What's Next in AI: a conversation on AI and the workplace

Summary

The IBM chief HR officer discusses how IBM is using AI to augment human intelligence in the workforce. Key principles guide their AI efforts like having humans in the loop for decisions, transparency, and ethics. AI is handling repetitive tasks to allow more strategic work, improving experiences. AskHR chatbot handles 1.5 million conversations a year with high satisfaction. Automation also optimizes promotion cycles, saving significant time. The focus remains on the human workforce with care to build trust and comfort with AI. Experimentation and an ethical mindset are encouraged to start realizing AI benefits.

Takeaways

• 😊 IBM has over 250,000 employees participating in the AI revolution across various roles
• 💡 IBM sees AI as augmenting human intelligence rather than replacing it
• 🔒 IBM does not allow AI to be the sole decision maker in internal processes
• 🤝 IBM believes data and insights belong to the creator, not to the AI systems
• 👩‍💻 IBM is using AI chatbots to handle high volume basic HR queries, freeing up human resources for more complex questions
• 👍 IBM's AI-enabled HR assistant handles 1.5 million conversations per year with high customer satisfaction
• 🚀 IBM is achieving one grade level increase in average HR role complexity due to AI automation of basic queries
• ⚙️ Suggests starting small with AI automation and iterating based on feedback before scaling
• 🎯 AI can consolidate data from disparate sources to aid decision making in talent evaluation processes
• ✅ An IBM automation project saved 12,000 human hours in a single quarter for one promotions process

Q & A

What principles does IBM have around AI and the workforce?

IBM has principles that AI is meant to augment human intelligence, AI is never the decision maker, and data and insights belong to the creator.

How can AI help create more jobs?

AI can take over repetitive and administrative tasks, freeing up more time for employees to focus on innovation, creativity, and value-adding work.

What are some key things HR departments need to consider with AI?

Key considerations are having principles around ethics, testing through experimentation, and implementing in small steps before scaling.

How is IBM using AI in HR processes?

IBM is using AI chatbots and automation for basic HR queries and transactions as well as bringing in data to help with talent management decisions.

What benefits has IBM seen from implementing AI in HR?

IBM has seen improvements in Net Promoter Score to +35, handling 1.5 million more HR conversations per year, and elevating HR professionals to more strategic work.

What advice does IBM have for starting with AI in HR?

Start with either a digital assistant for basic queries or automation focused on talent life cycle processes that involve lots of data consolidation.

How does IBM ensure AI models are trustworthy?

IBM focuses on principles of robustness, explainability, transparency on data sources, and evaluating fairness to build trust.

What is IBM's perspective on concerns about AI taking jobs?

IBM believes AI will augment jobs by automating repetitive tasks, allowing more time for innovation and value-adding work.

How can companies reskill workers along with AI adoption?

Provide opportunities to experiment with the technology over time to build skills through hands-on experience.

What is key for a successful AI implementation?

Having a thoughtful, ethical approach focused on augmenting employees' abilities along with gradual experimentation and scaling.