Emotional Intelligence and AI in the Workplace

The achievement of the insight into the emotional needs of employees becomes a key factor when it comes to modern workplaces that grow more and more reliant on the technological framework to promote sustainable and fulfilling conditions. The current chapter explores how artificially intelligent and emotionally intelligent work in European organizations can interact with each other. The main aim of the study is an empirical examination of the working processes of AI-based emotionally responsive systems. A multinational mixed-methods study on the topic was conducted between 2022 and 2024 in the Netherlands, Germany, France, and Spain using an online survey of 248 white-collar employees to evaluate their psychological resilience, job satisfaction, emotional intelligence (EI), and views on AI-assisted feedbacks. After collecting the data, partial least squares structural equation modeling was used to test the relationship between the variables. Trust in artificial intelligence (AI) acted as a mediating variable, while AI served as a regulatory variable. The empirical outcomes highlight the ability of AI-based systems to improve the psychological resilience, job satisfaction, and emotional awareness. Also, workers with higher EI-rated AI-based feedback more favorably and realized its control role. According to these findings, organizations can improve employee experience by ensuring that AI systems, which include EI in human resource (HR) activities, are introduced and by following the ethical standards. The chapter provides useful suggestions to apply AI, which would protect privacy, build trust, and be successful in intercultural environments.