR

As Artificial Intelligence (AI) technologies continue to transform the workplace, Human Resources (HR) practices are evolving to meet new challenges. Leila Goelz, Leadership Coach and Chief People and Transformation Officer at Games Global, highlights the importance of finding a balance between efficiency and meaningful human connections.

In the evolving field of HR, technology, particularly AI, has sparked both benefits and challenges in the workplace. Tools like ChatGPT, User Flow, and platforms utilising integrated technologies to operate machine learning modules have streamlined employee processes and improved accessibility. However, there is growing concern surrounding AI diminishing the human touch in HR.

There has been a significant increase in the use of AI tools and their impact on the workplace. According to Forbes’ 2024 findings, 62% of employers have implemented AI to assist employees with initial research for tasks and projects. Additionally, 58% have utilised the tool to help manage workflow, and 55% of workers have used the technology to analyse data. Notably, nearly two-thirds of employees rely on AI to double-check their work.

This uncertainty around correct usage begs the question: how can organisations use technology to their advantage while maintaining the purposeful interactions essential to effective HR practices?

Creativity Comes from Making Mistakes

Artificial intelligence has become a valuable tool for automating administrative tasks, drafting communications, and creating strategic documents, and ChatGPT is becoming increasingly visible in CVs and job applications. While these tools save time and enhance efficiency, they also risk diminishing creativity and individuality. An over-reliance on AI can result in similar pieces of work, potentially stifling the unique mistakes and insights used to spearhead innovation. Some of an individual’s best work may arise from errors, and there is a growing concern that, over time, AI could undermine people’s creativity and self-trust. 

However, the concern extends beyond content creation and not just AI tools. Technology, in general, dominates recruitment processes. Video interviews, for example, have become standard practice, providing greater accessibility and global reach. However, these interactions often lack the depth and rapport-building inherent in face-to-face meetings. Personality and organic conversations are being comprised for a more convenient interview process. Additionally, body language and expressive finesse are harder to capture on a screen, making it challenging to understand a candidate’s potential to their best abilities.

To tackle this, Games Global has adopted a hybrid recruitment model by recognising the value of personal interaction. While initial interviews do still often take place over video to maximise efficiency and global reach, the company prioritises in-person meetings for the later stages of the hiring process. This thoughtful approach blends the convenience of digital tools with the deeper connection that face-to-face interactions provide, ensuring a well-rounded candidate experience.

Gaining Worldwide Talent

Despite potential challenges, the integration of AI and technology in recruitment brings significant benefits. AI-powered tools allow HR teams the ability to reach a global pool of candidates, breaking down geographical barriers and fostering diversity in the workforce. Virtual interview platforms have enhanced accessibility, enabling those from different time zones and locations to participate in the hiring process seamlessly. By leveraging these advancements, HR can not only streamline recruitment but also build more inclusive and diverse teams, ensuring they attract top talent worldwide.

Employee Burnout

Aside from using technology to adhere to a swifter hiring process, the transition to digital-first communication has reshaped overall workplace dynamics. While video recording apps like Teams or Zoom enable instant connectivity, they also create a culture of back-to-back calls and constant availability, contributing to employee fatigue, which could result in severe burnout. The spontaneity of in-person discussions has been replaced by scheduled meetings, often limiting the opportunity for imaginative collaboration.

Despite these challenges, technology offers significant benefits to companies and can be seen as a double-edged sword in today’s society. While enabling global businesses to foster connections across continents, professionals can share insights and build networks that would have been impossible without digital platforms.

Finding a Balance: Pvercoming Challenges of AI use in HR

The key to making the most of AI lies in thoughtful technology integration with human-centric strategies, recognising how to use these platforms to the best of their abilities while ensuring the personal touch and that human interaction isn’t compromised. Games Global has been taking steps to utilise AI effectively by blending efficiency-driven tools with initiatives that prioritise team engagement.
A prime example is the introduction of an AI chatbot designed to handle routine queries such as holidays, annual leave, or policy clarifications. By implementing this bot, Games Global’s HR teams can focus on more meaningful, personal interactions by automating these administrative tasks to the works of AI. Individuals are required to ask these low-level organisational questions to the bot, so rather than replacing human touchpoints, this approach ensures that technology acts as a tool to support and enhance a team instead of using AI to do the groundwork for them. This initiative aims to use AI to gain further real-life interaction with employees. 

Beyond adapting automation into office life to ensure that the human element is omnipresent amid the daily tasks of a fast-paced worldwide organisation, Games Global fosters a culture of growth and collaboration through robust coaching and mentorship programs. Employees are encouraged to connect, share knowledge, and develop skills in an environment that values peer-to-peer engagement. These initiatives go beyond digital communication, creating opportunities for individuals to form genuine relationships and build connections within the team.

Additionally, Games Global champions global collaboration with a personal touch through initiatives like employee forums, well-being and Equality, Diversity and Inclusion (EDI) strategies. These platforms enable cross-location teamwork while preserving a sense of community. By using virtual platforms to bring employees together from different regions, and by fostering genuine human interactions, the company is cultivating a workplace culture where technology and personal connections thrive alongside each other.

Adapt and Evolution

It’s clear that HR has evolved over the years, but this doesn’t mean we have to throw out old practices in favour of new ones. Instead, we should look at how we can adapt to the changes technology brings. By embracing these advancements, companies can foster deep and authentic connections with employees, clients, and potential partners. Technology should serve as a tool to boost efficiency and create more time for personal interactions. The real challenge is figuring out where technology can make our lives easier and understanding the irreplaceable value of human touch and engagement.

As our world becomes more digital, it’s essential for HR to keep the human connection alive. By adopting thoughtful and engaging strategies, businesses can navigate change while nurturing the relationships that shape their culture. Ultimately, the future of work isn’t solely about our accomplishments; it’s about how we work together to achieve them.