New research from Conduent Incorporated shows that as HR teams use more AI and automation, human connection is still key for employee satisfaction and engagement. The study, “Humanizing HR: The 2026 State of Experience in the New World of Work,” surveyed 765 employees and 254 HR professionals in three markets. It was done in partnership with Mercer and looked at how technology and human interaction work together in today’s workplaces.
Employees who feel appreciated and supported by HR are likely to be satisfied. They also feel loyal and committed in the long run. Despite the increasing use of AI, 81% of employees still want human assistance for sensitive and complex issues. HR professionals are leveraging AI to enhance efficiency (38%) and support self-service for employees (35%). This shows the importance of balancing automation with empathy.
“HR technology must do more than automate – it must connect. Employees expect HR to be efficient but also empathetic. Technology can elevate satisfaction, but human understanding remains essential,” said Kimberly Marshall, Chief Commercial Officer at Conduent. “We’re helping clients deliver integrated experiences that combine AI-driven resources and support and agent care. For example, 86% of online inquiries over a 90-day period were resolved by our intelligent assistant, Conni, while 14% required the support of a knowledgeable agent. This balance drives engagement, retention, and brand loyalty.”
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Other key insights include:
79% of employees say HR interactions influence their loyalty, up from 73% in 2023.
Convenience (77%), competence (79%), and caring (72%) remain top priorities.
HR leaders prioritize scalable HCM technology (59%), easy access to information (51%), unified enterprise data (51%), and effective feedback processes (48%).
Conduent’s Life@Work Connect platform blends AI capabilities with human support. It integrates HR, benefits, retirement, and wellness data into personalized employee experiences. Conni, the smart assistant from Microsoft Azure OpenAI Service, helps employees make tough choices. This allows HR teams to focus on impactful interactions.
The study shows that technology can boost HR operations. However, real human engagement is vital for building loyalty, satisfaction, and trust.
