The ChatGPT and the future of HR: A critical review on the benefits and challenges of Al chatbots in human resource management

Md. Nazmus Sakib; Mohammad Younus; Masnoon M Masnoon; Mohammad  Ahmad AlOmari; Mohammad Sahabuddin; MOSAB

doi:10.31893/multirev.2024136

Keywords:

ChatGPT

AI Chatbots

Human Resource Management

HR bots

aI in HRM

artificial intelligence

future of HR

human resource technology

Abstract

ChatGPT, the generative artificial intelligence (AI) tool, can be considered as a major technological revolution. The development of AI is significantly affecting various corporate operations, and ChatGPT's use in an HR context is likely to grow in popularity and significantly impact how HR professionals perform their duties. The main purpose of this paper is to investigate the potential benefits and challenges of utilizing AI chatbots in human resource management. In addition, the study looks at how their use is expected to develop over time and how companies are preparing for this technological transformation. Utilizing a systematic review methodology, the paper reviews 27 papers identified in the Scopus database published in from the year 2016 to 2023 to address the research questions. The findings of the paper show ChatGPT has several benefits for Human Resource function including automating routine HR tasks, providing insights to optimize HR strategies and decision making. At same time organization might face some potential challenges of using Chatbots, such as limited understanding of human nuances and context, lack of emotional intelligence, privacy, and security concerns. The study suggests how organizations need to prepare to confront these challenges, technological shifts, and potential future research areas. Thus, the paper contributes to the literature on the use of AI chatbots in human resource management and serves as a useful resource for organizations seeking to leverage this technology.
References
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This work is licensed under a Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License.

How to cite

Sakib, M. N., Younus, M., Masnoon , M. M., AlOmari, M. . A., Sahabuddin, M., & MOSAB. (2024). The ChatGPT and the future of HR: A critical review on the benefits and challenges of Al chatbots in human resource management . Multidisciplinary Reviews, 7(8), 2024136. https://doi.org/10.31893/multirev.2024136

[1] Alkhalailah, R., & Mjlae, S. (2023). Resource management practices on employee performance: a case study of albalqa applied university. Problems and Perspectives in Management, 21(1), 279-290.

[2] Allal-Chérif, O., Aranega, A. Y., & Sánchez, R. C. (2021). Intelligent recruitment: How to identify, select, and retain talents from around the world using artificial intelligence. Technological Forecasting and Social Change, 169, 120822.

[3] Aydın, E., & Turan, M. (2023). An AI-Based Shortlisting Model for Sustainability of Human Resource Management. Sustainability, 15(3), 2737.

[4] Basu, S., Majumdar, B., Mukherjee, K., Munjal, S., & Palaksha, C. (2022). The role of artificial intelligence in HRM: A systematic review and future research direction. Human resource management review, 100893.

[5] Bondarouk, T., & Ruël, H. (2013). The strategic value of e-HRM: results from an exploratory study in a governmental organization. The International Journal of Human Resource Management, 24(2), 391-414.

[6] Bos-Nehles, A., Renkema, M., & Janssen, M. (2017). HRM and innovative work behaviour: A systematic literature review. Personnel review, 46(7), 1228-1253.

[7] Budhwar, P. S., Varma, A., Singh, V., & Dhar, R. (2006). HRM systems of Indian call centres: an exploratory study. The International Journal of Human Resource Management, 17(5), 881-897.

[8] Caldarini, G., Jaf, S., & McGarry, K. (2022). A literature survey of recent advances in chatbots. Information, 13(1), 41.

[9] Carter, E., & Knol, C. (2019). Chatbots—an organisation’s friend or foe? Research in Hospitality Management, 9(2), 113-116.

[10] Chang, M., Walimuni, A. C., Kim, M.-c., & Lim, H.-s. (2022). Acceptance of tourism blockchain based on UTAUT andconnectivism theory. Technology in Society, 71, 102027.

[11] Chowdhury, S., Dey, P., Joel-Edgar, S., Bhattacharya, S., Rodriguez-Espindola, O., Abadie, A., & Truong, L. (2023). Unlocking the value of artificial intelligence in human resource management through AI capability framework. Human resource management review, 33(1), 100899.

[12] Christensen, J. F., Guschke, B. L., Storm, K. I. L., & Muhr, S. L. (2022). The norm of norms in HRM research: A review and suggestions for future studies. Human resource management review, 32(4), 100859.

[13] Dutta, D., Mishra, S. K., & Tyagi, D. (2022). Augmented employee voice and employee engagement using artificial intelligence-enabled chatbots: a field study. The International Journal of Human Resource Management, 1-30.

[14] Gardner, A., Smith, A. L., Steventon, A., Coughlan, E., & Oldfield, M. (2022). Ethical funding for trustworthy AI: proposals to address the responsibilities of funders to ensure that projects adhere to trustworthy AI practice. AI and Ethics, 1-15.

[15] Hunkenschroer, A. L., & Kriebitz, A. (2023). Is AI recruiting (un) ethical? A human rights perspective on the use of AI for hiring. AI and Ethics, 3(1), 199-213.

[16] Jabber, M. A., Sakib, M. N., & Rahman, M. M. (2023). Exploring the roles and challenges of the servant leadership: A critical examination of the Bangladesh police. Heliyon, e12782.

[17] Kaushal, N., Kaurav, R. P. S., Sivathanu, B., & Kaushik, N. (2021). Artificial intelligence and HRM: identifying future research Agenda using systematic literature review and bibliometric analysis. Management Review Quarterly, 1-39.

