In 2023, IBM embarked on a bold initiative to streamline its operations by integrating artificial intelligence (AI) into its human resources (HR) functions. The company introduced AskHR, an AI-powered platform designed to automate routine HR tasks such as vacation approvals, payroll queries, and employee documentation. This move led to the layoff of approximately 8,000 employees, primarily from the HR department.

AskHR proved effective, automating about 94% of standard HR tasks and contributing to a reported $3.5 billion increase in productivity across more than 70 job roles.

The Human Element: Why AI Couldn’t Do It All

Despite the impressive automation capabilities of AskHR, IBM soon realized that AI couldn’t fully replace human judgment and empathy. Approximately 6% of HR tasks—those requiring nuanced decision-making and personal interaction—remained beyond the AI’s capabilities.

This shortfall led IBM to rehire staff to handle these complex tasks, acknowledging the indispensable value of human skills in certain areas. The company shifted its focus to roles that demand creativity, problem-solving, and interpersonal communication, such as software engineering, marketing, and sales

A Balanced Approach: Integrating AI and Human Expertise

IBM’s experience underscores the importance of a balanced approach to automation. While AI can enhance efficiency and handle repetitive tasks, human oversight remains crucial for functions that require emotional intelligence and complex reasoning.

The company’s journey illustrates that integrating AI into the workforce isn’t about replacing humans but augmenting their capabilities. By reallocating resources and investing in areas where human skills are irreplaceable, IBM has set a precedent for how businesses can navigate the evolving landscape of work in the age of AI.

Final Thoughts

IBM’s foray into AI-driven automation offers valuable insights into the complexities of integrating technology into the workforce. The company’s decision to rehire after initial layoffs highlights the enduring importance of human skills in an increasingly automated world.

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