A human resources department that manages a range of duties from strategic planning, employee welfare, and preserving employee branding is crucial for practically all firms throughout the world. The HR department is always working on a variety of projects that have to do with developing hiring strategies, employee training, payroll, employee welfare, and other things. However, it is challenging for HR professionals to keep up with the pace and manage all the tasks with the growing employee strength and strong attention to keeping the company's identity. In this situation, technology has become the HR department's saviour. There are excellent opportunities to considerably reduce the HR effort given the current need for AI and automation for recruiting and employee engagement activities.

When I started working as a mainframe operator in IT in 1988, I felt like I was part of a secret club. None of my family understood what I was doing; my friends would ask, "what's a mainframe and why do you have to work nights?" My onboarding took months, and a typical workday began with staring at a blank screen. Since mainframes didn't come with a mouse, I would enter memorized commands like " 3.4" and "Sys3.AF*" to navigate the data sets I needed to find. I don't think many workers today would put up with that.

After a career spent working at the intersection of technology and human experience, I know a couple of things to be true: good artificial intelligence (AI) and machine learning (ML) are incredibly powerful, and the human experience is absolutely mission-critical. So why don't we hear more about bolstering employee experience (EX) and human capital intelligence using the power and possibility of AI and ML? When the quality of EX -- which, according to Gallup, includes "every interaction that happens along the employee life cycle, plus the experiences that involve an employee's role, workspace, manager and wellbeing" -- declines, the odds are good that your talent engagement and retention isn't far behind. And as Josh Bersin, global industry analyst and founder of Bersin by Deloitte, said in 2018, "Turnover is so painful with this job market that companies are realizing, 'I've got to take better care of my people or else I can't grow.'" AI might be the answer to this challenge.

As the grip of COVID-19 intensifies on an increasingly splintering world and more and more people shelter themselves indoors for work, life, and everything in between, businesses large and small are finding themselves struggling with an overbearing demand for answers. People are looking for a semblance of clarity amid the confusion and uncertainty surrounding the pandemic. And service managers are finding it increasingly difficult to navigate the surging demand as support agents turn as panicked, anxious, and unsure as customers themselves. Businesses spanning restaurants, food delivery, meal kits, healthcare, gaming, education, technology, streaming, e-commerce, and online subscription services are registering alarmingly high volumes of support tickets. Where the support reps are finding themselves overwhelmed by the burgeoning numbers, frustrated customers are experiencing hours-long wait times and turning more distraught.

An article published by Hackernoon months ago was able to bring some sense to the hype about AI replacing all of our jobs. The article made the compelling argument that technological advances throughout the course of history have never resulted in massive unemployment rates. From the Industrial Revolution, to the Internet, technology actually has been responsible for creating new and better jobs for us. From steam machines liberating millions of children from working in the garment industry, to the service economy bringing about more humane jobs, innovation has been on the side of humanity all along. The article claims that the present AI revolution is not an exception.