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Workforce Intelligence: Transforming AI Fears Into Action

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With a workforce of 500,000, Teleperformance provides business outsourcing services on a huge scale, profoundly impacting customer experiences worldwide.
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From her vantage point as Chief Human Resources Officer for the Nordics, Josefin Erséus knows that AI is not just a buzzword - it’s a tool she believes will transform how this people-focused organization operates. Natter caught up with Josefin to learn why AI is crucial for accessing workforce intelligence, how AI is being received by her teams, and why, in 2025, upskilling employees to work alongside this new technology is non-negotiable.

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Josefin’s journey with AI didn’t start with an executive masterclass.

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It started, like many of us, with curiosity and experimentation. After reading several books and testing out ChatGPT, she fully embraced what she calls her “nerd mode,” diving into everything from the mechanics of AI to its potential impact on humanity. That initial spark of curiosity has since transformed into a practical foundation: today, Josefin incorporates AI into every aspect of her life and work.
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"Workforce Intelligence is a big concept. For me it’s about leveraging data, having good analytics in place and deploying AI to gain deeper insights into employee behaviour and understand what’s engaging them."

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For Josefin, every aspect of her work centers on the workforce.

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Gathering employee perspectives is the first step towards building true workforce intelligence. While surveys have been a staple in HR analytics, Josefin notes that they provide an incomplete picture of what's happening across an organization. "Surveys address the 'what' without the 'why'," Josefin explains. "Then we need to gather employees into focus groups which, of course, adds work. We need to allocate a lot of resources to get into the details." 

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This fragmented approach creates blind spots, with surveys capturing only “moment in time” snapshots rather than ongoing sentiment. The real power of workforce intelligence comes from connecting these disparate data points and using AI to uncover patterns and insights that would otherwise remain hidden. By moving beyond isolated feedback mechanisms toward integrated data analysis, Josefin and her team hope to create a complete understanding of employee needs and organizational health.

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‍"The biggest obstacle many of us face with AI? Fear of the unknown. People are uncertain about what’s coming."

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The extraordinary power of AI may be obvious to leaders, but it takes a sensitive and strategic approach to successfully introduce new tools to the business. Josefin began this process by building a network of expert internal partners, starting with Teleperformance’s AI product lead from the Business Intelligence Team, to understand how AI was already being used within the organization. From there, Josefin and her team identified the tools HR needed most, and within just eight weeks, they launched a pilot project in the business. While her HR team was excited to embrace AI, rolling it out across the wider organization revealed a mix of emotions: excitement, curiosity, confusion and fear.

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Helping people adapt to AI, or any new tool, is as much about managing emotions as it is about deploying technology. The key to overcoming resistance? Inclusive conversations and intentional change management. Josefin has witnessed firsthand the polarizing effect of discussing AI: “We have people internally who are eager to test new AI tech and implement new tools. But we also have many who are more cautious, wanting to ensure these tools genuinely improve their work and are safe to use.” 

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Instead of embracing the eager adopters and isolating the people resistant to change, Josefin’s approach has been to actively involve hesitant employees in AI projects and system implementations. Doing this will enable them to learn and contribute in a safe environment while empowering them to shape changes that affect the entire workforce.

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‍"We can always implement a new tool, but how we get people to use it is a different thing."

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At Teleperformance, AI isn’t about replacing people or overhauling existing systems. It’s about enhancing them. Josefin describes AI as a “new feature” rather than a new system. However, even as an enhancement, AI is significantly reshaping familiar processes, introducing new ways of working that require adaptation. The goal is not to eliminate roles but to empower employees with tools that make their work more efficient and impactful.

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Teleperformance recently implemented an AI tool to assist with the initial screening of candidates applying for roles within Teleperformance Nordic. For Josefin and her recruitment team, integrating AI into the screening process has been a game-changer. By automating time-consuming administrative tasks, her recruiters can focus on meaningful interactions and selecting the right talent.

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The impact speaks for itself—80% of applicants now complete their initial interview with an AI-powered chatbot within just 20 minutes, reducing what was once a four-day process to just 45 minutes.

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Her team has also piloted an AI-driven knowledge base to manage internal data and respond to policy questions. The goal was to empower managers to find the answers they need within seconds while allowing HR personnel to focus on higher-value tasks. But implementing this system has not been without challenges.

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Encouraging managers to shift from traditional habits to using a new platform for their queries is no easy task. If they are used to knocking on HR’s door, or filling inboxes with questions, changing that behavior takes time. “There’s a cultural shift we need to make. It may feel uncomfortable in the short term, but once HR teams see the time they free up for more strategic, value-adding tasks, and managers realize they can get their answers just as efficiently from an alternative source, the change will happen.”

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‍“At this moment, it’s extremely important to have someone at the executive level protecting the people in the business to focus on upskilling, or repositioning roles.”

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When it comes to concerns about AI replacing jobs, Josefin is clear: upskilling needs to happen now. Early preparation benefits everyone; businesses can optimize operations with sophisticated tech, and employees gain skills to further their careers.

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AI is already helping Teleperformance’s frontline employees develop professionally through real-time coaching tools that provide instant feedback. “Our frontline workforce are seeing the benefit through AI coaching sessions following a call, to help them improve for the next call. By using AI themselves, they understand that it’s not competing with them, it’s helping them and they’re seeing the value.”

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Josefin doesn't shy away from the tough reality that, over time, AI will absorb more tasks currently carried out by humans. However, she emphasizes that careful planning today will ensure employees can transition into new roles.

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‍“There will be natural attrition, positions we choose not to backfill, and entirely new roles created to support ongoing AI initiatives. At the same time, we have career development programs designed to help employees grow into these new opportunities.”

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Josefin explains that this approach reflects Teleperformance’s 'High Touch – High Tech' philosophy; applying AI to enhance efficiency while ensuring that human expertise remains at the core of operations. By integrating technology with deep human insight, the company can make sure that AI adoption supports both business needs and employee development.

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With curiosity, empathy, and a forward-thinking approach, Josefin is leading the way for her teams and ensuring that no one is left behind in this new era of work.

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With huge thanks to Teleperformance's Josefin Erséus for sharing her time and expertise.

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