In an era of rapid technological advancement, the allure of AI in streamlining processes is undeniable. However, when it comes to the responsibilities of HR, such as recruiting, benefits, and conflict resolution, HR leaders must tread with caution. Outsourcing such critical functions to AI presents significant dangers and risks that could have far-reaching implications for individuals, businesses, and society as a whole. While AI can save time and money in certain applications, the risks associated with AI can lead to costly outcomes.
In fact, the real-world implications of AI can be catastrophic. The American Psychological Association has called out the danger AI chatbots present when leveraged in health care: “AI tools used in health care have discriminated against people based on their race and disability status. Rogue chatbots have spread misinformation, professed their love to users, and sexually harassed minors.” In just February, the APA met with federal regulators, calling for regulations to safeguard the public, citing two cases where parents filed lawsuits after their children suffered from extensive use of an AI chatbot aimed at supporting mental health. In one case, a teenage boy committed suicide. With AI still in the early stages of development, there are serious real-world implications that can harm individual well-being and overall business success.
When it comes to HR, the risks of AI bias and hallucinations aren’t just technical glitches; they directly impact people’s lives. If AI is used to help select benefits or assess employee needs but is trained on flawed or incomplete data, it can result in offering the wrong kinds of support or leaving entire groups of employees underserved. For example, an AI model might recommend generic wellness programs while overlooking the need for culturally competent mental health care or flexible family leave policies. This not only leads to wasted resources and poor engagement but also cultivates a workplace culture where employees feel unseen, unsupported, or unfairly treated.
AI learns by spotting patterns in data, so if the data is flawed (i.e., missing, biased, or incomplete), it can make incorrect predictions or even invent false information called hallucinations. This can lead to misinformed decisions, miscommunication, or even compliance issues if not caught in time. It’s particularly concerning when leveraged in sensitive areas HR handles, such as conflict resolution, hiring, and benefits. For example, if a mental health benefit offered to employees leverages an AI tool, but it’s trained only on data from adults with depression and lacks information on teens or people with anxiety, it might misdiagnose symptoms or miss key warning signs altogether.
Hallucinations can also happen when AI isn’t well “grounded” in real-world facts or context. In the context of a mental health benefit, that could mean it makes up inaccurate treatment recommendations or suggests therapies that don’t exist. With AI still in the early stages of development, there are serious real-world implications that can harm employee well-being and overall business success.
In a time when employee well-being and satisfaction are key drivers of business success, relying on AI can quietly erode trust, retention, and morale. It can also expose organizations to legal risks and make it harder to build an inclusive, supportive workplace.
One of the primary concerns surrounding the widespread adoption of AI in mental health is the lack of comprehensive, long-term research. While AI algorithms can analyze data and identify patterns, they often lack the nuanced understanding of human emotions and experiences that trained professionals possess. Mental health care is fundamentally about human connection. It requires empathy, understanding, and the ability to build trust, qualities that AI, in its current form, cannot fully replicate.
Research shows the importance of the “therapeutic alliance” in patient outcomes – that the relationship between therapist and client is a critical factor in successful outcomes. This human element is essential for creating a safe and supportive environment where individuals feel comfortable sharing their struggles and vulnerabilities. Treatment is significantly more effective when patients have a strong, positive relationship with their therapist, while distrust has negative implications.
While AI can be a valuable tool for enhancing mental health care, it should not replace human interaction. AI can assist with tasks such as data analysis, risk assessment, and providing basic information, but it cannot provide the personalized, compassionate care that humans need. A study from JMIR Publications examining mental health chatbots noted that while they provided some help, they “lack the understanding of properly identifying a crisis.” These researchers found that chatbots redirected users to 3rd-party resources, or were “incapable of identifying crisis situations, as they failed to understand the context of the conversations and ended up with a failed response, and in some cases, there was no response.” Additionally, the chatbots being regularly available 24/7 led to users becoming overly attached to them rather than finding ways to cope on their own. They stressed, “they should not be considered as an alternative to professional help.” The implications of relying solely on AI for mental health care are significant, potentially leading to misdiagnosis, inadequate treatment, and increased isolation.
AI has the potential to revolutionize many aspects of our lives, including mental health care. However, it is crucial to remember that AI is a tool, not a replacement for human interaction. HR leaders must prioritize the human element in mental health care and ensure that AI is used to enhance, not replace, the crucial role of human professionals. By doing so, we can harness the power of technology while safeguarding the well-being of individuals and society as a whole.
AI has potential. But it isn’t a replacement for human thinking, especially when it comes to supporting real people at work. Mental health, in particular, is too personal, too nuanced, and too important to hand off to a machine. It requires empathy, cultural understanding, and licensed professionals who can listen, adapt, and respond in real time.
For HR leaders looking to improve mental health support for their teams, choose options that center people, not predictions. Tava Health offers evidence-based therapy with licensed professionals—no bots, no guesswork. Employees and their dependents can access real sessions with real therapists, designed to meet them where they are. Choose wisely—your people deserve it.
AI is revolutionizing the workplace. Is your company overlooking this major risk?
