In an era where AI is transforming every facet of the business, few leaders are as attuned to its potential as Yogesh Patgaonkar, Chief People Officer at Persistent Systems. As an industry veteran with two decades of experience, Patgaonkar brings a wealth of knowledge to the evolving intersection of human resources and technology. In a recent conversation with All Things Talent, he shared his insights on how AI is not just reshaping HR operations but enabling a deeper, more meaningful connection with employees across the globe.
Many leaders acknowledge that work and HR are evolving due to AI, but few have unpacked exactly how this transformation will unfold. As a domain expert, what specific changes do you foresee in HR due to AI, and how are you preparing for them at Persistent Systems?
Yogesh: AI is reimagining HR, much like it is reshaping every aspect of business operations. Its true significance lies in its ability to drive dual impact—enhancing productivity and enabling transformative change. At Persistent, we have leveraged AI to handle operational tasks like query resolution and transactional processes by using chatbots to address employee queries, including leave balances and other factual matters. These tools have become hygiene factors in many organisations, thus significantly enhancing productivity.
However, the true value of AI lies in driving transformation. For global organisations such as ours, transformation means ensuring consistency across the board, enabling every employee, regardless of their location—whether in Europe, the U.S., or India—to experience the uniform "Persistent Culture." Historically, this was easier in monolithic environments where proximity allowed for cohesive experiences. Today, with a dispersed workforce, AI helps us bridge the gap to create a unified experience for employees across geographies.
A key initiative we have undertaken is enhancing our career architecture framework, empowering employees with self-service tools, and encouraging a DIY (Do-It-Yourself) approach for personalised career planning and guidance, thus ensuring consistency while fostering transformation. Employees can make informed decisions about their careers while HR moves beyond handling transactional queries, paving the way to build emotional connections, providing coaching, and engaging in meaningful conversations.
The question often arises: will AI make HR redundant? The answer is no. Technology doesn’t eliminate roles; it evolves them. For instance, as highlighted in Invisible Robots in the Quiet of the Night by a Forrester analyst, jobs requiring cross-functional skills and a human touch—like teaching, counselling, and coaching—are set to grow. At Persistent, we ensure HR professionals are prepared for this evolution by reskilling them for deeper, more impactful roles. We believe that HR must evolve to remain relevant by developing these skills, nurturing purpose-driven dialogues, and building stronger employee connections.
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With AI rapidly advancing, there's an ongoing debate about how much AI organisations truly need. How can companies strike the right balance between leveraging AI for efficiency and maintaining the human touch critical for employee engagement and organisational culture?
Yogesh: The notion that AI and human connection are mutually exclusive is flawed. Technology, when used purposefully, enhances human interactions. For example, imagine how difficult it would be to maintain connections in today’s work environment without video-calling tools like Zoom, Microsoft Teams, or Skype. These technologies have made global collaboration and engagement seamless.
An organisation’s purpose defines its relationship with technology. Our vision is ‘Making Persistent a phenomenal place to build life’; therefore, our activities co-exist with the benefits we receive by leveraging technology. We view AI as an enabler of deeper human connections and authentic conversations. Additionally, we’ve embraced the “Me Enterprise” concept. AI empowers employees to become self-sufficient by providing tools to manage their tasks independently. For example, if employees want quick access to career-related information, they can use AI-driven tools instead of waiting for HR assistance. This independence fosters respect and empowerment.
Balancing AI and human touch is not an 'either-or' situation; it’s about integrating both. AI provides better data and insights, enabling organisations to have more personalised conversations with employees. It enhances efficiency while ensuring the human element remains at the heart of organisational culture.
What are the unique challenges or benefits AI brings to the Indian talent landscape?
Yogesh: The IT services industry in India has long relied on repetitive tasks, many of which are now automated. This creates opportunities for higher-value work and reskilling, thus enhancing job roles. At Persistent, where we operate in core technology areas, this shift represents a golden opportunity. AI allows the industry to move beyond plain vanilla IT services to build cutting-edge solutions.
Professionals need to embrace adaptability. A great example is the evolution of mainframes. When mainframes were considered outdated, people believed these skills would become irrelevant. Yet, over time, mainframe experts became highly sought-after as their expertise remained critical for solving legacy challenges. This demonstrates that technologies coexist, and professionals must decide where to position themselves in this evolving landscape.
