Is AI Helping or Hindering Candidate Experience?

The dawn of AI in recruitment has been hailed as a game-changer, a disruptive force poised to revolutionize how companies identify, attract, and hire talent. From algorithmic resume screenings to AI-driven interviews, the promise is clear: enhanced efficiency, reduced bias, and a more streamlined hiring process. 

But as we dive deeper into the AI-driven recruitment era, a critical question emerges: Is AI truly enhancing the candidate experience, or is it creating a sterile, impersonal gauntlet that alienates potential hires? The trepidation is there; according to a 2024 Greenhouse report on candidate experience, over a quarter of US job seekers fear that AI may be screening them out of the hiring process.

So it poses the question: is AI helping or hindering candidate experience?

The Good: Speed, Personalization, Fairness

Speed and Responsiveness

One of AI’s most touted benefits is its ability to accelerate the hiring process. Automated systems can screen resumes, conduct initial interviews, and even handle follow-up communications swiftly, reducing the agonizing wait times candidates often endure. A CareerBuilder survey found that 60% of job seekers have quit an application process due to its length. AI’s efficiency can thus keep candidates engaged and less frustrated. That’s a huge win!

Personalization

When leveraged properly, with consideration and purpose, AI-driven chatbots and virtual assistants can offer a personalized touch by providing instant responses to candidate queries and updates on their application status. This real-time interaction can make candidates feel valued and well-informed. AI can also tailor feedback to specific candidates or add a touch of personality to outreach messages. For example, if a candidate is a big tennis fanatic and you’re trying to pique interest, ChatGPT can help craft copy that will appeal to this sensibility without it feeling forced.

Reduced Bias

AI also has the potential to democratize the hiring process by focusing purely on skills and qualifications, thus minimizing human biases. Technology (again, when leveraged correctly) shouldn’t fall for the same unconscious biases that we often do, and can make more rational and discerning hiring suggestions. AI can spot discriminatory language in job descriptions, help craft interview questions that purely assess for the role being hired for, and even create Boolean strings to source underrepresented talent.

Learn more: Moving Beyond the Hype of AI

The Bad: Impersonality, Algorithmic Bias, and Lack of Transparency

Impersonality

Despite AI’s ability to add personality, there is also the fear that it can lead to bland and repetitive interactions. The recruitment process is inherently human, and candidates often seek a connection with potential employers. AI-driven processes can feel impersonal and transactional, stripping away the human touch that many candidates value. As reductive as it may sound, vibes are a big part of why talent decides to work for particular organizations, and if positive sentiment isn’t fostered, you could be missing out on some star potential.

Algorithmic Bias

AI is only as unbiased as the data it’s trained on. If historical hiring data is biased, AI can perpetuate and even amplify these biases. In the oft-quoted example, Amazon’s AI recruitment tool was once found to be biased against female candidates, highlighting the risk of unintended consequences in automated hiring. 

Lack of Transparency 

Candidates often feel uneasy about how AI algorithms make decisions about their applications. The black-box nature of many AI systems can lead to distrust and frustration. Candidates who receive automated rejection notices without understanding the rationale behind the decision are likely to feel alienated and disillusioned. Andrew MacAskill, SocialTalent’s resident candidate experience expert, once said to us that recruiters should “never forget what it feels like to be on the job market” – and this level of empathy is something AI just can’t replicate.

Learn more: The Ethical Considerations of AI in Hiring

The Compromise?

To truly enhance the candidate experience, companies must navigate the delicate balance between leveraging AI’s capabilities and maintaining a human touch.

1. Hybrid Recruitment Models: Combining AI efficiency with human empathy can create a more balanced approach. For instance, while AI can handle the initial stages of recruitment, human recruiters can step in for final interviews and decision-making, ensuring that candidates feel valued and understood.

2. Continuous Monitoring and Bias Mitigation: Regularly auditing AI systems for biases and inaccuracies is crucial. This involves not only refining algorithms but also diversifying the data sets used for training these systems. Human oversight is essential to ensure that AI tools are fair and equitable.

3. Transparent Communication: Transparency in AI-driven processes can build trust with candidates. Clearly explaining how AI is used in the recruitment process and providing detailed feedback can help demystify the technology and reassure candidates that their applications are being fairly assessed.

But we also feel that more conversation needs to be had about this, and that’s why we’re delighted to invite you to:

SocialTalent Live: The Future of Candidate Experience

Taking place on September 4th, this free online webinar will dig into candidate experience best practice and its evolving nature in an era of tech and AI. We’ll be hosting a stellar line-up of expert speakers from global companies like Accenture, Arup, Nestlé, ERE Media, and more!

To find out more information and to register your place all you need to do is: Click here!