Article • 4 min read
These in-demand skills will define the future of HR teams
With AI evolving the nature of work and the structure of HR teams, what leaders are hiring for is changing—and quickly. Here’s what’s topping the priority list.
Mariah Schuknecht
Vice President of People Transformation and Operations, Zendesk
최종 업데이트: June 20, 2025
It wasn’t that long ago that you had to walk into an HR office to get help. Now, you don’t even have to leave your desk—or talk to a human.
That’s not meant to sound dystopian. Thanks to AI, employee service has gotten faster, more personalized, and yes—even easier to use. We’re not talking about basic bots serving up policy PDFs. Today’s AI agents can tackle the vast majority of questions in the queue, from benefits to time off, and respond in seconds.
Lost your badge for the third time? Wondering if you can bring your dog into the office? AI can step in here, too, with a tailored response every time.
According to Zendesk research, the majority of HR professionals believe AI will touch every part of the employee experience by 2028.
That’s a big shift—not just for employees, but also for the HR teams that support them. At Hoag Health, AI agents are already resolving 73% of issues coming in. Waiting times have fallen 86% as a result.
As AI lightens ticket loads, HR specialists will step into roles that look a lot more human. It’s no longer about answering those high-volume, repetitive questions. Instead, teams need specialists that can lean into the human side of service, where empathy, oversight, and trust matter most.
What skills are important
This AI-powered evolution is happening quickly. So quickly that 91% of HR leaders believe that the skill sets on their teams will look radically different in just a few years. That means the work to build a future-ready team is already underway.
So what are HR leaders looking for in new hires?
1. Emotional intelligence and critical thinking
AI can now handle the vast majority of routine questions like how to submit a PTO request or check health plan details. As a result, HR specialists will shift to roles that demand more compassion and analytical thinking. This includes guiding performance conversations, supporting career development, and helping employees navigate personal challenges.
No longer just a nice-to-have, emotional intelligence and nuance have quickly become some of the most in-demand capabilities on HR teams. Leaders need talent that can bring empathy to the most sensitive of moments.
89% of HR leaders expect their teams to spend more time on emotionally intensive work.
2. AI fluency
As HR teams lead on designing and maintaining the AI experience for employees, a foundational understanding of how AI works (and how to work with it) becomes essential. HR specialists must continually update knowledge content, improve workflows, and ensure AI interactions reflect company policy and tone.
That’s why HR leaders need candidates who aren’t just comfortable with AI, but are excited to shape the ways in which it can improve employee support.
90% of HR leaders say HR specialists will work directly with AI to deliver faster, more personalized service.
3. Data literacy and cross-functional collaboration
AI isn’t just changing how requests are handled. It’s generating a wealth of insights about what employees need and where service can improve. By using this data to track performance and identify points of friction, HR teams can become better partners in improving the entire employee experience.
To bring this vision to life, HR leaders need specialists who can interpret data, make it actionable, and collaborate across departments to drive meaningful change.
92% of HR leaders believe employee service will shift from reactive problem-solving to proactive anticipation of employee needs.
How to lead your team into the future
We all know change is hard—and simply updating your hiring criteria won’t be enough. Leading your team through this shift requires clarity, consistency, and a thoughtful plan.
That starts with transparency. HR leaders should be upfront about how roles are evolving, what new responsibilities are emerging, and what opportunities lie ahead. When people understand the “why” behind the changes, they’re far more likely to lean in. Especially when those changes open the door to growth, learning, and more meaningful work.
At the same time, there’s another piece that can’t be overlooked: the tech that drives your operation.
That’s because the tools that you select must integrate well within your existing system to ensure that your team moves quickly and doesn’t get stuck in the gaps. What you choose will either help you evolve with confidence, or hold you back. With a system that’s connected, flexible, and built to scale, HR specialists can spend less time chasing tickets and more time focusing on the work AI can’t do. Because while the core principles of great employee service remain the same, the way it’s being delivered is changing quickly. Teams need to keep up or run the risk of falling behind.
The future of HR may be AI-powered, but it’s human-led. Time to roll up your sleeves and do what’s needed to help employees feel supported, valued, and equipped to do their best work.
Ready to evolve your employee experience? Let Zendesk help you put these skills—and the right tools—to work. [See how]
Want more insights? Download the full report, Three ways AI will reshape HR by 2028, for our latest HR research.
