The human touch: is AI killing recruitment etiquette?

By now, everyone knows that recruiters are turning to artificial intelligence (AI) to take on the legwork that comes with the hiring process.

But while it might lighten up the admin and make hiring less of a headache, job seekers argue that the increased use of AI has led to worsening job descriptions, generic responses and an impersonal process that leaves them feeling overlooked. 

At the same time, the government’s AI Action Plan is pushing for businesses to adopt the technology for efficiency, leaving companies questioning how they can use AI effectively without sacrificing the all-important human touch.

Where’s the “human” in human resources?

AI has obvious benefits for recruiters. It speeds up the hiring process by quickly screening resumes, sorting through large volumes of applications and finding the most relevant candidates based on specific criteria. 

According to HR News, 48% of UK employers are using some form of AI technology in their recruitment process, with 75% using an Application Tracking System (ATS) or similar recruiting tools to review applications.

However, job seekers believe that its increased use is wiping out the human touch, with generic job descriptions, automated rejection emails and lack of personal interaction in the interview process being some primary offenders.

For instance, receiving a rejection email merely minutes after applying will leave candidates frustrated and questioning if anyone bothered to read their resume at all. A company even fired an entire HR team after their manager discovered that their ATS was automatically rejecting every application – including his own that he sent as a test.

Meanwhile, Sneha Shah, co-founder of Maneva Group, shared the dangers of employers relying too heavily on AI to write their job descriptions. Most notably, it may fail to properly convey a company’s core values and organisational culture, overlook team dynamics and risk bias and discrimination.

And with 43% of large companies in the UK using some form of AI to conduct job interviews, candidates are left even more disconnected. One notable story from The Guardian shares the experience of a job seeker who had landed an introductory phone interview with a finance company, but when they got on the phone, they were met with an automated AI system that wouldn’t let them fully answer the questions.

“After cutting me off, the AI would respond, ‘Great! Sounds good! Perfect!’ and move on to the next question,” the candidate said. “After the third or fourth interview question, the AI just stopped after a short pause and told me that the interview was completed and someone from the team would reach out later.”

How AI is reshaping job applications

On the other hand, job seekers are also leveraging AI to optimise their CVs, with over half (53%) of candidates using AI tools to assist them in their job search. 77% also use it to exaggerate their qualifications or abilities. Additionally, 29% of job seekers admitted to using AI to generate answers to interview questions – something that can lead to overplaying or even flat-out lying during the interview process. 

Unsurprisingly, companies aren’t a fan of this. For example, Amazon announced last month that it was cracking down on the use of AI during job interviews. In its recent guidelines shared with internal recruiters, the tech giant stated that applicants can be disqualified if they’re found to use an AI tool in the interview process, believing it will give them an “unfair advantage”.

Lord Alan Sugar has also been vocal about his thoughts on the use of AI, saying that candidates who use these tools to update or improve their CVs are “cheating”.

Paul Deighton, Board Director at Shipley UK, commented: “Whilst AI-generated content may sometimes help you to get a first interview, it will quickly become apparent to most interviewers that the candidate in front of them did not craft their own CV or application form.”

Balancing bots and behaviours

While AI brings plenty of benefits and efficiency to the recruitment process, it’s important to balance its use with a personal touch to ensure candidates feel valued and the process remains human-centred. To do this, businesses should:

• Use AI for screening, not interviewing: let AI handle the initial resume screening and shortlisting based on keywords and relevant experience, but make sure that real, human recruiters conduct the interviews to assess personality, culture fit and soft skills.
• Personalise candidate communication: use AI to automate initial emails or follow-ups, but also add personal touches in interactions, such as personalised feedback in a rejection email.
• Leverage AI for scheduling: AI can handle interview scheduling and reminders, freeing up time for recruiters to focus on building relationships with candidates during the interview process.
• Human-led decision making: use AI tools to assist with data-driven insights and analysis, but ensure final hiring decisions are made by people who can assess nuance and fit beyond just data.

The future is automated

All in all, as AI brings clear benefits and efficiency to the hiring process, it’s most certainly here to stay. However, using it thoughtfully – while keeping things personal and ensuring a good candidate experience – is key to making sure both businesses and job seekers get the best of both worlds.