Unmuted Podcast | Episode #91
Human in the Loop. Or Just Someone to Blame?
Guest: Kerris Hougardy – SVP People, Ting Internet
Host: Jeff Waldman – Founder & HR Tech Evangelist at ScaleHR & SocialHRCamp
Episode Overview:
As AI becomes increasingly embedded in hiring, performance management, compensation, and other workplace decisions, organizations often point to one important safeguard: keeping a "human in the loop".
But does having a human involved actually guarantee meaningful oversight? Or are we simply giving someone responsibility for decisions they don't really control?
In this episode of Unmuted, Jeff Waldman sits down with Kerris Hougardy, SVP People at Ting Internet, to challenge one of the most commonly used phrases in responsible AI.
They explore why human oversight can become little more than a rubber stamp when employees lack the time, information, confidence, or authority to question AI-generated recommendations.
Drawing on her experience leading people strategy through organizational transformation, Kerris explains what genuine accountability looks like, why the level of human involvement should reflect the risk of the decision, and how organizations can prepare employees to work effectively alongside AI.
She also shares Ting Internet's approach to AI literacy, which prioritizes human capabilities like critical thinking, judgment, curiosity, empathy, and courage before technical AI skills.
We Explore:
- What "human in the loop" actually means in HR and why we should question it
- Why human oversight often breaks down when people lack time, context, or authority
- How automation bias can turn meaningful review into a rubber stamp
- Who should be accountable when AI influences important workplace decisions
- Why higher-risk decisions require greater human involvement and judgment
- How Ting Internet is building AI literacy by focusing on human skills first
- What organizations can do to make human oversight meaningful and measurable
What Meaningful Human Oversight Requires:
Time to properly evaluate AI-generated recommendations
Access to the information and context behind the output
Authority to question, override, or reject recommendations
Psychological safety to challenge technology without consequences
Timestamps:
00:00 – Introduction and episode overview
02:08 – Meet Kerris Hougardy and her role at Ting Internet
03:40 – What "human in the loop" really means
06:45 – Time, context, process, and automation bias
09:39 – Where human oversight breaks down
10:00 – Accountability and the self-driving car example
13:17 – What meaningful oversight looks like
16:16 – Balancing efficiency with human judgment
18:10 – Ting's AI literacy approach: human skills first
22:35 – The biggest takeaway for HR leaders
23:33 – Closing remarks
About Kerris Hougardy
Kerris Hougardy is the SVP People at Ting Internet, where she leads employee experience, organizational development, and culture strategy across a distributed workforce.
With more than 20 years of HR and organizational leadership experience, Kerris has guided organizations through complex transitions, including restructuring, rapid technological change, and large-scale transformation.
She is passionate about advancing AI workforce readiness and helping organizations balance technological innovation with human judgment, trust, inclusion, and long-term capability.
Her approach emphasizes transparency, resilience, and shared ownership, with a belief that organizations must invest as much in human readiness as they do in technology.
Connect with Kerris on LinkedIn at https://www.linkedin.com/in/kerrishougardy/
About Ting Internet
Ting Internet is a US-based internet service provider focused on delivering high-speed fiber internet to communities.
Within the organization, Kerris and her team are approaching AI adoption with an emphasis on workforce readiness, responsible use, and strengthening the human capabilities needed to work effectively alongside emerging technologies.
Key Takeaway
Having a human involved in an AI-driven decision doesn't automatically create accountability.
Meaningful oversight requires people who understand what they're reviewing, have the time and information to evaluate it, and possess the authority and confidence to challenge the technology.
The question isn't simply whether there's a human in the loop. It's whether that human actually has the power to make a difference.
About ScaleHR
Unmuted is powered by ScaleHR (https://goscalehr.com/), helping emerging HR, Recruitment, and Work Tech companies accelerate brand awareness and lead generation through Catalyst, our community-driven omnichannel marketing solution.
Unmuted is also part of the WRKdefined podcast network, available on Spotify, Apple Podcasts, and other platforms.
🌐 Explore Unmuted: https://goscalehr.com/theunmutedpodcast
🎧 Find Unmuted on WRKdefined: https://wrkdefined.com/podcast/unmuted
#Podcast #AIinHR #HRTech #ResponsibleAI #HumanInTheLoop #AIGovernance #Leadership #FutureOfWork #HumanCenteredLeadership
Powered by the WRKdefined Podcast Network.
Sponsors
