In a recent article by SAP SE, the company introduces its new “People & Culture Lounge” (P&C Lounge) initiative, a global service designed to provide one-on-one conversations with HR experts to all 110,000 SAP employees worldwide by the end of 2025. The move underscores a broader HR philosophy: as artificial intelligence (AI) and digital services take over more routine processes, the human element of HR becomes ever more critical.
SAP describes a multi-tier HR service model: standard employee queries (payroll, vacation requests) are handled via self-service portals and a Shared Service Center; the new P&C Lounge steps in for the more complex, personal issues that benefit from dialogue, such as career development, team conflicts or deeper payroll questions. According to Dr. Christian Schmeichel, Global Head of People & Culture Services at SAP, this “blank spot” in HR service — personalized consulting available to all staff — is what the company is strategically filling.
Interestingly, SAP credits the rise of AI for enabling and justifying this human-centric pivot. As SAP’s internal AI copilot “Joule” and other digital services take on more of the routine HR load, they free up HR experts to focus on the “higher-value” human interactions. Intelligent matching systems allocate the right specialist (payroll expert, career counsellor, etc.) and in many cases deliver the service in a local language. The message: AI isn’t replacing human HR support — it’s enabling a shift toward more meaningful human engagement.
For organizations navigating the AI era, the SAP case offers a valuable lesson: while automation and digital services are important, they cannot—and should not—fully replace the human dimension of HR. By balancing efficient tech-powered services with accessible human support, companies can respond to diverse workforce needs across generations, geographies and job types. In SAP’s view, that people-centricity is integral to being an employer of choice in the age of AI.
