The public sector is at the forefront of high-volume hiring, where efficiency and candidate experience are paramount. With the advent of artificial intelligence (AI), hiring managers across the sector can now navigate the challenges of managing high volumes of applications while maintaining a high standard of candidate quality. However, the use of AI in recruitment also demands transparency and ethical considerations, especially in light of recent recommendations about transparency and AI from the Select Committee on Adopting Artificial Intelligence in Australia.
the power of AI in managing high-volume applications
Across the public sector hiring managers often deal with overwhelming volumes of applications. AI provides a scalable solution to streamline recruitment by automating repetitive tasks, such as:
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initial screening:
AI can efficiently sift through applications to identify candidates who meet minimum mandatory requirements. For instance, AI-driven applicant tracking systems (ATS) can screen resumes for relevant keywords, saving hours of manual effort.
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assessment and matching:
Advanced AI tools can evaluate candidates' skills, such as communication abilities and customer orientation, through online tests and behavioural assessments. This ensures candidates are not only qualified but also aligned with the role’s requirements.
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scheduling and communication:
Chatbots and automated scheduling tools enhance efficiency by coordinating interviews and responding to candidate queries, reducing administrative burdens on hiring teams.
By integrating AI into these stages, managers and recruitment teams can focus on strategic decision-making and candidate engagement, ensuring a smoother process for both parties.
where to utilise AI in the recruitment process
AI is most effective when used at specific stages of the recruitment process. Here’s are some examples of how AI can be incorporated at each stage of the recruitment process and how hiring managers can maximise its benefits:
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application screening
AI excels at shortlisting candidates based on pre-defined, mandatory role criteria. This is particularly useful in high-volume hiring, where human recruiters may struggle to review every application thoroughly or where time pressures are challenging. However, it’s crucial to regularly audit AI systems for bias to ensure diversity and fairness.
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skill assessments
Use AI-powered tools for initial skills testing. For instance, AI can assess typing speed, language proficiency, and problem-solving skills.
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interview analysis
AI-driven video interview platforms can analyse tone, sentiment, and body language to predict candidates’ suitability for high-pressure customer-facing environments.
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onboarding assistance
AI can also streamline onboarding by automating document verification, contracts and providing personalised training plans based on role requirements.
balancing efficiency and candidate experience
While AI can enhance recruitment efficiency, it’s vital to maintain a positive candidate experience. According to Randstad research, 74% of Australian office workers have never been informed about AI’s use in the recruitment process, and 38% want clarity on how AI is used. To avoid alienating candidates, hiring managers should consider the following:
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transparency
Be upfront about AI's role in the recruitment process. The recent recommendation from the Select Committee on Adopting Artificial Intelligence emphasises candidates’ rights to understand how automated decisions are made. Include clear explanations in job postings or during the application process.
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human touchpoints
While AI can handle repetitive tasks, maintaining human interaction at critical stages—like final interviews or feedback sessions—ensures candidates feel valued.
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education and support
Many candidates are unsure how to adapt their applications for AI screening. Provide guidance on optimising resumes for AI, which not only benefits candidates but also ensures the AI system identifies the best talent.
how talent responds to AI in recruitment
Randstad’s research highlights varying candidate reactions to AI in hiring:
- confidence in adapting applications: 61% of candidates feel they need more guidance to tailor resumes for AI screening.
- transparency preferences: 38% of candidates want clarity on AI’s role, while 12% said they might withdraw their application if they discovered AI was involved.
These findings underscore the importance of transparent communication. Hiring managers must strike a balance between leveraging AI and addressing candidates' concerns to build trust and attract top talent.
disclosing AI use: a cautious approach is best
Transparency about AI use in the recruitment process is currently not a legal requirement. However, a recent parliamentary inquiry in Australia has recommended legislation requiring companies to disclose how AI-powered recruitment decisions are made. This follows concerns about AI bias and the potential for discriminatory outcomes in the hiring process. A cautious approach is best when considering further use of AI in the recruitment process and could even provide a competitive advantage
Here are some recommendations on how to disclose AI involvement effectively:
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be clear and honest
Clearly outline AI's role in the recruitment process in application portals, or candidate communications. This fosters trust and sets realistic expectations at the outset.
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highlight benefits
Emphasise how AI improves the recruitment process—for instance, by reducing unconscious bias or speeding up application reviews.
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provide contact points
Offer candidates a point of contact for questions about AI use. This could be an FAQ section or access to a recruitment specialist who can address concerns.
manage bias and talent quality
AI is a powerful tool, but its effectiveness depends on proper implementation. To ensure it enhances rather than compromises talent quality, follow these steps:
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regular audits
Routinely evaluate AI tools to identify and mitigate biases. Use diverse datasets to train AI systems, ensuring they fairly evaluate candidates from different backgrounds.
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collaborative decision-making
Combine AI insights with recruiter expertise. While AI can identify trends and patterns, human judgment remains essential for final decisions.
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feedback loops
Continuously gather feedback from candidates and hiring teams to refine AI processes. This ensures the technology evolves to meet organisational needs while maintaining a positive candidate experience.
AI is poised to revolutionise recruitment in the contact centre and customer services industries, enabling hiring managers to handle high volumes of applications with unparalleled efficiency. By integrating AI thoughtfully, maintaining transparency, and prioritising candidate experience, organisations can unlock the full potential of this transformative technology.
As AI adoption grows, staying informed about legislative developments and best practices will be critical. For hiring managers, this is not just an opportunity to streamline recruitment but also to set a new standard for fairness, efficiency, and engagement in the hiring process.
