Our HR Consultancy Manager and workplace mediator, Hugo Carter, shares his thoughts on the use of AI in workplace conflict

Disagreements are part of working life, but left unchecked, they can spiral into grievances, resignations, or even tribunals. With workplace conflict costing UK businesses billions every year, it’s no surprise that leaders are asking: can AI help?

The short answer is yes, but only up to a point.

Where AI can add value

One of the most exciting uses of AI is spotting problems early. For example, AI tools can scan employee surveys, anonymous feedback, or even patterns in case management data to highlight teams or departments where tensions seem to be brewing. Think of it as an “early warning system” for conflict, allowing HR to step in before things escalate.

Another practical use is providing quick, impartial advice to employees on demand. AI-powered chatbots can answer questions like: “What’s the grievance process?” or “How do I raise a concern informally?” Employees don’t have to wait for HR office hours, and they feel empowered to take action sooner.

And let’s not forget the data. By analysing themes in grievances, exit interviews, or turnover, AI can help HR spot patterns: is conflict more common under certain managers? During times of change? Within particular teams? These insights can shape proactive strategies. With employee surveys and data it is often what is not being said (or done) that is the real issue at hand – AI tools can flag blindspots and gaps hidden among the noise.

The Pitfalls

That said, AI has its limits. Conflict is not just about patterns and numbers—it’s about people. A strained relationship between two colleagues can’t be “read” by algorithms, especially when body language, tone, and context play such a big role.

Privacy is another big concern. Employees may feel uncomfortable if they believe their communications are being monitored. Organisations need to be transparent about how AI is used and ensure everything complies with UK data protection rules.

Then there’s bias. If an AI system is trained on historical workplace data that already contains inequalities, there’s a real risk of those being repeated. For example, certain behaviours might be flagged unfairly depending on cultural or gender norms.

Could AI Replace Humans in Conflict Resolution?

In our view, absolutely not. AI can assist, but it can’t replicate the empathy, trust, and emotional intelligence required to resolve workplace disputes. Mediation, coaching, and difficult conversations require a human touch. People need to feel heard and understood, not processed by an algorithm.

Where AI can help is by reducing admin, offering employees fast access to information, and giving HR teams better insights. That frees up HR professionals and managers to focus on the part that really matters: building relationships and restoring trust.

Final Thoughts

AI in our organisations will continue to grow and adapt, and it has a valuable role to play in managing conflict. But it’s not a silver bullet. The best approach is to view AI as a supportive tool—one that helps us work smarter—while remembering that resolving conflict is, at its heart, a human endeavour.

Tips for Leaders

• Be transparent: Let employees know how AI tools are being used in your workplace, and address any privacy concerns upfront.
• Balance tech with touch: Use AI for admin and insight, but make sure the human side of HR remains central to conflict resolution.
• Check for bias: Regularly audit AI outputs to ensure they aren’t unfairly singling out particular groups or individuals. If you are considering a new AI tool ask challenging questions of the vendors about how they stress test their product for bias.
• Invest in skills: Free up HR professionals from repetitive tasks so they can focus on mediation, coaching, and culture-building.
• Use AI for prevention: The real power of AI lies in spotting patterns early—don’t wait until a dispute has already escalated.

At Waddington Brown, we are always here and happy to help, so if you are experiencing any element of conflict within your organisation, please get in touch.

For more information on our workplace mediation service, click here