Balancing Efficiency and Empathy: Artificial Intelligence Adoption in Human-Centered Human Resources

Presenter: Ainsley Louise Cicone

Faculty Sponsor: Muzzo Uysal

School: UMass Amherst

Research Area: Artificial Intelligence

Session: Poster Session 1, 10:30 AM - 11:15 AM, Auditorium, A76

ABSTRACT

This study explores how real HR managers use, or intentionally avoid using, AI in their day‑to‑day work. Through open, candid conversations with mid‑ to senior‑level HR professionals, the research examines both the benefits and the challenges of bringing AI into a field that is fundamentally human-centered. While AI can streamline tasks such as recruitment, performance management, and decision‑making, it also raises concerns related to trust, ethics, emotional impact, and whether organizations are truly ready for this technology. In addition to interviews, the study incorporates email-based communication to gather supplemental insights and clarify participants’ experiences, creating a mixed‑method approach that captures perspectives across different communication styles and comfort levels. Using semi‑structured interviews and thematic analysis guided by a prompt‑driven AI adoption model, the study investigates how factors such as task load, AI literacy, and organizational culture shape adoption decisions. It also considers moderating influences, including task complexity and HR expertise, that affect how AI is perceived and used. Ultimately, the goal is to understand how hybrid AI‑human systems can balance efficiency with empathy, preserve fairness and meaningful work, and influence broader outcomes like retention and organizational culture. This qualitative case study design, supported by purposive sampling across diverse organizational settings, allows for in‑depth, nuanced insights into how and why HR managers adopt or avoid generative AI in sensitive interpersonal tasks while addressing limitations in generalizability.

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