SummaryIf your HR team is buried in inbox requests, you’re leaving no time for the moments that truly need a human touch. Preet Michelson, Chief People Officer at TMS and Morgan Street Holdings, shares how she’s using AI to modernize global HR operations across 44+ countries—without losing the human element. A former CPA at KPMG who later moved into commercialization, Preet brings a business-first lens to HR, supporting a creative, fast-moving company known for Happy Meal toys and programs like T‑Mobile Tuesdays. She breaks down a practical, two-part approach: centralize and summarize inquiries with AI to spot training gaps and service needs, then route tier-0/1 questions to a chatbot (Jewel in SAP SuccessFactors) while protecting time for complex, sensitive issues. Preet also details a goal-led performance process powered by AI—goal suggestions, a living goal library, an “on/off track” mid-year, and year-end summaries pulled from emails and decks—which drove 96% review completion and 97% manager 1:1s. Expect clear criteria for bot vs. human, change management lessons after a global HCM rollout, and how HR shifts from “push” to “pull” by showing up with data, empathy, and a strategic POV.Timestamps[00:36] – From CPA to CPO: why HR must be business-first[02:22] – Inside TMS and Morgan Street Holdings: a “buy and hold” model and global footprint[03:25] – Creative, fast-moving culture: Happy Meal toys, T‑Mobile Tuesdays, and geopolitics[04:41] – Fixing manual HR ops with AI: SAP SuccessFactors + Jewel, and the case for logging everything[06:46] – Centralize, summarize, then go deep: using AI to bucket inquiries across EU/APMEA/NA[09:44] – Bot vs. human: timeliness/accuracy vs. nuance/sensitivity (immigration, FMLA, family)[13:19] – Goal-first performance: AI goal suggestions, a goal library, on/off-track mid-year, AI-aided year-end[16:46] – Outcomes and brand shift: 96% review completion, 97% 1:1s, and moving HR from push to pullTakeaways- Centralize and summarize HR inquiries with AI to uncover training gaps, policy fixes, and regional needs.- Route tier-0/1 transactions to a chatbot; reserve experts for nuanced, sensitive, or multi-path issues.- Redesign performance around a few clear goals; use AI to suggest goals, craft feedback, and surface accomplishments.- Simplify checkpoints—“on track/off track”—to focus manager time where it matters most.- Measure adoption and communicate wins; high completion and 1:1 rates signal cultural momentum.- Use AI as a time-saver, not a truth source; validate outputs and keep humans at the center of decisions.SponsorWisq introduces Harper, the world's first AI HR generalist designed to act like a virtual HR generalist for every employee. No more waiting on emails or digging through policies—Harper gives your team instant answers to HR questions, helps them navigate benefits and policies, and even routes more complex cases to the right person.By handling the repetitive requests, Harper frees up your HR team to focus on strategy and people, while ensuring employees always feel supported. It’s a smarter, more consistent way to deliver HR services at scale.See Harper in action at https://www.wisq.com/ (00:36) - From CPA to CPO: Why HR Must Be Business-First (02:22) - Inside TMS and Morgan Street Holdings: Buy and Hold Model (03:25) - Creative Culture: Happy Meal Toys and Global Footprint (04:41) - Fixing Manual HR Ops: SAP SuccessFactors Chatbot and Logging (06:46) - Centralize Summarize Then Go Deep: AI Inquiry Bucketing (09:44) - Bot vs Human: Timeliness and Accuracy vs Nuance and Sensitivity (13:19) - Goal-First Performance: AI Goals Library and Year-End Reviews (16:46) - 96% Completion and HR Brand Shift: From Push to Pull