Jessica O'ConnorMore than half of UK businesses believe artificial intelligence (AI) is being used by employees to draft workplace complaints, according to research by law firm Irwin Mitchell.
The survey of 200 HR professionals found that 60% of UK businesses have recently handled grievances they suspect were generated by AI tools, while one in three said they had dealt with an employment tribunal or legal claim in which they believed AI had been used to prepare the employee’s case.
Over half (52%) said AI-drafted grievances were harder to resolve, citing overly formal or legalistic language and a lack of personal context as major challenges.
The findings suggested that AI is becoming a new and disruptive factor in workplace disputes, shaping how employees communicate grievances and how employers respond to them.
Elaine Huttley, partner and national head of employment at Irwin Mitchell, said: “AI is rapidly transforming the workplace, not just in how businesses operate but also in how employees are using it to understand their rights. While tools like ChatGPT can empower individuals to articulate their concerns more clearly, they can make it more difficult to resolve those concerns.
“AI is a people pleaser and tells them what it thinks they want to hear. That’s because it relies on the information the employee has given it which may not provide the entire context or all relevant facts. We’ve seen examples where the advice it has provided is incorrect in terms of the relevant law.
“But, more frequently, it exaggerates the degree to which the employer has breached the employee’s rights and how much they might be awarded if they bring an employment claim. That gives rise to unrealistic expectations and can contribute towards the relationship breaking down further.
“Employees have the right to raise concerns, and it’s important not to dismiss these concerns simply because you dislike the tone or suspect AI involvement. What matters most is understanding the underlying issues that sit behind a 30 page grievance, and that’s best done face to face.”
She added: “To reduce risk and improve outcomes, employers should act early to resolve issues, foster a positive workplace culture, and train managers in conflict resolution.
“Providing staff with AI awareness training can also help improve understanding of its strengths and weaknesses, reduce reliance on inaccurate outputs, and promote responsible use. This is crucial as the forthcoming Employment Rights Bill introduces new rights and increases the potential for claims.”
