A new survey from Express Employment Professionals and The Harris Poll reveals that despite the rapid adoption of artificial intelligence in Canadian workplaces, both hiring managers and employees firmly believe that human judgment remains irreplaceable for high-stakes decisions. The research, released June 24, 2026, shows that 63% of hiring managers report their companies already use AI, yet 82% say AI will never replace the need for actual employees, and 89% state their company is committed to preserving a human element in the workplace.
Workers Agree: AI Is a Tool, Not a Replacement
Among employed job seekers whose companies use AI, 81% believe generative AI will never replace the need for real employees at their workplace. This sentiment persists even as 75% of job seekers fear that growing AI use will lead to workforce reductions. The survey highlights a clear disconnect between the potential for AI-driven layoffs and the confidence that human roles will endure.
“AI can improve efficiency, boost productivity and take routine tasks off employees’ plates so they can focus on other priorities, but that does not mean it should stand in for people,” said Bob Funk Jr., CEO, president and chairman of Express Employment International. “When the situation is sensitive or the outcome affects someone’s job, career or future, human involvement still matters. The real value of AI comes from working alongside people, not replacing them.”
Where Human Involvement Remains a Priority
Hiring managers identified the business functions where human interaction is most valued. Customer service tops the list at 68%, followed by human resources (58%), ethics and compliance (47%), sales (45%), marketing and communications (38%), and legal (38%). Small businesses with two to nine employees are especially reliant on human touch in customer service, with 78% prioritizing it, compared to 60% of companies with 100 or more employees.
High-Stakes Decisions Still Call for People
The preference for human involvement is strongest in decisions that directly affect employees and the business. Both hiring managers and job seekers overwhelmingly support keeping people in charge of:
- Managing crisis situations or emergencies — Hiring managers: 76%, Job seekers: 74%
- Handling employee disputes or grievances — Hiring managers: 75%, Job seekers: 70%
- Negotiating deals or contracts with other businesses — Hiring managers: 73%, Job seekers: 66%
- Making decisions on ethical practices and compliance — Hiring managers: 72%, Job seekers: 68%
- Conducting performance reviews and providing feedback — Hiring managers: 71%, Job seekers: 69%
- Determining who gets laid off — Hiring managers: 70%, Job seekers: 67%
Additionally, 66% of hiring managers say people should serve as the first point of contact for customer issues or questions, and 65% believe humans should review applications and select candidates for interviews.
The survey underscores that while AI can automate routine tasks, Canadian companies and employees still trust human judgment for the most consequential workplace decisions.
