The Truth About AI in HR: What’s Hype and What Really Matters

We were fortunate to meet Opal Wagnac at HR Tech in 2024, catching her interview with Kyle Lagunas for the Transformation Realness podcast.
Opal is the Senior Vice President of Market & Product Strategy at isolved.

The interview brings a candid perspective on making enterprise-grade solutions accessible to businesses of all sizes, not just the giants, and how small and mid-sized businesses (SMBs) can embrace AI responsibly.

Opal’s philosophy is a simple but powerful truth: technology is only as good as the humans who guide it. “AI isn’t going to replace the human element,” she asserts. “Sometimes, you just need someone to pick up the phone and talk to you.”

AI: It’s a Tool, Not a Magic Wand

The conversation opens with a reality check: “AI is not going to solve all your problems — it’s not magic,” she says. Instead, she compares AI to a hammer: useful, but only in the hands of someone who knows how to use it.

“For AI to work, you have to know what problem you’re trying to solve,” Opal emphasizes. “It’s not about replacing humans; it’s about helping them do their jobs better.”

This mindset is central to isolved’s strategy. By equipping SMBs with the right tools and training, they ensure AI solutions are more than just flashy add-ons — they’re meaningful improvements that empower businesses to thrive.

Key Takeaways:

• AI can enhance productivity and decision-making, but leaders need to identify specific problems it can solve.
• Training and support are critical for SMBs to realize the full potential of AI as a business enabler.

Healthy Skepticism is Your Best Friend

For Opal, trust in AI starts with critical thinking. “You can’t just take AI’s outputs at face value,” she warns. “Ask questions. Challenge the data. Make sure it aligns with your goals and values.”

Her advice? Don’t fall for AI hype. “Sometimes, there’s this rush to adopt the latest technology without thinking about the long-term impact,” she says. “But HR leaders have to think about the big picture.”

Opal’s approach at isolved reflects this ethos. By combining AI solutions with personalized support, they help SMBs adopt technology in a way that feels both accessible and sustainable.

Key Takeaways:

• Trust in AI doesn’t mean blind acceptance; ask tough questions and ensure AI outputs align with your organization’s goals.
• Avoid rushing into AI adoption without considering its long-term impact and sustainability.

The Future Belongs to Change Agents

Opal believes that HR professionals have a unique role to play as change agents. “HR isn’t just about compliance or payroll anymore,” she says. “It’s about driving transformation — and that means taking an active role in how AI is implemented.”

She shares a practical example: “If AI suggests a hiring decision that doesn’t sit right, don’t just accept it. Dig into the data. Figure out what’s driving that recommendation.”

This proactive mindset, Opal says, is what will separate the leaders from the followers in the age of AI. “The best HR teams aren’t just using AI — they’re shaping how it’s used.”

Key Takeaways:

• HR’s role is evolving into one of transformation. Take ownership of AI implementation and its impact.
• Proactively guide AI’s use and challenge recommendations that don’t align with your values.

Diverse Perspectives, Better Outcomes

Opal is passionate about the value of diverse thinking. “When everyone in the room thinks the same way, you’re going to miss out on innovative solutions,” she says.

She urges HR leaders to seek out voices from across the organization, not just the usual suspects. “The person on your IT team or the new hire on your customer support team? They might have the insight you’re missing,” she explains.

Her takeaway is clear: “Innovation comes from inclusivity. If you want to build better tools and processes, you must bring more people to the table.”

Key Takeaways:

• Diverse perspectives drive Innovation. Engage voices across your organization for better solutions.
• Foster inclusivity in decision-making to create adaptable and innovative workplace cultures.

Final Thoughts

AI isn’t a replacement for human insight — it’s a tool to amplify it. However, to make the most of it, HR leaders need to stay curious, think critically, and embrace the role of change agent.

The challenge for all the HR pros is clear: don’t just adopt AI — own it. Ask questions, bring diverse perspectives, and never lose sight of the human element. After all, as Opal reminds us, “The future of work isn’t about machines. It’s about people.”

Tune in here for the full episode to hear more from Opal and Kyle as they explore how HR can navigate the complexities of AI while staying true to its human-centered mission.