Why Job Seekers Want Real Conversations As Part of the Candidate Experience Again
As AI automates more of the hiring process, candidates still want real human interaction. To attract and secure top talent, companies must balance efficiency with authentic conversations that build trust and connection.
Why Job Seekers Want Real Conversations As Part of the Candidate Experience Again
Imagine a hiring process powered by AI where chatbots answer questions, interviews are scheduled automatically and applications move quickly through digital workflows. As companies adopt AI in recruiting, what once felt futuristic is becoming a regular part of the candidate experience.
Many HR departments rely on AI tools for the efficiency they provide, but candidates still value real human interaction. Job seekers want convenience and speed, but they also want live conversations with potential employers. While recruiting tools are helpful, they are most effective when paired with human connection to create a personal and trust-based hiring journey.
Hiring trends in AI recruiting
According to a 2025 Resume.org survey, 57% of companies use AI for some aspects of hiring, and one in three anticipate that AI will run the entire hiring process by the end of 2026.
For now, companies surveyed said they use AI to:
Review resumes - 79%
Review candidate assessments - 66%
Research candidates - 63%
Communicate with candidates - 41%
Onboard new hires - 39%
Facilitate interviews - 34%
Among the companies using AI for interviews, 71% say they still have human reviews, 23% say the amount of human interaction depends and 6% say the AI interview process runs on its own.
HR departments aren't the only ones leaning on AI in hiring. Candidates are too, from creating targeted resumes and cover letters, to prompting chatbots to scour the web for a company's potential interview questions and asking for suggestions on the best answers.
Interestingly, despite their own use of AI in their job search, candidates aren't always comfortable when companies use it for some recruiting tasks. ServiceNow reported that although candidates don't mind if AI performs supportive tasks, such as interview scheduling, nearly 67% of respondents don't want AI to review their resumes, rank them or make decisions about their progress through the recruiting process.
Has efficiency become too impersonal?
The growing use of AI by both companies and candidates, combined with heightened candidate skepticism, can leave hiring teams questioning whether their pursuit of efficiency has made the process too impersonal.
Tiffanie Ross, Senior Director of AIRS, powered by ADP, said no, it hasn't gone too far. It's more about finding the intersection of humanity and technology that supports all parties in the hiring process. "There are many opportunities to use technology to drive efficiencies, and that is appreciated. Candidates don't want a process that takes two or three months. They want some sense of movement and progress, and automation helps with that."
Ross added that the human element of connection is still critical. Candidates need to know they have someone who can guide them through the process. "Who do I call if I have questions? I want to know that I can call someone and say, 'I'm really excited about this opportunity with you, but I just got an opportunity with another company. Can you help me understand the timeline of how we can make this process faster?'" Candidates need a point of connection, Ross said.
Remembering the big picture purpose of recruiting
When you think about it, the purpose of recruiting isn't just to get an influx of candidates to apply. It's also to help them better understand the company, the job and the environment, so they'll be more likely to accept the position.
Unsurprisingly, research found that 76% of people say a positive hiring experience influences their decision to accept an offer, while 52% have declined an offer due to a negative process. Even for roles outside HR, the candidate experience clearly affects job acceptance.
The goal is to secure the right hire, but that starts with engaging candidates from the very beginning and keeping them engaged throughout the process. When candidates aren't engaged, they may drop out of consideration — often ghosting the employer. According to Greenhouse, 61% of job seekers ghosted after a job interview in 2025, while CareerPlug found that 15% ghosted a company after receiving a job offer.
While losing candidates to disengagement can happen regardless of the amount of technology companies use, personal interaction can be the lever to keep candidates interested. "Human connection demonstrates being valued," Ross said. Candidates want to know that companies value them, and that they're not just a name on a digital application.
Job seekers agree. Although candidates may prefer the convenience of texting with recruiters, recent research shows that candidates also want in-person or live interactions that build connection and trust. In recent Gartner research, 68% of job candidates said they prefer human interaction, with 26% saying they would drop out of an interview process if they had to interact with AI.
Just as the recruiting process is a chance for companies to learn more about candidates, it is also an opportunity for candidates to learn about the company. Personal interaction with the candidate enables the company to share consistent messages about its culture, mission and job expectations. As a result, the candidate is better informed and can feel more confident in their decision to accept an offer.
