CHRO
What AI Will Change in Your Workforce, and Why HR Hears It Last
Only 4 percent of AI use cases sit in HR's own domain, yet nearly all of them change somebody's job. Here is how HR can get involved before the decisions are made.
Workforce and capability impact
Know which roles change before the AI goes live.
Every use case in MetroMinds describes how the work changes: which tasks shrink, which grow and which skills the role needs. Across a portfolio, that becomes a plan for HR and the business.
- What each role does less of, and what it does more of
- The skills people need once AI takes over routine work
- Who stays accountable for what the AI prepares
PortfoliosWorkforce impactClaims HandlerDemo environmentWorkforce impact
Claims Handler
Insurance · changed by 4 use cases in this portfolio
Augmented
Less of
- Re-keying claim details from e-mails and forms
- Chasing missing documents
- Routing simple claims by hand
More of
- Judging complex and disputed claims
- Explaining decisions to customers
- Reviewing what the AI prepares
Skills the role needs
Judgement on exceptions Data literacy Customer communication Reviewing AI output
Accountability
Senior Claims HandlerReviews and approves before a decision reaches the customer
AI changes work in every function, not only in HR.
Pick a job family and see what changes.
Choose a job family, from operations and delivery to legal and corporate affairs, and read how AI changes the work in real use cases.
Every use case has an address in your organisation.
Use cases are linked to 209 business capabilities across three levels. Your portfolio shows which parts of the organisation it touches and which it leaves alone, so AI plans and enterprise architecture meet.
- Level 1
- 12 broad areas, such as Operations and Delivery or Finance and Capital Management.
- Level 2
- 57 capabilities within them, such as Service Fulfillment.
- Level 3
- 209 specific capabilities, such as Case and Exception Handling.
A capability is something the organisation does, regardless of who does it or which system supports it. That makes it a stable address for a use case while teams and applications change.
PortfoliosNorthstar Bank AI portfolioOrganisation impactDemo environmentOrganisation impact
Capability impact
13 accepted use cases across 3 of 12 level 1 capabilities
Use cases per capability
- L1Operations and Delivery7
- L2Service Fulfillment4
- L3Case and Exception Handling3
- L3Order and Request Fulfillment1
- L2Quality Assurance & Control2
- L3Nonconformance Management2
- L2Operational Planning & Scheduling1
- L3Demand Translation and Capacity Planning1
- L1Risk, Compliance and Internal Audit4
- L2Credit Risk Management3
- L3Credit Assessment and Monitoring3
- L2Financial Crime Prevention1
- L3Transaction Monitoring1
- L1Customer and Market Growth2
- L2Customer Service and Support2
- L3Complaint Handling2
CHRO
Which Skills Will Your People Need When AI Takes Over Routine Work?
Most AI training plans start with prompts. The MetroMinds Library shows that people mainly need judgement: checking sources, applying policy and recording decisions.
CHRO
Who Is Accountable When AI Prepares the Decision and a Person Signs It?
In 96 percent of AI use cases the AI prepares and a person decides. That makes the human in the loop a role that HR has to design, staff and support.
Enterprise architect
Where AI Strategy Loses Money: the Gap With Enterprise Architecture
AI ideas cluster on a small part of the capability map. When architecture joins too late, organisations pay for the same integrations and data several times.