I feel expertise is a liability beyond a point. Professionals must continuously reimagine their roles. The new definition of core competence is 'learning how to learn.' Those who embrace adaptability and invest in reskilling will thrive in this AI-driven environment. Embracing emerging technologies and their disruptions gives us an edge and a premium position in the ecosystem.
As businesses increasingly navigate the balance between AI's efficiency and maintaining a human touch, Patgaonkar advocates for a hybrid approach. "Technology, when used purposefully, enhances human interactions," he says.
How do you see AI evolving in areas like employee experience, performance management, and workforce planning, and what steps are Persistent Systems taking to harness AI in these critical areas?
Yogesh: At Persistent, AI is already transforming key HR functions. From designing proactive learning paths to facilitating self-service tools for employee queries, AI enables greater accessibility and personalisation. Our vision is to move beyond operational efficiency to foster emotional safety and support for employees, ensuring they feel valued and connected. By harnessing AI, we aim to create a workplace where technology facilitates deeper engagement and informed decision-making, paving the way for a more agile and empowered workforce.
AI is transforming how we design employee experiences at Persistent. For example, in the past, designing learning paths was manual and time-consuming. Today, AI enables us to tailor learning journeys to individual needs, making them faster and more effective.
AI also empowers employees to take charge of their growth. We encourage employees to use DIY tools to resolve queries or explore career opportunities independently. This self-sufficiency creates a sense of ownership and respect.
However, the real power of AI lies in enabling deeper, more genuine connections. By automating operational tasks, we can focus on providing employees with emotional support, personalized guidance, and a safe space to navigate challenges. To put it rightly, “You either change with technology, or the change will change you.”
Workforce planning and performance management also benefit from AI. AI enables us to identify trends, predict workforce needs, and personalise performance feedback. By aligning technology with purpose, we ensure our workforce strategies are forward-looking and impactful.
How do you see AI influencing DEI initiatives within organisations, and what steps can leaders take to ensure that AI systems promote, rather than hinder, a more inclusive workforce?
Yogesh: AI is a powerful tool for advancing diversity, equity, and inclusion (DEI). At Persistent, we’ve seen firsthand how technology can foster inclusivity. Case in point, during our global step-up challenge, HR employees from across the world—Mexico, Europe, and India—collaborated on a shared platform. This initiative not only connected employees but also broke geographical barriers, fostering camaraderie and teamwork.
AI also enables us to create flexible roles tailored to individual needs, such as remote work options for women who may need to take career breaks due to life events like parenthood. This ensures careers are not disrupted, and talented individuals remain part of the workforce, thus ensuring inclusivity and promoting workplace diversity.
Technology, by definition, is neutral and gender agnostic. It’s the intent behind its use that determines its impact. AI allows us to eliminate biases in hiring and promotion processes, ensuring fairness. AI has immense potential to foster inclusivity by transcending traditional boundaries. AI-based learning platforms enable employees in remote or underserved areas to access the same training opportunities as those in major cities.
At Persistent, we’ve used technology to facilitate global collaboration, ensuring equal opportunities for team members regardless of location. Additionally, automation’s neutrality eliminates biases in decision-making processes. By providing universal access to learning and opportunities, AI acts as a powerful tool to promote diversity, equity, and inclusion. The focus, however, must remain on purposeful implementation to ensure technology amplifies these values rather than detract from them.
For leaders navigating the AI revolution in HR, Patgaonkar offers a critical perspective: "AI isn’t a replacement; it’s an opportunity to evolve and make deeper, more meaningful connections with employees." At Persistent Systems, under Patgaonkar’s leadership, AI isn’t just about staying competitive—it’s about creating a workplace where technology and humanity coexist to empower every individual.
Yogesh is an industry veteran with two decades of experience as the CHRO, Business Head, Executive Coach and Facilitator. He is known for successfully setting up HR functions in alignment with business strategy. Yogesh has an expertise in executive coaching of 2500 hours. He specialises in facilitating intervention around strategy, organisation culture, team coaching and leadership. He is also attributed with setting up successful P&L for India, Middle East and Africa.
