Disclaimer: The views and opinions expressed in this article are solely those of the author and do not necessarily reflect the official policy or position of WERC.
In a world driven by technology, artificial intelligence (AI) has the potential to play a role in the talent mobility industry. Merriam-Webster defines AI as “the capability of computer systems or algorithms to imitate intelligent human behavior.” But can it really replace the human touch? What is the true value of empathy and connection in a field as personal as relocation?
To explore this, three surveys were conducted with clients, consultants, and stakeholders in the talent mobility industry. The findings reveal how human interaction remains irreplaceable, even as AI enhances efficiency and scalability.
Insights From the Surveys
1. The Role of Relocation Consultants
Survey Question: “What level of care and guidance do you expect relocation consultants to provide to your relocating transferees?”
Findings:
- Clients view consultants as essential case managers who provide personalized support. Their responsibilities include proactive service delivery, status checks, and tailored problem-solving, ensuring a seamless relocation experience.
- One client emphasized, “It’s not just about logistics—it’s about ensuring transferees feel supported throughout one of life’s most stressful transitions.”
2. The Case for Automation
Survey Question: “Would you welcome the automation of certain tasks if it allowed you to spend more time with your transferees?”
Findings:
- An overwhelming 92% of consultants said yes, welcoming AI as a tool to reduce administrative burdens. They believe automation enables them to focus on building trust, offering empathy, and proactively addressing transferees' unique needs.
- One consultant shared, “Automation helps me spend less time on administrative work and more time supporting transferees through emotional and logistical challenges.”
3. Communication Strategies
Survey Questions: ““How would you describe the structure of your policy/initial call with the transferee?” and “In managing communications with transferees, how would you describe the balance between automated emails and direct communication with the transferees?”
Findings:
- Sixty percent of consultants said they rely primarily on direct communication, using automation sparingly. Many consultants also described their approach to initial policy calls:
- Forty percent provide a comprehensive overview during the first call.
- Others focus on immediate needs, offering milestone check-ins later.
The Value of Human Interaction
Relocation is among life’s most stressful events, and the role of human connection is critical in easing that burden. While AI can calculate risks and streamline processes, it cannot empathize with transferees or adapt to complex personal situations.
For instance:
- Can AI account for how a child’s dance recital might affect packing schedules?
- Can it console a family making the difficult decision to rehome an elderly pet?
These scenarios require the human traits of empathy, understanding, and strategic thinking. Developing these soft skills in consultants adds immense value, building trust and fostering a more positive relocation experience.
Investing in soft skills such as active listening, cultural sensitivity, and proactive problem-solving doesn’t just benefit transferees; it also enhances program quality and client satisfaction.
The Role of AI: A Strategic Partner
Rather than replacing human consultants, AI acts as a powerful ally. By automating repetitive tasks, such as scheduling or data entry, AI allows consultants to dedicate more time to the human aspects of their roles. For example:
- Chatbots: Quickly answer routine questions, leaving consultants free to handle complex issues.
- Predictive Analytics: Help consultants anticipate housing market trends or potential delays.
- Task Automation: Streamline administrative workflows, increasing efficiency.
When implemented strategically, AI complements consultants’ efforts, enhancing both productivity and the quality of transferee support.
The Value of Connection
For consultants, the greatest satisfaction often comes from connecting with people. Building relationships, solving unique challenges, and facilitating successful relocations bring a sense of purpose to their work.
Every transferee’s story is different. AI helps us handle logistics, but it’s the human connection that makes the difference. Adding AI technology to relocation programs doesn’t diminish this connection—it strengthens it by freeing consultants to focus on what they do best: providing empathetic, personalized service.
To make the most of AI in relocation programs, consider these steps:
- Pilot AI tools for specific tasks like document management or scheduling.
- Help your team understand how AI supports their work, not replaces it.
- Track time saved and improvements in client and transferee satisfaction.
How is AI helping your team keep human interaction at the forefront of your relocation program?
This article created 10% with AI and 90% with human touch.