Candidates don't want a process that takes two or three months. They want some sense of movement and progress, and automation helps with that.
Tiffanie Ross, Senior Director, AIRS Powered by ADP
Balancing technology and humanity
"Technology and humanity are in collaboration, not competition," Ross said. Companies must determine where to use AI and where to use humans to balance efficiency and connection. Ross suggested several ways companies can optimize the collaboration.
Use AI where it makes a difference
Ross said AI can help drive efficiencies. Automating baseline questions and vetting answers early drives efficiency in the recruiting process. "Adopting this method can help organizations move candidates through the process faster and it helps candidates know up front if they didn't meet the minimum qualifications or if they move on to the next step."
Beyond initial screening, AI can also support other tasks that improve efficiency without replacing human critical thinking:
Resume parsing and sorting to quickly identify candidates who meet basic requirements.
Candidate research and background checks for faster validation.
Interview scheduling and reminders to reduce administrative delays.
Answering routine candidate questions via chatbots, such as benefits or location info.
Providing onboarding resources and checklists to new hires.
By letting AI handle these types of tasks, recruiters can focus on the human connections that truly drive engagement and successful hiring outcomes.
Make critical human connections
After the initial screening process, it's essential that recruiters develop a human connection with candidates. "As a recruiter, you have a responsibility to understand the drivers of every candidate," Ross said. And that starts from having a very good initial conversation that creates rapport."
Ross said that in the first conversation with a candidate, recruiters should try to understand why a job seeker is interested in the role. "What are their career goals, what type of work environment is important to them? What is fulfilling and drives their engagement? Is it professional opportunities? Responsibilities? Flexibility? Upskilling? Leadership?"
With this information, a recruiter can create a more personalized discussion that addresses what is important to the candidate, and not just what the recruiter wants to share about the job. "If I'm talking to every candidate and highlighting the fact that we're a top employer, pay in the top 20% for this role and offer three weeks of vacation, I'm missing opportunities with every candidate because not all candidates value those three things," Ross said. For example, a candidate might trade three weeks of vacation for the flexibility to work at home or on a hybrid schedule.
"It's not as overt as asking the candidate, 'what would you need to take this job?'" Ross said. "Instead, it's understanding who they are and what they value in their work-life balance." That understanding comes through human connection, she added. "Humans have the ability to follow up on questions, dig deeper and offer compelling arguments as appropriate to each specific candidate."
How to keep candidates engaged and valued
Ross said that after initial interactions, companies can prioritize real conversations with candidates, focusing on several key areas:
Responsive communication: One of the most important factors for candidates when selecting a job—second only to growth opportunities—is responsiveness during the hiring process.
Multi-channel engagement: While candidates may prefer text for quick questions or initial contact, recruiters should use a mix of communication methods, including phone calls and in-person interviews, to build stronger connections.
Transparency: Candidates value clarity about the recruiting process and want to be informed of any delays or slowdowns.
Feedback: Even if a candidate isn't selected, they may be a good fit for future opportunities. Candidates are more likely to reapply in the future if they received constructive feedback. Providing this feedback signals that the company values them, even when they aren't hired.
Leaving a strong last impression: Some companies provide promising but rejected candidates with additional resources, such as career and professional development information. "We are seeing many organizations leverage our career search insights resources for non-selected candidates. It's a real-world thank you and a show of appreciation that can do amazing things for a company's brand," Ross said.
Ross said that balancing the speed and efficiency of technology with the humanity of real conversations is an investment that shows potential employees that the company values them from the start. "If I'm not valued as a candidate from day one, what would make me believe I'm going to be valued as a new employee in the onboarding process, or as an experienced employee during the performance review process?"
How companies treat potential candidates also influences how current employees view the company, she added. "That is something that a lot of people don't think about. People make decisions whether to stay or go based on how they see people treated. With professional and social media, hiring process feedback is readily available, and the impact can be external, resulting in a poor employer brand and just as important, internal, with a negative impact on retention and referral pipelines."
Why candidate experience drives long-term success
As companies assess how to attract, hire and retain employees, a positive candidate experience is the foundation for success. By combining recruiting technology and human skills, including real conversations, companies create a balance that builds and strengthens relationships long-term.
To learn more about the biggest HR trends and priorities for 2026, check out our recent webinar.
