Artificial Intelligence in Strategic Human Resource Management: Evidence from IBM's Global HR Transformation

Abstract

Artificial Intelligence (AI) has become an important enabler of Strategic Human Resource Management (SHRM) by improving operational efficiency, employee experience, and strategic decision-making. This study examines IBM’s global HR transformation through AskHR using a Human-Centered Artificial Intelligence (HCAI) perspective. A qualitative single-case study was conducted through semi-structured interviews with five participants from IBM Indonesia and IBM Costa Rica. The findings show that AskHR extends beyond administrative automation by enhancing HR service accessibility, supporting strategic HR functions, and fostering collaboration between AI and human professionals. The study further identifies transparency, data quality, human oversight, and responsible governance as key factors for trustworthy AI implementation. These findings provide empirical evidence that successful AI adoption in HR depends on balancing technological innovation with human-centered governance, offering practical insights for organizations implementing AI-enabled HR systems.