HR leaders are growing more open to using artificial intelligence tools in their functions, raising major concerns amid employees' strong preference for human interactions with HR.

New research from Conduent Incorporated revealed that HR leaders now express clearer intentions and more defined plans for AI adoption this year.

More than a third of HR leaders said they plan to use AI extensively for administrative tasks (38%) and employee self-service interactions (35%).

In fact, some 19% of HR leaders in the survey said they plan to use AI exclusively for employee self-service.

"Organisations have embraced AI in employee benefits with remarkable enthusiasm, particularly in areas that directly impact employee experience and operational efficiency," the report added.

But while HR has taken the "right steps" to begin its AI journey, the report warned that relying solely on the technology for employee self-service can compromise human interaction.

"It also risks miscommunication and exclusion, making a blended approach - combining digital efficiency with human empathy - critical for a truly supportive employee experience," the report read.

Risk to human connections

The warning comes as the same report revealed how employees value their in-person interactions with their HR leaders.

Nearly nine in 10 employees (86%) compared their relationship with HR to their personal relationships.

More than three in four employees also believe HR interactions influence their loyalty to the organisation (79%) and impact their overall experience with the company (78%).

"In the era defined by self-service and automation, employees still expect more from HR - experiences that feel personal, empathetic, and human," the report read.

"The emotional connection that drives loyalty and engagement is built not just through services, but through thoughtfully designed, human-centred interactions."

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