Enhancing Human-AI Collaboration through Emotional Intelligence: The Mediating Role of Trust and the Moderating Effect of Digital Literacy in Knowledge-Intensive Industries

Abstract

The purpose of this study is to examine how Emotional Intelligence (EI) enhances Human–AI
Collaboration, with a specific focus on the mediating role of Trust in AI Systems and the moderating role
of Digital Literacy. The research seeks to bridge the gap between the technical and human dimensions
of AI adoption in knowledge-intensive industries.
Design:
The study is grounded in Goleman’s Emotional Intelligence Model and Socio-Technical Systems Theory,
providing a robust conceptual foundation for exploring the interaction between emotional and
technological competencies in AI-driven workplaces.
Methodology:
A quantitative, cross-sectional research design was employed, utilizing survey data collected from 300
employees and 30 HR professionals across Pakistan’s IT, healthcare, and education sectors. Data were

analyzed using regression analysis and Structural Equation Modeling (SEM) to test the hypothesized
relationships among the variables.
Findings:
The results indicate that Emotional Intelligence significantly enhances Human–AI Collaboration both
directly and indirectly through the mediating effect of Trust in AI Systems. Furthermore, Digital Literacy
was found to strengthen the positive relationship between Emotional Intelligence and collaboration
outcomes. This suggests that emotional and technological competencies together play a crucial role in
improving the effectiveness of Human–AI partnerships.
Originality of work:
This research is among the first to integrate Emotional Intelligence, Trust in AI, and Digital Literacy into
a single empirical model of Human–AI Collaboration. It contributes to both academic and practical
understanding by emphasizing the importance of human-centric capabilities in leveraging AI
technologies. The findings offer valuable implications for HR managers and organizational leaders
aiming to cultivate emotionally intelligent and digitally adept workforces capable of thriving in AI-
enabled environments.
Keywords: Emotional Intelligence, Trust in AI Systems, Digital Literacy, Human-AI Collaboration,
Knowledge-Intensive Industries