Hospitals face ongoing challenges with staffing shortages and employee turnover, leading many health systems to seek AI solutions for support. While concerns about automation replacing human workers persist, experts like Ben Eubanks see AI’s true potential in easing repetitive HR tasks, allowing people to focus on meaningful interactions.
Eubanks, an author and chief research officer at Lighthouse Research & Advisory, emphasizes that AI should not replace human connections but rather remove mundane tasks. This gives HR teams more time to engage directly with employees and patients, which is where the real value lies.
In his book Artificial Intelligence for HR, Eubanks explores how organizations can utilize AI to make informed workforce decisions while maintaining the crucial elements of trust and human connection. These aspects, he argues, are irreplaceable by technology.
AI Beyond the Hype
Eubanks warns healthcare leaders against getting caught up in AI trends without a clear purpose. He believes that while certain applications, like candidate screening, may be beneficial, not every solution is appropriate for every situation. He advises leaders to focus on solving specific workforce problems rather than following the latest trends.
By keeping a pragmatic approach, HR leaders can avoid adopting tools that do not meet their actual needs. Eubanks suggests prioritizing the problems that require attention and not succumbing to the excitement surrounding new AI tools that may not provide meaningful solutions.
AI for Retention in Healthcare
In addressing healthcare’s retention challenges, Eubanks views AI as a powerful tool to intervene before burnout takes a toll on employees. For instance, AI can be used to conduct employee surveys and analyze feedback, helping organizations pinpoint areas that need improvement.
Turning this feedback into actionable strategies is essential for creating a positive work environment. Eubanks underscores the importance of acting on employee feedback to ensure that workers feel supported and valued rather than neglected.
Humanizing Human Resources with AI
Despite the benefits, Eubanks acknowledges the need for caution when implementing AI, especially regarding biases and fairness. AI can be a low-risk tool for recommending training, but when used for high-stakes decisions like hiring, the risks are much higher.
Eubanks suggests that healthcare organizations must evaluate their approach to AI based on the risks involved. If AI is being used to streamline processes while preserving human connection, its impact can be positive. However, using AI solely to avoid human interaction is a problematic path.
Building Human Connections with AI
Candidates are more likely to embrace AI when it helps them find opportunities rather than replace human judgment, Eubanks notes. The real challenge for leaders is deciding how they use AI: to enhance human relationships or to distance themselves from employees.
At its core, the responsible use of AI requires strong leadership and a commitment to fostering human connections. Eubanks believes AI should be employed not just to automate tasks but to understand and serve individuals on a deeper level.
The Future of AI in Healthcare
Looking to the future, Eubanks believes AI will be pivotal in connecting insights to business outcomes, such as improved hiring practices that drive profitability and value creation. As healthcare systems embrace AI, leaders must also focus on the human aspects that technology cannot replicate.
AI excels in efficiency but falls short in building trust, mentoring, and nurturing workplace culture. Eubanks stresses that AI’s role is to complement, not replace, the human qualities that truly drive success within organizations.
