Challenges and opportunities of artificial intelligence adoption in human resources management within the ICT industry in Armenia

Type of the article: Research ArticleAbstractThis study investigates the challenges and opportunities of artificial intelligence (AI) adoption in human resources management (HRM) within the ICT industry of Armenia. Utilizing a mixed-methods approach, the analysis is based on a structured survey and in-depth interviews conducted with 30 HR specialists from Armenian ICT companies in Yerevan between January and February 2025. The results of the expert survey were analyzed using descriptive statistics, frequency analysis, and cross-tabulation tests in SPSS software. The findings revealed significant opportunities for using AI in human resources management within the ICT sector. These opportunities include improving management processes for employees and saving time and financial resources through the effective use of artificial intelligence in HRM. However, there are also evident challenges, such as the comparatively slow rate of AI integration in HRM (only 43.4% use AI tools in HRM), and risks associated with human–AI imbalance (27.8%), information protection (27.8%), job displacement (18.5%), AI bias (16.7%), and resistance to change (9.3%). Nevertheless, the findings revealed no correlation between company size and the level of AI implementation in HRM (Pearson Chi-Square = 0.143, p = 0.931), which does not support the hypothesis of a ‘digital divide’ within the sector whereby larger companies are more likely to implement AI than small and medium-sized enterprises. The study highlights the importance of balancing AI technology with the human factor, developing ethical standards, investing in AI literacy, and implementing targeted training programs.