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In Jeanne Meister’s new Forbes article, she outlines 10 HR trends reshaping the workplace as generative AI becomes a cornerstone of business operations. The trends range from the impact of AI on entry-level positions to how it can be used to upskill employees and create new opportunities. Regarding the latter, Trend 3, Generative AI as an Opportunity to Upskill and Reskill Workers, highlights IKEA’s approach to solving the business problem of managing customer inquiries efficiently by utilizing AI. By deploying an AI bot to handle 47% of inquiries, IKEA freed up 8,500 customer service agents to be reskilled into virtual interior design consultants, unlocking a $1.4 billion revenue stream. This example underscores the importance of first identifying the business problem to solve or the opportunity to create organizational stakeholder value rather than starting with AI in HR use cases. With this as the backdrop, I’m resharing my editable template to help you think through AI in HR areas to pursue. As a bonus, I’m also sharing a People + Strategy article by IBM’s Chief HR Officer, Nickle LaMoreaux, where she shares how IBM began its AI in HR journey and achieved quick wins, including the introduction of AskHR, a digital assistant that now answers 94% of HR FAQs globally, reducing task completion time by over 75%.
