How to reassure people about AI: A checklist for CHROs

1. Are leaders telling staff that AI won’t lead to job losses?

CHROs must persuade their fellow leaders to avoid hollow promises that employees perceive to be disingenuous. Rather, the goal should be to communicate openly and honestly, with an exchange of views about how both employer and employee see roles changing.

2. Are we constantly shifting the goalposts?

Some employees are grappling with “upskilling fatigue” – a constant discourse around improving their skills relating to new technologies. Instead, focus on human-centered organizational and technological design to facilitate the implementation of AI technologies in a way that supports, rather than undermines, staff.

3. Are we building black boxes?

Neither managers nor their teams will be keen to trust a “black box.” Instead, when introducing new AI capabilities, CHROs must ensure that people understand how models reach their conclusions. Users are much more likely to adopt AI technologies that they feel they understand.

4. Are we making vague claims?

Vague and unsubstantiated claims only add to people’s unease about AI. Where leaders do have a clear view of the likely impact, set that view out early. That way, they can give workers the support and reassurance they need to take advantage of the opportunity.

5. Are we addressing people’s concerns?

The HR function is well placed to monitor the use of new AI tools and collect feedback and address concerns about ethics, privacy, and safety.

6. Have we appointed innovation champions?

Organizations can reap big benefits from “innovation champions” – individuals who are excited to try new technologies in their area of the business and share the learnings. Many of the most valuable gains from AI will come from the workforce exploring different use cases.