Reports • 1 min read
Three ways AI will reshape HR by 2028
Explore the three biggest shifts coming to HR—and how to get ahead of them.
The future of employee service is evolving—and the next three years will be consequential for HR leaders.
Our latest research reveals the insights you need to redesign your employee service strategy and effectively adapt your HR operations to the new AI-powered workplace.
Download the guide to discover how you can bring your organization’s AI-powered future into focus.
“2025 will be remembered as the year forward-thinking HR leaders began redesigning employee service—laying the foundation for an AI-powered, personalized, and proactive workplace.”
Mariah Schuknecht, VP of People Transformation + Operations, Zendesk
We asked 1,400 employees and HR leaders to weigh in on AI at work—and their insights revealed not only what employees expect, but how HR leaders plan to deliver on those demands in the years ahead.
According to our 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
Here’s a peek at what employee service could look like in 2028, according to our research:
1. Instant, 24/7 employee service
57% of employees would like their HR department to offer more self-service content for HR-related questions
2. Personalized support with a human-like touch
91% of HR leaders believe top companies will use AI to completely personalize employee service
3. AI-powered proactive support
92% of HR leaders believe employee service will shift from reactive problem-solving to proactive anticipation of employee needs