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Human First, AI Powered: How One Company Scaled Without Replacing People
About this episode
Transcript
About this episode
In this episode of the Future Proof HR podcast, Thomas Kunjappu sits down with Marlene Cosain, HR Director at Abby Connect, to explore what it really looks like when a human-centered company introduces AI into the core of its business without eroding trust or displacing its people.
Drawing on her journey from receptionist to HR Director, Marlene shares how Abby Connect navigated the launch of an AI receptionist inside a company built on human connection. She explains why transparency, early communication, and sustained trust were essential in helping employees move from fear to engagement during a major strategic shift.
Marlene breaks down how HR led AI adoption by raising AI literacy through low-stakes experimentation, empowering early adopters, and enabling receptionists to transition into AI-adjacent roles. She explains why domain expertise became the foundation for new positions like AI technicians and QA specialists, and how human-in-the-loop design emerged as both a cultural anchor and a market differentiator.
Topics Discussed:
Human-first AI adoption in a people-driven business
Building trust during AI-driven change
Raising AI literacy through practical experimentation
Promoting from within during transformation
Creating AI-adjacent roles from frontline expertise
Human-in-the-loop design as a competitive advantage
HR’s role as the glue during strategic shifts
Supporting middle managers through uncertainty
If you are an HR leader navigating AI adoption, workforce trust, or large-scale change that affects both the business model and the work itself, this episode offers a grounded, real-world perspective on how HR can lead transformation without losing its people.
Additional Resources:
Marlene Cosain
