Augmented, not automated: Reworking the future of HR
As AI takes centre stage in the workplace, the conversation around its role in HR is becoming more central to business strategies. How will AI-based technologies augment HR capabilities? Which areas do HR leaders need to focus on? How will it transform the experience of employees at work? To what extent will machines replace the human touch, or elevate it?
These were the reflections on the opening panel on the topic “Augmented, Not Automated, Reworking the Future of HR”, which is part of a week-long series of conversations on the theme “ Strategic HR, Powered by AI: From Case Resolution to Culture Building” brought to you in partnership with Service Now.
Instead of seeing automation as a threat, the session spotlighted a more empowering lens: AI as an ally. Featuring a powerful lineup of leaders, including Chhavi Anand (TATA AIG), Steve Eltis (Sunshine Coast Council), and James Della-Porta (ServiceNow), the session explored how HR can move from managing transactions to leading transformations.
The discussion delved into real-world examples of AI not replacing, but augmenting human capability—from predictive analytics that enhance workforce planning to AI assistants that streamline onboarding and case resolution. At the heart of it all is a renewed vision of HR: one that’s strategic, empathetic, and deeply human.
The Shift That’s Underway
For decades, HR has operated under the weight of administrative tasks—processing leave forms, handling compliance paperwork, coordinating interviews. These transactional duties, while important, have often kept HR reactive and overburdened. But that dynamic is undergoing a fundamental shift.
“We’re moving from being primarily operational to becoming a much more strategic driver of business value,” said Steve Eltis, Head – People & Culture at Sunshine Coast Council. “Chatbots can handle routine queries, document processing can streamline onboarding, and smart scheduling tools can manage interviews across time zones. This doesn't just save time, it reduces errors, enhances consistency, and improves the employee experience.”
James Della-Porta, Director – Solution Sales, Employee Experience at ServiceNow, added that AI’s evolution is now entering a more proactive stage. “We’re moving into the next phase: agentic AI. This is where AI doesn’t just generate content but takes action, processes both structured and unstructured data, and interacts with other systems dynamically.”
For James, one of the most compelling opportunities lies in workforce planning. “AI can support planning at scale by analysing internal metrics, like skills, retention, and performance, and combining them with external market insights to guide strategic decisions.”
Even simple use cases, like summarising lengthy policy documents or surfacing case histories for new team members, can dramatically reduce ramp-up time and improve decision-making. “AI can now support data-driven workforce planning at scale,” James added. “By analysing internal metrics, skills, retention rates, performance trends, and combining them with external benchmarks and market insights, HR leaders can make far more informed decisions about the future of their workforce.”
Beyond operations and planning, the shift also touches on HR’s human side. Chhavi Anand, VP & Zonal Head HR at TATA AIG, reinforced this point: “While AI helps us achieve our goals more efficiently, it also gives us back the time to engage meaningfully with people. That, I believe, is going to be a huge value-add for HR roles moving forward. And we’re already seeing it happen—gradually, but steadily.”
Top Use Cases of AI
As AI moves deeper into HR workflows, its value is becoming less about automation and more about amplification, streamlining processes while enriching human judgment and personalisation. From hiring to learning to hybrid work, AI is enabling HR teams to act faster, smarter, and more strategically.
Talent acquisition stands out as a high-impact use case. “AI-powered platforms can scan thousands of CVs in minutes,” said Steve Eltis, “but more importantly, they can identify adjacent or transferable skills, things traditional filters might miss.” This not only accelerates hiring, he noted, but can also support more inclusive talent strategies, as long as human oversight remains central.
Learning and development is another area being reimagined. “Imagine being a new hire and having your learning pathway customised based on your role, aspirations, and learning style,” Steve said. With AI nudging learners at the right time and recommending tailored content, the experience becomes more engaging and contextual, without replacing the role of coaches or mentors.
Employee listening has also evolved dramatically. “AI can analyse open-text feedback from surveys, interviews, and collaboration tools in real time,” Steve explained. “It detects sentiment, flags emerging issues, and gives us a cultural pulse that used to take weeks or months of manual effort.”
Building on these themes, James Della-Porta highlighted AI’s role in talent mobility, particularly in surfacing hidden skills. “Someone working in a warehouse might be learning to code in their spare time. Traditionally, we wouldn’t spot that. But AI can pick it up through training data or growth conversations.”
James also underscored how onboarding can become more personal: “AI can tailor the journey to each new hire, connecting them to relevant communities or mentors, making integration smoother and more meaningful.”
Finally, he shared a lesser-discussed but promising use case: hybrid work planning. “AI can analyse your collaboration patterns and suggest the best day to come into the office, like a smart assistant saying, ‘Tuesday looks great for collaboration. Want us to book a desk and arrange catering?’ That’s the kind of contextual support that truly elevates experience.”
In all these examples, AI is not replacing HR—it’s amplifying it. By doing the heavy lifting, HR teams can focus on what matters most: insight, empathy, and action.
Rethinking Workforce Planning and Experience
AI is proving to be a strategic ally in workforce planning, especially in industries undergoing rapid transformation.
“AI can analyse internal data and external labour trends to model future workforce needs, identify emerging roles, and suggest reskilling strategies,” said Steve Eltis. “By taking over the analytical heavy lifting, it frees HR to focus on strategic decisions and interventions.”
Beyond planning, AI is also transforming how organisations listen to and respond to employees in real-time.
Chhavi Anand shared a personal example where an AI-driven mood tracker helped surface her desire for a role change. “The tool flagged a pattern, and that insight led to a meaningful one-on-one conversation with my manager and ultimately, a new role that fit better for both me and the organisation,” she said. “But AI alone isn’t enough. It’s what we do with the data that matters.”
She emphasised the importance of acting on insights in real time, recognising contributions, resolving concerns, and making experiences personal and timely.
