AI reshaping HR operations
IBM’s Chief Human Resources Officer, Nickle LaMoreaux, has described artificial intelligence as the defining force that is giving HR its “time in the sun.” Speaking at an HR leadership event this week, she revealed that IBM has invested over a decade into integrating AI tools across its global HR operations. This long-term investment shows how critical artificial intelligence has become for HR transformation on a global scale.
AskHR driving employee adoption
The company centralized its HR support through a platform called AskHR, which uses artificial intelligence to respond to employee queries across 52 languages and more than 30 HR domains. The system now manages around 11.5 million transactions annually, with adoption rates exceeding 90% among managers and executives. For many employees, AskHR has become the first point of contact for everything from benefits queries to payroll clarifications, showcasing the growing trust in AI-powered HR solutions.
Efficiency gains and cost savings
According to LaMoreaux, around 94% of employee questions are now resolved entirely through AskHR, dramatically reducing response times. This has enabled IBM to cut HR operational costs by approximately 40% while still delivering a higher quality of service to employees. Beyond cost reduction, artificial intelligence has given HR professionals more time to focus on strategy, talent development, and employee engagement rather than repetitive administrative tasks.
Balancing technology with human expertise
Despite these advancements, LaMoreaux stressed that artificial intelligence is not meant to replace human judgment. She emphasized that HR leaders must ensure technology supports organizational culture and mission while reinforcing ethical practices. This balance between digital efficiency and human empathy is now considered essential for organizations navigating a future of rapid technological change.
A blueprint for HR innovation
IBM’s success with AI provides a model for other organizations seeking to modernize their HR functions. The case study demonstrates that with careful planning, transparent communication, and ongoing training, AI can enhance employee experience rather than diminish it. By embedding artificial intelligence into HR processes, businesses can scale operations, build agility, and prepare for workforce needs of tomorrow. LaMoreaux concluded that the “human” in human resources remains central, but technology, when guided with purpose, has the power to elevate HR’s role across industries.
