AI assistants provide employees with instant access to work-related information and assistance. However, there are times when the complexity of human needs necessitates the involvement of human HR representatives.
Knowing when to escalate questions beyond the AI assistant is vital for getting the proper support. Here are some tips to help you decide:
- Complex or sensitive matters: If your question involves sensitive or complex issues like work conflicts, disciplinary actions, or personal challenges affecting your job, it's best to talk to a human HR representative. They can offer the understanding and confidentiality needed.
- Ambiguity or uncertainty: If the AI assistant's response is unclear or open to interpretation, reach out to a human representative for clarification. AI might struggle with complex situations or uncertainty, so it's wise to seek human insight.
- Policy exceptions or unique cases: When your question involves exceptions to policies, unique situations, or circumstances outside standard procedures, human intervention may be necessary. Human HR reps can provide personalized solutions where needed.
- Technical limitations: If your question is highly technical or specialized, the AI assistant might not have all the answers. Consider consulting a human expert who can handle complex HR processes.
- Feedback and improvement: If you find the AI assistant's responses aren't meeting your needs, give constructive feedback. This helps improve its capabilities and ensures better support for employees in the future.
Read our Providing effective feedback for further guidance.
- Know your escalation channels: Understand how to reach out to human HR representatives in your organization. This ensures a smooth transition from AI support to human assistance when required.
- Trust your instincts: If you feel your question needs human attention or personalized help, don't hesitate to escalate it. Trust your instincts and reach out to the appropriate channels for assistance.