AI to draft complaints and grievances

More employees are using AI to draft complaints and grievances

The growth of generative AI is changing how employees raise concerns at work.

While AI can help employees articulate workplace issues or concerns more effectively, employers and HR are now dealing with longer, more complex, and often sensationalised grievances being raised by staff.

The main problem is that AI is often used at face value, with no fact-checking or proofreading.

In addition, AI-driven content often presents information in an exaggerated and emotionally charged way.

As a result, employers are faced with grievances and/or appeals that cite incorrect legal references, offer fake case law, and make unrealistic and sometimes embellished claims.

Many are also becoming unreasonably long, with some simple complaints being produced into 10-page documents.

AI has also led to issues with employee expectations.

Employees are basing their desired outcomes and expectations on unrealistic and/or idealistic information from AI, while failing to look at the practicalities of the situation.

Another potential issue is the risks around data protection, with concerns as to the information that employees are giving to public access AI software, especially where this is extending to information being inputted about other employees and/or the employer.

With all of this in mind, it is no wonder that employers and HR are feeling the burden of responding to these complaints, with increasing time to review concerns, address errors, and clarify the legal position of claims.

So how can employers and HR deal with this growing burden?

Employers and HR must have early discussions with employees who raise concerns to understand the focus of their concern and what the employee wants to happen as a result of their complaint.

It can also help to sift through any irrelevant information and jargon generated by AI, and to focus on the employee’s perspective.

Finally, it is important to ensure that managers are trained to recognise the use of AI in grievances and complaints, and that they know how to help steer the employee back to a more factual and constructive discussion.

If you are seeing an increase in complex or AI-generated grievances, contact us for support with handling complaints, training managers, and keeping your approach clear, fair, and legally sound.