Do we need robots to keep up with EAP demand?
Do we need robots to keep up with EAP demand?
Maybe it’s not surprising that employees would rather talk to a robot than their line manager. 82% of people think robots can support their mental health better than humans, according to a global study by AI software firm Oracle.
The impacts from living and working under pandemic conditions are so common, from people working longer hours, the unwanted merging of work and home lives, the increased uncertainty and stress. That means hassle-free access to support is more important than ever. One in four of us, it’s reported, are burnt out, and we’re still some way off from returning to more normal routines.
Digital services are instinctive. If we want to shop, be entertained or find something out, we turn first of all to an instant digital source. It’s so much quicker and easier than having to make a trip out or even pick up a phone.
Judgment-free
The developments in chatbot and AI technology for providing tailored advice to employees have been impressive, but can automation ever replace a human being? According to the Oracle study the main reasons for turning to a robot – other than speed – are that AI is wholly unbiased and won’t pass judgment on the employee. 77% of employees surveyed in the UK wanted more access to technology to support their mental health, with 69% being receptive to the idea of a robot therapist.
Globally, 68% of people said they would prefer to talk to a robot over their manager about stress and anxiety at work. 75% said the use of AI had already helped their mental health at work: providing the information needed to do their job more effectively, automating tasks and decreasing workload to prevent burnout.
What does AI mean for EAPs?
Certainly AI can offer an instant engagement tool. EAPs have responded quickly to the changing needs of employers and their people during lockdown and distancing, building on the range and availability of online resources. Critically this has included providing access to human support through remote and video counselling, the all-important conversations with professionals able to understand all the complex nuances of someone expressing their emotions and struggles. For someone coping with mental illness at any stage, struggling to find reassurance and a solid basis of meaning and purpose, is it really healthy for them to always know they’re only talking to an impassive, uncaring void? Mental health has to be based on human care.
It’s also critical that HR don’t overlook the findings around talking to line managers, leaving sensitive and personal issues for the AI to clear up. It’s not the answer. Even if they can’t and shouldn’t take on the role of counsellor, managers continue to need be trusted and to have empathy and emotional intelligence. As the pandemic has demonstrated, work and workplaces aren’t just incredibly important economically in people’s lives but socially. Work is where people come together, have shared goals and struggles, share support and all the rewards of being together. In the same way, EAPs will always be about people helping people.
Eugene Farrell, EAPA UK chair, EAP Demand