Offering unique experiences and engagement to employees at the workplace is a continuous process. Considering the individuality and uniqueness of each of us, HR leaders need to prioritize continuity and a personalized approach to engagement and experience.

Continuity and personalised approach help us deliver unique experiences to our diverse employees across the globe,” said Shaji Mathew, CHRO, Infosys at the recently held People Matters TechHR Pulse in Bengaluru. Yet, in organisations like Infosys, with over 300,000 employees spread across 50 countries, delivering such tailored experiences at scale can seem almost impossible. Thanks to Generative AI (GenAI) that has been reshaping the way organisations approach personalisation and making it feasible to connect with individuals on their terms.

The evolution of AI in organisations

AI is undergoing its journey, transforming from automating mundane tasks to becoming a collaborator and, eventually, an integral part of end-to-end processes. Most organisations today leverage AI as a collaborator, assisting with tasks like coding through tools like AI co-pilots. The next step is creating AI-first experiences where AI leads processes, with human oversight for guardrails and reviews. The ultimate vision is autonomous AI managing end-to-end processes—a reality that remains a few years away.

Shaji said Infosys's journey towards becoming an AI-first organisation starts with applying these principles internally to automate mundane tasks. This transformation amplifies human potential by integrating AI into every facet of work and the workplace.

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AI in the workplace is evolving rapidly, with technologies playing more than a collaborator and working side by side with us. Yet, Shaji mentioned that it is our responsibility to put the guardrails review and make any changes as required.

Now when every organisation across the globe is probably using AI, it is time for us to look ahead to how to bring AI-first experiences and processes where AI would be in the front and center of running the entire end-to-end process.

AI to amplify human potential

Now, of course, the ultimate vision is autonomous AI, where AI independently manages end-to-end processes. While this reality is still a few years ahead, said Shaji, Infosys is proactively advancing towards this goal through its "AI-First" strategy. “This approach involves applying AI principles internally before extending them to clients, with a focus on amplifying human potential. The aim is to empower every individual in the organisation by integrating AI tools and assistants tailored to various roles.”

However, AI alone is not sufficient. To unlock its full potential, said Shaji, Infosys adopts a three-tiered approach to enable its workforce. At the foundational level, "AI Aware" ensures employees understand AI and its possibilities. The next level, "AI Builders," equips developers and engineers to create AI models, while "AI Masters" at the top tier focus on fine-tuning and architecting advanced AI solutions.

By combining AI-driven empowerment with the redefinition of services and processes, Infosys is achieving exponential impact across the organization. “This comprehensive AI-First journey ensures AI is integrated into the work, workplace, and workforce, setting the stage for transformative experiences within HR and beyond.”

Organisations can categorise AI opportunities into four levels: quick wins, incremental value, strategic investments, and aspirational goals. Quick wins, like policy and onboarding assistance, are easily implemented, while incremental value builds on existing systems. Strategic investments, such as AI-powered talent markets, require time and effort for long-term benefits. Aspirational goals, like a human plus AI workforce, depend on technological maturity and may take years to realize. Decisions on scaling existing use cases, building versus buying, and aligning with strategy vary by organizational context. At Infosys, the AI assistant NaVi embodies this approach with three personas: assistant, advisor, and friend, addressing diverse employee needs through various use cases.

As organisations continue to integrate AI into HR and workplace processes, the possibilities for transformation are boundless. By prioritising continuity, personalisation, and a well-defined strategy, companies can leverage AI to enhance efficiency and meaningfully empower their workforce.