Nuria Fuentes, CIO and head of systems and digital transformation at Spanish facilities management company Ingesan, details how the company implements AI in its HR procedures through its Empath-IA project.
Ingesan, a subsidiary of the OHLA Infrastructure Group, the Madrid-based construction and concession management multinational, has launched the Empath-IA project, a joint initiative between HR management and the digital transformation division that aims to address the increasingly competitive demands and complexities in HRM. And at its center is Nuria Fuentes, Ingesan’s CIO and leader of systems and digital transformation.
Empath-IA also rose out of a need to strategically respond to increasing competition, so the project could serve as a catalyst to enable a commanding position in the services sector.
“We detected the need to modernize our processes, taking advantage of the capabilities offered by AI to improve efficiency, precision, and personalization in our operations,” she says. With Empath-IA, she and her team not only seek to continuously improve internal procedures, but also enhance the experience of both employees and their customers.
There were, unsurprisingly, some initial wrinkles to iron out post launch last year. “Implementing any project of this magnitude comes with significant challenges,” she says. One of the main ones was ensuring seamless integration of AI technology into its existing systems and processes. “This involved not only the acquisition and implementation of appropriate technologies, but also careful planning and coordination between the HR and digital transformation teams,” she adds.
The benefits achieved
Citing the advantages of AI in HR, Fuentes highlights various priorities. First she allows greater efficiency in process management by automating repetitive and administrative tasks, thus freeing up time and resources that can be reallocated to more strategic and value-added activities. Additionally, AI can improve accuracy and consistency in decision-making by analyzing large volumes of data quickly and objectively. Plus, it enables greater personalization in the employee experience by providing recommendations and solutions tailored to the individual needs of team members. “AI transforms the HR function, moving from a reactive approach to a proactive, talent-focused one,” she says.
As Empath-IA took shape, Ingesan allocated 5% of the innovation budget to implement it and to explore other opportunities — an investment already with measurable ROI. Furthermore, the reception from employees has been positive. “While it’s natural for some concerns and resistance to change to arise, we’ve actively worked to engage our team in the process, and demonstrate the tangible benefits that AI can bring to their daily work.”
So as they experience improved efficiency, accuracy, and personalization of services, excitement grows about the new opportunities AI offers to improve their performance and professional development. “It’s very important for us, before embarking on the implementation of AI, to identify and understand specific use cases that can benefit from this technology,” she says. “So it’s crucial to carefully select which initiatives offer the greatest potential for return on investment and operational improvement.”
So as lessons learned are concerned, Fuentes highlights the importance of interdepartmental collaboration, clear communication, and continuous staff training to ensure successful adoption and maximization of AI’s potential throughout the organization.
Looking back, Fuentes remembers navigating through different stages as part of the project roadmap. “At first we focused on the digitization of fundamental processes, such as digital signatures on documents and the automation of tasks, such as sending payrolls,” she says, a task that not only improves operational efficiency, but contributes to sustainability pursuits by reducing paper consumption. “At the same time, we invest in training and education of our staff in AI, with the aim of developing an organizational culture oriented toward innovation and continuous learning,” she adds.
A strategic focus
The organization also began actively exploring the potential of gen AI to offer value-added services to employees and customers by creating personalized experiences, and automating processes to improve satisfaction and loyalty.
So using the Empath-IA program as a starting point, Ingesan is prioritizing the application potential of gen AI in the field of occupational risk prevention. This approach is based on recognizing the critical importance of health and safety in any organization, and being able to offer further value-added services.
“By applying generative AI to this field, we demonstrate our commitment to the safety and well-being of our employees and customers,” she says. “This not only strengthens our reputation as a responsible employer and supplier, but also differentiates us in an increasingly competitive market by offering innovative and future-oriented solutions, which represents a strategic step toward continuous improvement and operational excellence.”
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