AI is Changing Employee Complaints and Requests—Here’s How to Respond

Artificial intelligence (AI) use is now pervasive, and the era of AI-generated employee communication has arrived. Employers are increasingly encountering emails and letters that feel a little too polished, unusually structured, or strangely impersonal, not to mention completely different from any other communication they’ve ever received from employees. Many employees are turning to AI tools to assist in drafting their complaints, raise issues within the workplace, or request accommodations.

This introduces new challenges for employers: How do you recognize AI-generated complaints? How should you interpret them? And most important, how do you respond in an appropriate way? Let’s break it down.

Why are Employees Using AI Tools to Write Complaints or Requests?

Writing a complaint can be intimidating. AI tools help employees remove some of the emotional charge and present issues in a structured, neutral tone.

Employees who are non-native English speakers or who struggle with formal writing can also use AI tools to assist them in articulating concerns more confidently. They can quickly generate a draft complaint or request using AI tools.

How Do You Determine if a Complaint or Request Was Written by AI Tools?

You may never know with absolute certainty whether a complaint or request was written with the assistance of AI tools, but there may be clues. Some stylistic clues you can look for include:

• Phrases like “I would like to bring to your attention a matter of concern that has affected my professional experience.”
• Writing that has perfect grammar but lacks personal details, emotional context, or nuance.
• Clear section headers, bullet points, and logical sequences like “firstly, secondly, finally.”
• Broad references to issues without specific examples or dates.
• Perhaps the biggest clue: an employee who normally writes casually or informally but submits a corporate-sounding, five-paragraph essay.

While these stylistic clues can help you spot AI-drafted complaints or requests, it’s important to remember that recognizing patterns isn’t about “catching” someone. Assuming an employee used AI tools (regardless of whether the employee did) and ignoring the complaint or request as a result may violate your obligations to respond appropriately under a number of employment laws.

In addition, punishing an employee for submitting an AI-generated complaint or request may be unlawful retaliation. Your focus should be first on understanding the content of the message—not reading too much (or too little) into the style—and second on responding appropriately (and, of course, lawfully).

How Do You Interpret Complaints or Requests Written with AI Assistance?

Regardless of whether the complaint or request was drafted using AI tools, the underlying issue raised is what matters. Take the concerns presented in the complaint or request at face value.

If the writing feels generic, focus on the specific incidents mentioned, any requests being made, and any emotional cues—these will often reveal the employee’s intentions.

Here’s a sample request drafted using AI tools:

I hope you are doing well. I would like to discuss a matter that has been affecting my ability to maintain consistent performance levels. Over the last several months, certain aspects of the work environment have increasingly impacted my focus and overall wellbeing. These challenges have made it more difficult to sustain the productivity that I strive for and have occasionally resulted in delays that I believe could be mitigated with appropriate support. While I am committed to meeting expectations, I have found it necessary to evaluate what adjustments could help me continue operating effectively. I would appreciate the opportunity to explore possible accommodations that could better align my work conditions with my needs. Potential solutions could include modifications to current processes or adjustments that would enable me to work in a way that supports my long-term reliability and contribution to the team. Thank you for considering this request. I am hopeful we can identify a constructive path forward. 

This sample message feels vague, abstract, and overly diplomatic, so it’s important for managers and HR teams to decode these types of messages carefully. Recognize that even though it isn’t explicitly stated, this is likely an accommodation request. The employee mentions “work environment . . . affecting focus and wellbeing,” “challenges impacting performance,” “possible accommodations,” and “adjustments to support long-term reliability.” Even though the specifics are missing, the intent is clear enough that you should consider it as an accommodation request and proceed accordingly.

AI tends to remove personal details, resulting in missing key information. The vagueness doesn’t mean the request is insincere, and you should still treat this as a formal request for an accommodation. Respond to the employee by asking specific follow-up questions regarding what exactly is affecting the employee’s focus or well-being, what condition or limitation is affecting the employee’s ability to do the job, what accommodation specifically the employee is requesting, and whether it’s an urgent, temporary issue or a long-term concern.

You can respond with these kinds of follow-up questions in writing or invite the employee to have a private, supportive conversation, giving the employee an opportunity to articulate what AI couldn’t.

Bottom Line

Regardless of how a complaint or request is written, you should respond as you would to any other employee complaint or request—with professionalism and empathy. Because complaints or requests drafted with the assistance of AI tools may be less detailed, ask for specifics (dates, examples, impact on work, etc.).

Also, make sure you still document everything. AI-written or not, complaints and requests are still official records and, depending on the content, may be legally protected activity. Stay consistent with policies and applicable laws, and evaluate the complaint through the same lens you would with traditionally written concerns.

If you or your organization has any questions about how to interpret or respond to a specific employee complaint or request, consider contacting experienced employment counsel.

Kayla Snider is an associate at Skoler, Abbott & Presser, P.C., in Springfield, Massachusetts. She can be reached at ksnider@skoler-abbott.com and 413-737-4753.

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