Here’s what hiring managers and workers think of AI on the job
Artificial intelligence is increasingly showing up in the workplace, but most participants agree it will not eliminate the need for humans.
Nine-in-10 U.S. hiring managers say AI will never replace the need for actual employees at their company, and 92% say their company is committed to preserving a human element in the workplace. Among employed job seekers whose company uses AI that responded to a recent Express Employment Professionals-Harris Poll survey, 82% say generative AI will never replace the need for actual employees where they work.
[READ MORE: Keeping humans in the AI loop]
These findings occur as AI use continues expanding in the workplace. Eight-in-10 (79%) surveyed hiring managers say their companies use AI, including 43% who say it's used regularly.
Humans still play a major role
The top areas where hiring manager respondents say their companies most often rely on people are:
- Human resources: 59.%.
- Customer service: 57%.
- Ethics and compliance: 47%.
- IT: 43%.
- Sales: 39%.
Three-quarters of respondents from companies with two to nine employees say they prioritize human interaction in customer service, compared with 51% of respondents from companies with 500 or more employees.
Among both surveyed hiring managers and job seekers, the strongest support for keeping people involved exists in the following areas:
- Managing crisis situations or emergencies — Hiring managers: 82%, job seekers: 76%.
- Making decisions on ethical practices and compliance — Hiring managers: 82%, job seekers: 73%.
- Handling employee disputes or grievances — Hiring managers: 81%, job seekers: 74%.
- Negotiating deals or contracts with other businesses — Hiring managers: 80%, job seekers: 70%.
- Conducting performance reviews and providing feedback — Hiring managers: 79%, job seekers: 71%.
- Determining who gets laid off — Hiring managers: 76%, job seekers: 71%.
Large majorities of surveyed hiring managers also said they prefer including humans in the workplace tasks of reviewing applications and selecting candidates for interviews (79%) and serving as the first point of contact for customer issues or questions (77%).
"AI can improve efficiency, boost productivity and take routine tasks off employees' plates so they can focus on other priorities, but that does not mean it should stand in for people," said Bob Funk Jr., CEO, president and chairman of Express Employment International. "When the situation is sensitive or the outcome affects someone's job, career or future, human involvement still matters. The real value of AI comes from working alongside people, not replacing them."
