IBM automates HR, expands workforce in tech and sales
NEW YORK, UNITED STATES — Tech giant IBM’s adoption of artificial intelligence has led to the replacement of several hundred human resources jobs with AI agents, but the company’s overall headcount has actually increased, CEO Arvind Krishna said in a recent interview.
Speaking to The Wall Street Journal, Krishna acknowledged that “AI has taken over the work of a couple hundred human resources workers,” but emphasized that the efficiencies gained have allowed IBM to invest in other areas and expand its workforce.
“While we have done a huge amount of work inside IBM on leveraging AI and automation on certain enterprise workflows, our total employment has actually gone up, because what it does is it gives you more investment to put into other areas,” Krishna told the Journal.
Focus shifts to ‘critical thinking’ roles
The CEO explained that savings from automation were redirected to hire more employees in software engineering, sales, and marketing, roles he described as focused on “critical thinking.”
According to Krishna, these are positions where people “face up or against other humans, as opposed to just doing rote process work.”
IBM’s internal AI tools, like the AskHR agent, have automated 94% of routine HR tasks, freeing up resources for new hires in strategic and revenue-generating roles.
This changes how HR and other administrative functions are viewed at large enterprises. Rather than simply handling routine tasks, HR is expected to evolve into a strategic enabler, focusing on talent development and employee experience while leveraging technology.
Looking ahead
IBM’s approach illustrates how AI-driven automation can lead not only to job displacement in some areas but also to new opportunities and growth in others.
As Krishna put it, the company’s overall employment is up, not down, thanks to reinvestment in roles that require human ingenuity and interaction.
