AI-generated complaints in the workplace present new challenges – survey
The use of artificial intelligence (AI) is having an increasingly significant impact on workplace lawsuits according to a survey by UK law firm Irwin Mitchell. According to a poll of 200 HR professionals more than half (50%) had dealt with complaints from employees that are suspected to have been generated by AI.
Legal experts recommend communicating directly with employees and requesting confirmation on the specific points of the complaint. This allows employers to cut through the often broad and legalistic language used by AI. It is crucial to focus on factual statements and avoid getting bogged down in complex legal jargon.
AI’s tendency to cater to user expectations can lead to unrealistic outcomes. By exaggerating alleged violations of rights and potential compensation, AI can escalate tensions and worsen the employer-employee relationship.
AI-generated complaints are often easy to recognise due to their distinctive style: excessively formal language, extreme length, and potential inaccuracies. Legal experts recommend communicating directly with the employee to clarify issues and find agreement on a resolution. However, employees can be hesitant in this process, as they often struggle to grasp the nuances of the AI-generated complaint. More than half of respondents (52%) said finding a solution to complaints generated this way can take longer than necessary to resolve.
The implications go beyond complaints. The survey found a third of employees used AI to prepare legal action. Responding to these complaints is even more challenging, as there is no opportunity for direct dialogue with the employee about the specific allegations. Employers must prepare their defense carefully and explain the ambiguities or lack of legal basis in AI-generated claims.
The growing volume and complexity of AI-generated claims are putting significant pressure on the resources of UK labour courts. Experts expect that waiting times for hearings will increase as a result.
“Employees have the right to raise concerns, and it’s important not to dismiss these concerns simply because you dislike the tone or suspect AI involvement,” said partner and national head of Employment Elaine Huttley. “What matters most is understanding the underlying issues that sit behind a 30 page grievance, and that’s best done face to face.
“To reduce risk and improve outcomes, employers should act early to resolve issues, foster a positive workplace culture, and train managers in conflict resolution.”
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