The rapid evolution of artificial intelligence (AI) is significantly reshaping jobs across various industries, presenting a major reskilling challenge for HR and learning leaders.
At consulting firm Booz Allen Hamilton, talent development employees could not independently figure out generative AI (GenAI) tools. Before using these tools for tasks such as creating training videos and summarizing meeting notes, the team completed comprehensive internal training and received approval for using GenAI.
“By leveraging GenAI, we’ve saved hundreds of hours in content production and reduced costs,” says Jim Hemgen, director of talent development at Booz Allen Hamilton. “However, every GenAI user must undergo internal training and certification before utilizing the technology.”
The company’s extensive AI Ready training program offers GenAI courses for all 33,000 employees, covering both introductory concepts and advanced, role-specific content for engineers and consultants. These courses emphasize the ethical and responsible use of the technology, including preventing bias, ensuring accuracy, and safeguarding confidential data.
“Our goal is AI readiness, ensuring that everyone in our workforce is knowledgeable about GenAI, including how to use it safely and ethically,” Hemgen adds.
The Reskilling Challenge
The rapid rise of GenAI has created a vast need for reskilling across job roles, which HR and learning leaders must address with adaptive training strategies to keep pace with this evolving technology.
Organizations are shifting from merely experimenting with tools like OpenAI’s ChatGPT and Google’s Bard to adopting them extensively across departments such as software development, marketing, HR, and customer service. As technology evolves, employees must not only learn how to use these tools but also understand how to apply them responsibly.
A 2023 survey from the Boston Consulting Group revealed that while 86% of workers anticipated needing AI training, only 14% of frontline employees had received any upskilling. Similarly, a 2023 Randstad study showed that only 1 in 10 workers had received AI-specific training despite a massive surge in job postings requiring AI skills.
This skills gap creates significant concern for senior leaders, including CEOs, CHROs, and CLOs. A 2023 TalentLMS survey found that 64% of HR leaders reported that GenAI had changed the key skills required in their organizations. More than half said AI literacy is a must-have skill for all employees.
GenAI training has also become a valuable employee attraction and retention tool. “Companies that emphasize innovation in their talent branding can stand out by offering GenAI training, which is a no-brainer for attracting candidates who want to develop digital skills,” says Allison Horn, executive director of talent and organization strategy at Accenture.
Effective Learning Strategies
Companies succeeding in reskilling their workforce often follow best practices, such as starting with company-wide GenAI literacy training to alleviate employee fears about potential job loss. These companies strike a balance between external and internal learning content, allowing them to scale training while adapting to rapidly changing technology.
Ethical and responsible use of GenAI is a critical focus in these programs. Issues such as AI producing nonsensical outputs or inaccurate responses will diminish as large language models improve, but risks like accidentally inputting confidential data into GenAI tools still require attention.
Experts suggest that initial training should cover the basics of GenAI technology, its strengths, and its limitations, helping employees understand its role and potential in their jobs.
“The key is overcoming the natural ‘threat response’ employees may feel when confronted with new technologies,” says Horn. “Real-world examples can help them understand how GenAI enhances their roles by automating repetitive tasks, giving them more time for creative and valuable work.”
Tiered Learning Approach
Learning experts recommend a tiered approach to training, which customizes content for different roles. For instance, technical roles like software developers require training in building AI applications, while HR and marketing professionals might focus on tasks like creating job descriptions or generating engagement surveys.
A critical element of training for all roles is “prompt engineering,” or teaching employees to craft adequate instructions for GenAI tools. The quality of inputs directly affects the quality of outputs, so training employees to ask the right questions is key.
Some organizations have also created “prompt libraries,” which contain best practices for guiding GenAI tools in specific tasks. These libraries offer employees templates to tailor to their own needs.
Balancing External and Internal Resources
Companies’ major decision is whether to rely on external or internal resources for GenAI training. Experts suggest that third-party e-learning courses help accelerate onboarding but can quickly become outdated as GenAI tools evolve. Organizations should consider leveraging external content and building custom internal layers to address their needs.
Udemy Business, for example, saw a 4,400% increase in demand for ChatGPT-related courses over the past year. The platform offers over 1,600 courses related to ChatGPT and prompt engineering, with nearly 3 million enrollments.
“Generative AI is becoming a new benchmark for tech skills, even in non-technical roles,” says Stephanie Stapleton Sudbury, president of Udemy Business.
Adapting to Rapid Technological Change
The challenge of training workers for GenAI is compounded by the technology’s fast-paced nature. Since its launch in late 2022, GenAI has evolved significantly, with tools now capable of multimodal functions such as voice commands and image searches. To keep up, training methods must be agile and frequently updated.
Bryan Ackermann, head of AI strategy at Korn Ferry, suggests that creating “communities of learning” can help organizations stay responsive to changes. “Traditional e-learning tools can become outdated, but learning communities allow employees to experiment with the latest GenAI tools and share best practices,” he explains.
Several companies, including LinkedIn, Harvard University, and Walmart, have established GenAI “playgrounds” to enable employees to learn and experiment with the technology safely.
Ensuring Responsible Use
While GenAI’s benefits are clear, there are still concerns about its potential legal and data security risks. As GenAI tools become more prevalent, organizations must implement strong governance structures and emphasize the responsible use of AI through comprehensive employee training.
Gartner analysts warn that organizations must actively manage GenAI risks by implementing access and file classification policies and maintaining strict quality control over AI outputs.
While there are still concerns about employees misusing GenAI, many workers also recognize the technology’s potential. A 2023 Salesforce study found that 62% of desk workers felt they lacked the skills to use GenAI safely and effectively, underscoring the importance of continued training.
As AI technology continues to evolve, experts stress that employees must remain vigilant in evaluating GenAI’s outputs, ensuring that they are accurate and reliable rather than accepting them at face value.Bryan Ackermann, head of AI strategy at Korn Ferry, suggests that creating “communities of learning” can help organizations stay responsive to changes. “Traditional e-learning tools can become outdated, but learning communities allow employees to experiment with the latest GenAI tools and share best practices,” he explains.
Several companies, including LinkedIn, Harvard University, and Walmart, have established GenAI “playgrounds” to enable employees to learn and experiment with the technology safely.
