CNN —
Last month, reports emerged revealing that major corporations like Walmart, Starbucks, Delta, and Chevron were utilizing artificial intelligence (AI) to monitor employee communications. This development sparked concerns among staff members and labor advocates regarding potential privacy infringements, prompting a strong reaction online.
Despite the novelty of AI tools in this context, the practice of monitoring, analyzing, and storing individual conversations is not unprecedented. While AI systems may excel in these tasks, they also introduce new ethical and legal dilemmas, as well as the risk of alienating employees.
David Johnson, a principal researcher at Forrester Research, emphasized that the advancing capabilities of AI for research purposes are not surprising. The impact of such monitoring on employee behavior and morale, along with the evolving guidelines for its appropriate workplace use, remains a subject of ongoing exploration.
A recent study by Qualtrics, a company leveraging AI for employee engagement research, revealed a disparity in perceptions. While managers exhibit enthusiasm for AI software, 46% of individuals view its implementation in the workplace as “scary.”
Johnson highlighted the gradual erosion and restoration of trust within organizational dynamics, cautioning that early missteps in AI-powered monitoring could have lasting implications on employee confidence.
Implementation Details
Aware, a seven-year-old company, has integrated AI into various popular work platforms such as Slack, Zoom, Microsoft Teams, and Meta’s Workplace system. Their product aims to address issues ranging from harassment to insider trading, catering to clients like Starbucks, Chevron, and Walmart.
The company ensures data privacy until specific instances trigger identification processes, which then prompt further investigation by relevant departments like HR, IT, or legal teams.
Confirmed by a Chevron spokesperson, the company actively monitors interactions and sentiments within its internal Workplace system. Starbucks utilizes AI technology to enhance employee experiences by monitoring internal social channels for updates and feedback.
Walmart employs software to track employee progress and maintain online community safety, while Delta utilizes a similar program to oversee its internal social network, monitor developments, and retain data for legal purposes.
Proofpoint, a leading security firm, leverages comparable technology to mitigate virtual risks, such as phishing scams or unauthorized data transfers. Recently, the company introduced features to restrict the use of AI tools like ChatGPT on corporate systems if they violate established policies.
Employee Sentiments and Implications
Concerns about privacy and the perceived “big brother effect” are natural among employees subject to AI monitoring in the workplace. Reece Hayden, a senior analyst at ABI Research, noted potential impacts on information sharing and communication dynamics within internal platforms like Microsoft Teams.
While employee monitoring is not a new concept, the integration of advanced AI tools directly into workflows signifies a significant shift. By analyzing vast data points and key terms in real-time conversations, businesses can gain valuable insights into employee behavior and trending topics.
This real-time analysis enables organizations to tailor internal messaging, policies, and strategies based on current discussions and employee sentiments, enhancing operational efficiency.
Building Trust and Ethical Considerations
Johnson emphasized the paramount importance of establishing and maintaining employee trust amidst the increasing prevalence of AI in the workplace. Addressing legitimate ethical concerns and ensuring data accuracy and relevance are crucial steps for organizations adopting AI monitoring practices.
Maintaining transparency and purposeful implementation of technology is essential to prevent employee apprehension and foster a culture of trust within the workplace. Businesses must tread carefully when utilizing such tools to evaluate employee performance, as hasty or unjust actions could erode trust over an extended period.
In navigating the realm of AI-powered monitoring, Johnson stressed the critical need for caution and intentionality to uphold employee confidence and organizational integrity.
