The impact of artificial intelligence (AI) on employee grievances
It wasn’t all that long ago that employee grievances were relatively straightforward matters to deal with, albeit not something that employers have ever wanted to receive. An employer may have received a short letter or an email raising concerns, and set about trying to resolve them without being too drawn into it.
Occasionally, employers may have received more detailed grievance letters highlighting a number of complaints which might go back over a lengthy period of time, which would then take more time and resources to deal with.
With the huge developments we have seen in technology in recent years, and an increased awareness of employment rights in the workplace generally, the landscape has shifted dramatically. Employers need to be aware that AI is increasingly being used by employees to raise grievances in the modern workplace, and respond to this appropriately.
The rise of AI generated grievances
AI tools such as ChatGPT and Google Gemini are now being used frequently by employees in many contexts. The advantage of these large language models (LLMs) is that they can turn their hand to just about anything, from writing reports to creating presentations. As such, people are becoming increasingly reliant on them in the workplace, particularly when it comes to articulating their opinions or concerns more clearly and professionally.
This has seen a rise in AI generated emails, but it is also increasingly being applied to employee grievances. An AI generated grievance can take someone’s concern in a basic form, and turn it into a formal and more eloquent grievance. While these developments can be said to bring advantages, they also introduce a level of complexity that employers and HR teams may not have been prepared for.
On the surface, a well-structured grievance where the core issues have been identified can be easier for an employer to read, understand, and respond to. However, the downside to these advances is also becoming increasingly apparent.
For example, AI tools, while powerful, often lack context. They can suggest legal arguments or policy breaches which are based on incomplete or outdated information, or even completely invent laws or legal cases. Worse still, they may encourage employees to pursue complaints that are unfounded or irrelevant to the situation. This leads to grievances becoming far more complex and ultimately, more time consuming to resolve.
How to approach AI generated grievances
Employers should treat AI generated grievances with the same seriousness as any other grievances, but they should also be cautious. Each point raised, no matter how spurious it may seem, must be addressed thoroughly. Failing to do so could result in appeals, legal escalation, or reputational damage to employers.
While AI may help employees articulate their concerns more clearly, it cannot, and should not, replace genuine dialogue, empathy, and emotional intelligence. The grievance process is, at its core, a human one. It’s about listening, understanding, and resolving issues that affect real people in real ways.
Ultimately, the future of employee relations will be shaped by how well organisations adapt to this new dynamic. Transparency, empathy, and robust digital policies will be key. Employers who embrace the challenge and invest in proactive strategies will be better positioned to maintain trust and fairness in an increasingly AI-driven workplace.
How to manage AI generated grievances
While it may not be necessary to put a specific policy in place for managing AI generated grievances, employers should adapt the way they manage grievances more generally in order to ensure they are properly handled. Employers must be prepared to:
- Conduct deeper investigations
Each complaint or concern should be thoroughly investigated to ensure both its validity, and that it has been accurately represented in the AI generated grievance. As it is possible that AI will embellish or add details to a grievance, employers should be sure that the grievance is reflective of the actual issues in a given case.
- Verify its accuracy
Both the intent of the grievance and the AI generated response could be based on incorrect policy references or legal assertions. Employers should check the accuracy of the grievance as it pertains to their policies and relevant legislation in order to combat AI hallucinations and employee misunderstandings.
- Maintain up-to-date policies
In some cases, outdated documents may lead to confusion over the grounds for grievances, or the procedures for managing them. This can be compounded by AI, which may give employees information that conflicts with your policies. Policies should be maintained to ensure they are up-to-date and reflective of any changes to employment law.
- Provide training to managers
Grievances are a sensitive issue, and one that can be inflamed by AI if it makes mistakes, or interprets the original input in the wrong way. Training should be provided to managers to empower them to respond with greater empathy, precision, and fairness when dealing with grievances, as well as to better recognise the telltale signs of an AI generated grievance.
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AI is creating as many problems as it is solutions in many workplaces, and AI generated grievances are no exception.
While the first step is being aware of the issue, organisations should put measures in place to ensure that AI grievances are handled properly, while being treated with the same deference as any other grievance.
Seeking advice about managing employee grievances? Don't hesitate to get in touch with Parfitt Cresswell today.
