From expertise to empathy: How human-centered Generative AI is transforming organizations

An aging workforce, upskilling middle management, and fostering empathy — these are all challenges enterprises face right now, and AI, particularly Generative AI (GenAI) is emerging as a way to bridge the gap. On this episode of Catalyst, Launch by NTT DATA's President Tammy Soares is joined by two NTT DATA AI enthusiasts, Kim Curley and Wendy Collins, to discuss the human side of AI.

The workforce dilemma

As older employees retire, much of their knowledge remains undocumented, creating a significant risk of expertise loss —and pushing AI from “nice-to-have” to “must-have” because it can capture valuable insights from seasoned workers before they retire.

For example, organizations can layer GenAI on top of captured data to build a hub of knowledge that retiring workers have accumulated over decades – then share it with future generations so they can apply this wisdom. For instance, combining sensor data from manufacturing environments with maintenance logs and manuals allows AI systems to provide robust training and support for newer employees.

Engaging an aging workforce

It’s not just about older workers leaving. Rather than fully retiring, many workers prefer to gradually reduce their workload, which creates a strong need to engage them in an AI-driven future. One powerful tactic is to involve them in overseeing AI-driven solutions, where they can act as “sniff testers,” verifying the accuracy ofAI-generated content, such as training modules. This approach keeps experienced employees engaged while leveraging their expertise to refine AI outputs.

Overcoming technology resistance

For many workers, adapting to new technologies can be daunting. However, when employees are actively involved in creating the tools they will use, resistance decreases significantly. For example, one healthcare organization successfully introduced GenAI to assist physicians by framing it as a tool to reduce administrative “pajama time” — the time spent after hours on patient records. By emphasizing how the technology improved their day-to-day lives, adoption rates soared.

Peer-to-peer learning also plays a strong role. AI adoption is driven by stories and tips shared among employees. This type of learning makes technology more approachable and helps employees see howAI can simplify their tasks.

The future: Embracing AI, enhancing human potential

While concerns about AI replacing jobs are real, AI is much more likely to replace tasks rather than entire roles. In fact, AI can free up workers to focus on more strategic, creative, and fulfilling aspects of their jobs. For example, in software development, AI tools help automate mundane tasks, allowing senior developers to focus on solving complex problems.

This success depends on organizations proactively planning for AI integration, though, focusing not only on technological solutions but also on human-centered approaches. Engaging employees early in the AI implementation process, offering reskilling opportunities, and fostering a culture of learning and adaptation are critical steps to ensuring success.

When used thoughtfully, GenAI can enhance human work, preserve institutional knowledge, and create new opportunities for growth. Companies that embrace it while keeping humans at the center of their strategies will be better positioned to navigate the future of work.

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