Employee experiences and expectations of AI in digital onboarding systems

Abstract

This study looked at employees’ experiences of digital onboarding tools and their views on the possible use of artificial intelligence in onboarding. It used a qualitative approach and was based on semi-structured interviews with 10 employees from different roles, industries, and organisations. The material was analysed thematically and the findings showed that the digital tools helped employees during onboarding. They helped them find information, work through things by themselves, and understand how the work was set up. At the same time, participants also described difficulties. Information was spread across different systems, there was often too much material at the start, navigation could be unclear, and some of the content felt too broad. The findings also showed that support from other people remained important during onboarding. Most participants were open to the possible use of AI in onboarding. They mainly talked about it as a tool for certain tasks during onboarding. They saw it as useful for some onboarding tasks, especially for finding information, getting guidance, and receiving support that fit their role better. Still, they had doubts. They were not sure if the information would be accurate, if the system could be trusted, how privacy would be handled, how clearly it would be explained, or how it would really be used in onboarding. The study also shows that onboarding is not only about tools. People need clear information, systems that are easy to use, and support from others.