[18] Kelly, L. M., & Cordeiro, M. (2020). Three principles of pragmatism for research on organizational processes. Methodological innovations, 13(2), 2059799120937242.

[19] Kitchenham, B., Brereton, O. P., Budgen, D., Turner, M., Bailey, J., & Linkman, S. (2009). Systematic literature reviews in software engineering–a systematic literature review. Information and software technology, 51(1), 7-15.

[20] Korzynski, P., Mazurek, G., Altmann, A., Ejdys, J., Kazlauskaite, R., Paliszkiewicz, J., Wach, K., & Ziemba, E. (2023). Generative artificial intelligence as a new context for management theories: analysis of ChatGPT. Central European Management Journal.

[21] Kshetri, N. (2021). Evolving uses of artificial intelligence in human resource management in emerging economies in the global South: Some preliminary evidence. Management Research Review, 44(7), 970-990.

[22] Majumder, S., & Mondal, A. (2021). Are chatbots really useful for human resource management? International Journal of Speech Technology, 1-9.

[23] Malik, A., Budhwar, P., & Srikanth, N. (2020). Gig economy, 4IR and artificial intelligence: Rethinking strategic HRM. In Human & technological resource management (HTRM): New insights into revolution 4.0 (pp. 75-88). Emerald Publishing Limited.

[24] Mariani, M. M., Hashemi, N., & Wirtz, J. (2023). Artificial intelligence empowered conversational agents: A systematic literature review and research agenda. Journal of Business Research, 161, 113838.

[25] Moslehpour, M., Pham, V. K., Wong, W.-K., & Bilgiçli, İ. (2018). E-purchase intention of Taiwanese consumers: Sustainable mediation of perceived usefulness and perceived ease of use. Sustainability, 10(1), 234.

[26] Murtarelli, G., Gregory, A., & Romenti, S. (2021). A conversation-based perspective for shaping ethical human–machine interactions: The particular challenge of chatbots. Journal of Business Research, 129, 927-935.

[27] Paauwe, J., & Boon, C. (2018). Strategic HRM: A critical review. Human resource management, 49-73.

[28] Pan, Y., & Froese, F. J. (2022). An interdisciplinary review of AI and HRM: Challenges and future directions. Human resource management review, 100924.

[29] Parvez, M. O., Arasli, H., Ozturen, A., Lodhi, R. N., & Ongsakul, V. (2022). Antecedents of human-robot collaboration: theoretical extension of the technology acceptance model. Journal of Hospitality and Tourism Technology, 13(2), 240-263.

[30] Paul, J., & Barari, M. (2022). Meta‐analysis and traditional systematic literature reviews—What, why, when, where, and how? Psychology & Marketing, 39(6), 1099-1115.

[31] Pham, N. T., Tučková, Z., & Jabbour, C. J. C. (2019). Greening the hospitality industry: How do green human resource management practices influence organizational citizenship behavior in hotels? A mixed-methods study. Tourism Management, 72, 386-399.

[32] Rodgers, W., Murray, J. M., Stefanidis, A., Degbey, W. Y., & Tarba, S. Y. (2023). An artificial intelligence algorithmic approach to ethical decision-making in human resource management processes. Human resource management review, 33(1), 100925.

[33] Sahabuddin, M., Sakib, M. N., Rahman, M. M., Jibir, A., Fahlevi, M., Aljuaid, M., & Grabowska, S. (2023). The Evolution of FinTech in Scientific Research: A Bibliometric Analysis. Sustainability, 15(9), 7176.

[34] Sakib, M. N., Rabbani, M. R., Hawaldar, I. T., Jabber, M. A., Hossain, J., & Sahabuddin, M. (2022). Entrepreneurial competencies and SMEs’ performance in a developing economy. Sustainability, 14(20), 13643.

[35] Soewarno, N., & Mardijuwono, A. W. (2018). Mediating Effect of continuous improvements on management accounting innovations-information capital maturity level-organizational performance relationships. Problems and Perspectives in Management, 16(3), 356-365.

[36] Strohmeier, S., & Piazza, F. (2015). Artificial intelligence techniques in human resource management—a conceptual exploration. Intelligent Techniques in Engineering Management: Theory and Applications, 149-172.

[37] Taule, T., Følstad, A., & Fostervold, K. I. (2022). How Can a Chatbot Support Human Resource Management? Exploring the Operational Interplay. Chatbot Research and Design: 5th International Workshop, CONVERSATIONS 2021, Virtual Event, November 23–24, 2021, Revised Selected Papers,

[38] Van Beurden, J., Van De Voorde, K., & Van Veldhoven, M. (2021). The employee perspective on HR practices: A systematic literature review, integration and outlook. The International Journal of Human Resource Management, 32(2), 359-393.

[39] Vashisht, V., & Dharia, P. (2020). Integrating chatbot application with qlik sense business intelligence (BI) tool using natural language processing (NLP). In Micro-Electronics and Telecommunication Engineering: Proceedings of 3rd ICMETE 2019 (pp. 683-692). Springer.

[40] Watson, T. J. (2010). Critical social science, pragmatism and the realities of HRM. The International Journal of Human Resource Management, 21(6), 915-931.

[41] Yu, X., Xu, S., & Ashton, M. (2023). Antecedents and outcomes of artificial intelligence adoption and application in the workplace: The socio-technical system theory perspective. Information Technology & People, 36(1), 454-474.

Abstract

References

How to cite