Jan 2025
Artificial intelligence is advancing rapidly, becoming an increasingly integral part of our daily lives. We spoke with Hakan Öker, CHRO of TAV Airports Holding, about the transformative role of digitalization and AI in HR, and how TAV Technologies is helping them.
Where does digitalization stand among TAV Airports' human resources priorities?
Digitalization became a key focus for us, especially after the pandemic. Employee needs changed significantly as we modernized our systems and shifted to hybrid and remote working models. To adapt, we prioritized digital tools and flexible systems to improve productivity and meet our employees’ growing online demands. This year, digitalization has become one of the top priorities in our HR strategy, alongside leadership development and rewards management. This focus helps us support our employees and thrive in today’s digital work environment.
With the ongoing advancements in digitalization and AI, how do these technologies impact HR processes?
Digitalization and AI are transforming HR processes on a foundational level. They bring increased efficiency and agility, which are crucial in today's business environment. AI allows us to harness data in ways that give a much clearer picture of employee needs and potential, enabling more strategic talent management. AI and digital tools are reshaping HR to be more proactive and people-centric, resulting in a positive transformation.
Could you specifically show us how this digital transformation impacts the aviation and airport operations industry?
The aviation industry is unique in its demand for efficiency and safety. Digital HR solutions enable us to address these sector-specific needs with precision. For example, the use of AI in workforce scheduling has been transformative. AI-powered scheduling tools analyze data on flight schedules, passenger traffic, and other variables to optimize staff deployment in real-time. This helps ensure we always have the right people in the right place, maximizing operational efficiency and employee well-being. These kinds of systems can be applied in different airport systems to reach an optimal resource allocation.
How does generative AI particularly shape HR functions in your organization?
Generative AI is opening new possibilities in HR that we couldn’t have imagined even a few years ago. This year, we are set to launch several transformative initiatives within our HR functions at TAV Airports and its subsidiaries. Our primary focus will be enhancing efficiency and user experience through digital innovation.
To streamline employee processes and improve accessibility, we will integrate a smart chatbot into our existing HR system. This digital assistant will respond instantly to common employee inquiries, display assigned tasks, and facilitate approvals—all within an interactive, chat-based interface. By simplifying daily HR interactions, we aim to improve the overall experience for our colleagues and allow HR teams to focus on more strategic priorities.
Our second major initiative is an advanced recruitment solution leveraging generative AI. This tool automatically generates job postings aligned with department needs and categorizes applications according to candidate compatibility. Additionally, the platform will handle candidate outreach by sending direct invitations and conducting initial interviews, reducing the administrative burden on HR personnel and allowing them to dedicate more time to talent strategy and engagement.
In addition, we consolidated all training programs provided through online platforms into a single digital catalog and a mobile application making it easier for all employees to track and manage training resources.
Many fear that AI could make HR less humanistic. How do you see AI enhancing, rather than eliminating, the human aspect of HR?
AI in HR should enhance our ability to connect with employees rather than replace that human connection. Automating repetitive tasks frees our HR professionals to focus on meaningful, high-impact interactions with colleagues. For instance, robots handle routine inquiries quickly, giving HR more time to engage in personalized support and development planning. AI can also provide insights into employee engagement, career aspirations, and performance trends, enabling us to create a more supportive and tailored work environment.
With AI and automation advancing rapidly, employees are often concerned about potential job loss. How do you address this fear at TAV Airports, especially in a highly technical and regulated field like aviation?
We hear that concern often, and it’s entirely understandable. AI and automation are changing the nature of work across all industries, but in our view, they’re primarily tools to enhance human capabilities, not replace them. We’re transparent about changes and focus on reskilling and upskilling our workforce to meet evolving demands. This means investing heavily in training programs, often using AI-driven learning tools, to prepare employees for more strategic, higher-impact roles that arise as technology takes over repetitive tasks. We aim to help employees grow with the technology, giving them new career paths and enhancing their roles rather than eliminating them.
TAV Airports and its subsidiaries employ a vast workforce of 42,000 people. For us, digitalization is not about replacing their efforts but about transforming work. Artificial intelligence is not the end goal but a means to streamline operations and improve productivity. In this way, digital tools complement human effort rather than replace it.
How has the employee experience evolved with these digital initiatives?
The employee experience has become more intuitive. Through digital portals, employees have immediate access to their schedules, benefits, training, and performance metrics, empowering them to take ownership of their career journey. In addition to employee experience, digital tools allow us to develop company-specific functions within HR systems. This gives us autonomy and frees us from one-size-fits-all solution packages.
Delegating routine tasks to robots allowed our teams to concentrate on analytical and strategic processes. We enhanced efficiency across all HR operations by transitioning our HR systems to the cloud. Also, our online well-being and training apps empowered individuals to focus on self-development anytime, anywhere.
Finally, any advice for HR leaders just beginning their digital transformation journey?
Embrace technology with an open mind, but always keep people at the core of your strategy. Digital tools are enablers—they amplify what’s possible in HR but should never replace the human touch. Focus on technologies that align with your company’s culture and operational needs. It’s also important to cultivate digital skills within your HR team to lead by example. Start small, if necessary, measure the impact, and build on those successes.
Digitalization is the most important trend across all industries today. However, instead of treating it as a trend, we should focus on understanding our needs and finding the right solutions. Each company has unique expectations and requirements, so it’s essential to approach digitalization with this in mind.