Automation, AI and Technology's Impact on Practice

Covering Assessment Criterion 1.4 of 3CO01, this video addresses automation, artificial intelligence, and the wider technology landscape as they apply to the people profession. It takes in a broad range of technologies — from auto-responders and AI-powered chatbots to analytics dashboards, self-service portals, and workflow automation tools — examining how each sits within the day-to-day reality of HR practice. The video distinguishes between the types of tasks that lend themselves to automation and those that demand human judgement and empathy, a distinction that shapes how people professionals make decisions about where technology can and cannot be deployed.

Artificial intelligence receives particular attention, including its application in recruitment screening, pattern matching, and predictive workforce analytics. The video covers how AI systems can identify factors related to employee engagement and potential turnover, enabling more proactive approaches to people management. It also addresses the ethical dimensions of AI use in employment decisions, including algorithmic transparency, the risk of bias being encoded or amplified through historical data, and the professional responsibilities that sit with HR practitioners when these tools are used to influence decisions about individuals.

The video also covers how technology reshapes collaboration and service delivery within the people function. Shared platforms, analytics dashboards, and employee self-service systems are all examined in terms of how they affect the working relationship between HR teams, managers, and employees. The quality of the employee experience with HR technology — including the contrast between outdated systems and mobile-enabled platforms — is treated as a substantive concern connected to engagement and employer perception, not merely a technical consideration.