Download the Gartner® report: The impact of AI on the HR operating model

In the impact of AI on the HR operating model, Gartner explores how AI will change HR work, roles and service delivery – and what CHROs and HR leaders must do to lead this shift rather than react to it.

With this Gartner report, HR and Payroll leaders can plan an AI‑enabled operating model with confidence, grounded in independent analyst insight.

What you will learn

We believe this report will help you:

• Understand three key ways AI will reshape HR operating models, from service delivery and shared services to talent strategy and workforce decisions.
• See how AI agents will take on most tier 0 and tier 1 HR service requests, and what that means for HR operations, case management and employee experience.
• Rethink the roles of HR business partners, centres of excellence and HR operations in an AI‑infused model that moves HR from process execution to strategic value creation.
• Identify what leading organisations are prioritising between now and 2030 as they redesign HR workflows, governance and skills for AI.
• Apply a practical checklist to accelerate your AI HR strategy and operating model while managing data, technology and change risks.

Who should read this report

We believe this Gartner report is particularly relevant for:

• CHROs and Chief People Officers defining their future HR operating model and overall people strategy in the AI era.
• HR Operations and Shared Services leaders responsible for service delivery, HR case resolution, and HR support models.
• Head of Payroll and Rewards managing multi‑country compliance, automation and AI‑enabled service models.
• HR Technology and HR Transformation leaders evaluating platforms, AI capabilities and operating model implications.

Gartner, The Impact of AI on the HR Operating Model, By  Hanne Nieberg, 26 February 2026

GARTNER is a trademark of Gartner, Inc. and/or its affiliates.