How Do Employees Perceive AI’s Role in Performance Evaluation and Skill Gap Identification?

This policy brief explores employee perceptions of AI's role in performance evaluation and skill gap identification following the implementation of an AI-assisted coaching tool in a large financial organization's call center in Europe. Findings reveal that employees recognize AI's ability to enhance efficiency, streamline workflows, and provide objective, data-driven feedback that is free from biases inherent in manual evaluations. They appreciate how AI supports skill development by highlighting specific areas for improvement, enabling more targeted and effective coaching. However, employees also emphasize the importance of maintaining human interaction in the coaching process, as they value the empathy and personal connection that human coaches provide. Despite AI’s contributions to performance monitoring, its impact on job satisfaction remains limited, underscoring the need for a balanced integration of AI and human elements in employee coaching and development.