GenAI has the potential to provide significant cost savings in the HR domain. At the same time, customer satisfaction can be sustainably increased through faster and more accurate responses to queries.

The employee experience can be taken to the next level by tailoring information offerings to the needs of specific employee groups. But at the same time, the necessary investments in GenAI are considerable. In addition to the costs for GenAI services, employees must be upskilled, and a change process must be initiated.

This is a mammoth task that HR shouldn't have to handle alone. And HR doesn’t have to do this alone, because the same opportunities and risks exist everywhere in the company. What is needed is concerted action, and HR can - and should - play a leading role in these efforts.

While different functions are competing for resources for GenAI, significant synergy effects can be achieved. A chatbot in HR, for example, is very similar to one used in the customer service area. Uncoordinated activities cost unnecessary money, delay implementation, and expose our company to avoidable legal risks.