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Using AI in Employee Support


Using AI in employee support can offer many benefits, improved efficiency, personalised experiences, and data-driven insights. However, it also introduces new data risks and privacy concerns that companies need to address.

Benefits of getting personal with employee support through AI

Customisation AI can analyse individual employee data to provide a customised training programme. This personalisation can enhance the employee experience, making them feel more understood.


Efficiency AI-powered systems can handle a large volume of employee inquiries simultaneously, providing quick and efficient support. This allows HR teams to focus on more complex issues.


Analytics

AI can analyse patterns in employee data to predict potential issues or trends, allowing companies to proactively address challenges affecting strategic goals.

Employee Well-being AI may soon be used to monitor and support employee well-being by identifying signs of burnout, stress, or other mental health issues. This proactive approach can contribute to a healthier and more engaged workforce.


Learning and Development AI can recommend personalised learning and development opportunities based on an employee's skills, performance, and career goals, fostering continuous growth and improvement.

Accessibility AI-powered support systems can be available 24/7, providing employees with access to assistance and information whenever they need it, regardless of time zones or working hours.





Data risks associated with getting personal with employee support due to AI


Unauthorised Access AI systems can become vulnerable to unauthorised access, leading to data breaches. If not adequately protected, employee support platforms powered by AI could expose sensitive employee information to third parties.

Bias & Discrimination AI algorithms may inadvertently perpetuate biases present in previously obtained data, leading to discriminatory outcomes in areas such as hiring, promotions, or performance evaluations. This can result in legal and ethical issues for the company.

Lack of Transparency Many AI algorithms are complex and difficult to interpret. This lack of transparency can make it challenging for employees to understand how their data is being used, leading to mistrust and concerns about the fairness of AI-driven decisions.

Inaccurate Predictions AI systems may make predictions about employee behaviour or performance based on historical data. If the data used is flawed or incomplete, these predictions can be inaccurate and potentially harmful to employees. Employee Monitoring AI-powered employee support systems could be perceived as intrusive. This can lead to decreased morale and a sense of distrust among employees.

Consent and Transparency Companies must be transparent about the data they collect, how it will be used, and the measures in place to protect it.




Source:

Markel, K. A., Mildner, A. R., & Lipson, J. L. (September 29, 2023). AI and Employee Privacy: Important Considerations for Employers. Reuters. https://www.reuters.com/legal/legalindustry/ai-employee-privacy-important-considerations-employers-2023-09-29/

McRae, E. R., Aykens, P., Lowmaster, K., & Shepp, J. (January 18, 2023). 9 Trends That Will Shape Work in 2023 and Beyond. Harvard Business Review. https://hbr.org/2023/01/9-trends-that-will-shape-work-in-2023-and-beyond#:~:text=Employees%27%20stress%20and%20worry%20in,notice%20quitting%20and%20workplace%20conflict.


 


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