Grey sky thinking – Workday’s Dublin superpower to put AI in the human loop

HR, along with IT support, is one of those business areas where agentic AI seems an obvious fit. There are a lot of structured processes, and repeat requests for the same pieces of information. However, of course, because HR touches on the people aspect of work, it is also a high-risk area for deploying AI agents without a lot of safeguards. In other words, the scope for AI to be deployed to schedule recruitment interviews has to be balanced with the scope for AI agents to be used in an individual’s performance management.

Workday has experience in treading this tightrope as it launches its AI agents under the Illuminate brand. It has learnt as Kathy Pham, Workday’s VP of AI, says, "to put AI in the human loop, rather than putting the human in the AI loop.” Workday recently hosted a conference at its Dublin Customer Experience Centre ...