Human touch vs AI in the Talent world
In the world of Talent, one question keeps coming up: How do we embrace automation without losing human connection?
Automation in any business unit has revolutionised the way we work, and there are undeniable benefits. It’s no different in Talent Acquisition. However, as with anything, there are some really good examples of how automation can drive significant improvements, and some really bad examples where automation can have a negative impact. For example, Unilever started using AI-driven video assessments, which cut their time-to-hire by 90% and saved over £1 million a year. They also saw a 16% boost in the diversity of their hires. Doubly good!
However, to the contrary, when Amazon introduced an AI-powered resume screening aiming to streamline hiring by automating candidate evaluation, the system developed a gender bias because it was trained on historical data reflecting a male-dominated workforce. As a result, it penalised resumes mentioning terms like “women’s,” unfairly disadvantaging female applicants. Amazon was forced to discontinue the tool, highlighting the importance of human oversight and careful monitoring to prevent AI from perpetuating bias. Not so good!
The keyword here is balance. Automation should absolutely be used to take care of repetitive, time-consuming tasks like scheduling interviews, posting job adverts, or managing approval processes. But it should never come at the cost of real human connection and engagement, which remain at the heart of a good hiring experience. Looking for a new job can be deeply personal. For some, it can be exciting. For others, it can feel like an uncertain, even vulnerable experience.
Last week at Utility Week Live, I joined a brilliant session on The Importance of Customer-Centric Leadership, and I couldn’t help but draw parallels between Customer Service and Talent. Anna Cook, Managing Director of Customer Service at Sky, spoke with real passion about knowing when to lean into human interaction and when automation can do the job. Her example hit the nail on the head – if your broadband is down, you want to speak to a real person, someone who can offer empathy, reassurance, and help resolve the issue. But if you’re simply checking when your contract ends, you’re probably happy to ask a chatbot.
The same principle applies in Talent. If someone has been in a secure role for years and is tentatively exploring new opportunities, they’re likely looking for more than just an auto-reply. They want to speak with someone who can understand their motivations, ask the right questions, and maybe even offer some guidance or perspective. On the flip side, if all they want is to check company benefits or explore live vacancies, a chatbot or careers page is probably all they need. The point is, it depends on the person, and it depends on the moment. There’s no one-size-fits-all approach, and that’s why thoughtful, contextual design matters in both Customer Service and Talent Acquisition.
The answer isn’t to choose between humans or technology, it’s to design better experiences that combine the best of both. Automation has a clear role to play in Talent Acquisition, and when used well, it can unlock real value. But it should never come at the expense of understanding, trust, and connection. We should be using tech to remove friction, not feeling. To create time for better conversations, not fewer of them. When we strike the right balance, we don’t just hire more efficiently, we build stronger, more human organisations. That’s how we scale without losing what makes us who we are.
By Sarah Reed
Sarah Reed is Talent & Experience Lead at Skewb. To speak with her about this topic in more detail, you can connect with her on LinkedIn.
