Three Ways AI Will Reshape HR by 2028

Product:

Zendesk

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Date:

July 24, 2025

Discover how forward-thinking organisations are building better employee experiences. This guide explores the transformation HR leaders are navigating, adapting to new employee norms and behaviours in an AI-powered workplace.

89% of HR leaders believe AI will fundamentally transform HR operations.

The Future of HR with AI

According to Zendesk research, nearly all HR leaders believe that AI will completely reshape how employees and HR interact by 2028. These leaders expect AI to be infused into every employee touchpoint and interaction – helping to autonomously answer questions, guide employees to self-service options and even anticipate issues before they arise.

The future of the AI-powered workplace:

Instant, 24/7 employee service: 57% of employees would like their HR department to offer more self-service content for HR-related questions.
Personalised support with a human-like touch: 91% of HR leaders believe top companies will use AI to completely personalise employee service.
AI-powered proactive support: 92% of HR leaders believe employee service will shift from reactive problem-solving to proactive anticipation of employee needs.

Published by Zendesk

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Published by Zendesk