AI Can Give You an Answer. The MRA Hotline Gives You a Better HR Answer.
Amy Whittenberger
Sure, AI is quick. We understand the appeal. You have an HR question, you type it into AI, and seconds later you have an answer. No waiting. No phone call. No explaining the situation to someone else. But in HR, is quick always what you need? The MRA HR Hotline gives you quick, thorough, accurate, and insightful answers.
AI can be a useful tool. AI is becoming an increasingly common tool in the workplace. But when the question involves an employee issue with several moving parts, a legal requirement, or writing a sound policy, getting an answer isn't necessarily the same as getting the right HR answer. ChatGPT writes so convincingly that it causes confidence in the answer, when the answer is wrong or half-wrong.
We put the Human in AI, and that's where the MRA Hotline can make a difference.
| AI can... | The MRA Hotline can... |
|---|---|
| Give you a quick answer | Give you a quick answer and help you think through the situation |
| Answer the question you asked (1 + 1 = 2) | Consider what might be behind the question you asked (1+1 = 3 or 4 or 5) |
| Provide information that may or may not apply to your situation | Help you understand the issue so you can determine your next step |
| Provide sources that aren't always relevant or reliable or accurate | Point you toward the laws, regulations and resources behind our guidance |
| Give you a lengthy response to sort through or that you must rewrite | Give you a practical, HR-focused response |
| Give you information without knowing your organization | Ask questions and considers your specific circumstances |
| Generate a response without human judgment | Apply real-world HR experience and critical thinking |
Here's what that difference can look like. You ask:
"My supervisor wants to discipline an employee for missing work. Can we?"
As HR, and on the MRA HR hotline, we’ve been asked this question numerous times, and each case has a different answer based on individual circumstances. AI might give you a straightforward answer based on your attendance policy and a general statement about PTO and other paid or unpaid leave options. But it won’t know your internal practices and the particular issues associated with the employee.
The Hotline may ask a few more questions:
- Why did the employee miss work?
- Is there a medical issue involved?
- Could FMLA, state paid leave, or an ADA accommodation be a consideration?
- What does your policy say?
- What has been your practice, and has the policy been applied consistently?
- Have other employees been treated similarly?
- And of course, what documentation do you have?
The goal isn't to make a simple question complicated. It's to make sure a seemingly simple HR decision doesn't overlook something important. That's what we mean when we say we try to look beyond your question and provide a holistic answer.
What about accuracy?
AI can produce inaccurate information, sometimes called “hallucinations.” It can also provide a citation that sounds authoritative but doesn't actually support the answer. If we're not comfortable with an answer, we don't pretend to be. We dig deeper. When MRA Hotline advisors provide guidance, we're simply not generating information. We're using our HR knowledge and experience to research the issue, consider the circumstances, and provide accurate resources when appropriate.
What about the human part of HR? AI cannot replace connecting the dots.
We put the human in AI. HR isn't just about knowing what a law says. It's about applying that information to real people and real situations. Sometimes you need to talk through what happened. Sometimes you need someone to ask, “Have you thought about this?” Oftentimes we ask questions that haven’t been asked. And sometimes, you just need to know you're on the right track. The MRA Hotline does more than provide an answer. We listen, ask questions, apply critical thinking, share our HR experience, and help you work through the issue. Our goal is to leave you with clear takeaways and actionable next steps.
So, should you use AI? Sure. Use it to brainstorm. Use it to get started. Use it to help you think of questions. But when you're dealing with a complicated employee situation, a compliance question, anything that has to do with federal, state or municipal law or an answer you need to be confident in, don't stop with AI. Talk to a human who knows HR. Contact the MRA HR Hotline for all your answers. We're here to help you get beyond “Here's an answer” to “Here's what this means for you.”
Reach out to the MRA HR Hotline via phone, email, or chat 24/7 365.
