AI in the Workplace: Lessons for Funeral Homes

Walk into almost any funeral home today and you will find new technology sitting quietly on a desk or glowing on a screen. Scheduling programs. Case management software. Templates for obituaries that promise to “save time.” It all sounds helpful. But here is the question every owner should ask: are these tools helping us serve families better, or are they quietly changing how we serve them?

Every owner I talk with says the same thing. “We just need to make things easier.” And that is true. Our work is demanding. The hours are long. The emotional weight is heavy. When you finally find a tool that promises relief, it is tempting to hand it over to the staff and hope for the best.

But if no one is guiding how those tools are used, something predictable happens. Shortcuts begin to take over. And when shortcuts replace care, something far more costly gets lost  -  trust.

That thought came rushing back to me when I read a study from the University of Southern California. Researchers looked at how college students are using AI in their learning. The findings sounded familiar.

When left on their own, most students used AI for quick answers with little effort. The study called it executive help. A smaller group used AI differently—to clarify ideas, test perspectives, and deepen their learning. That was called instrumental help.

Here is what changed everything. When professors guided students on how to use AI, the entire pattern flipped. Those students used it more thoughtfully and responsibly. Without guidance, shortcuts ruled the day. With guidance, the tool became a true partner for learning.

The research, How Students and Teachers Worldwide Are Adapting to AI, reminded me of something we in funeral service already know. Tools do not change people. Leadership does.

And as I read, I could not help but think of funeral homes.

Why This Matters for Funeral Home Owners

AI is already entering our profession in quiet ways—automated phone systems, scheduling tools, digital arrangers, obituary templates, even voice assistants for follow-up messages. The question is not whether AI will show up. The question is who will guide it once it does.

If leaders do not shape that conversation, the technology will shape it for them.

Owners and managers who teach responsible use protect more than workflow. They protect the culture of compassion that defines this profession. AI can lighten administrative load, but only if we keep people at the center of the work.

When the Shortcut Costs More Than It Saves

I can picture it now. An obituary written entirely by AI, perfect in grammar but missing the family’s heart. Or an arrangement conference where someone reads from a screen instead of listening to a story. Families may not know exactly what feels different, but they will feel it. Something genuine will be missing. And when authenticity fades, trust begins to erode.

Trust is the currency of funeral service. Lose it, and no piece of technology can buy it back.

That is why leaders must do more than introduce new tools. We must interpret them. We must help staff understand not only what to use, but how to use it without losing the soul of our service.

A Story from the Workroom

A few months ago, one of our new removal technicians found an AI tool that could generate family follow-up emails. The messages were clean, polite, and completely flat.

Instead of correcting him, I asked about one of the families he had served that week. He told me about a son who carried his father’s urn home in silence. About the mother who lingered at the door. His tone changed as he spoke.

We rewrote the message together, line by line, in his words. It was imperfect, but it was personal. It sounded like care.

That moment reminded me that guidance is leadership in action. Just as professors guide students, funeral home leaders must guide staff. We are called to teach how Augmented Intelligence can handle the routine without taking over the sacred.

Technology can manage data. Only people can manage dignity.

The Right Role for Augmented Intelligence

Augmented Intelligence can serve us well when used wisely. It can streamline paperwork, help manage scheduling, and improve communication between teams. It can support. But it cannot stand in for presence, empathy, or discernment.

That is where leadership matters most. When we teach staff how to let AI handle routine work, we give them time to focus on what truly matters—serving people.

Technology should not pull us away from families. It should send us back to them. It should give us more time to sit with them, listen closely, and honor each story we are trusted to tell.

Transparency Builds Trust

The USC study also revealed something powerful. When professors spoke openly with students about AI, it built safety and trust. The same principle applies in funeral service.

Families deserve honesty about how technology supports their care. If AI helps write an obituary, say so. If a scheduling tool assisted with logistics, explain it. Transparency builds credibility.

At JPS, we see technology as a tool for renewal, not replacement. Through leadership training and CEU programs, we help teams integrate new systems responsibly, with compassion and accountability. We teach how to keep technology in its rightful place—serving people first.

Leadership in a Changing Profession

Funeral service has always adapted. Horse-drawn hearses became motorized. Typewriters became computers. Phone calls became text messages. Every generation has faced new tools that seemed foreign at first. Change is not the threat. The real threat is forgetting who we are while adapting to it.

When leaders step back, shortcuts take over. But when they lead with clarity, consistency, and care, staff learn to use technology without losing integrity.

Augmented Intelligence will not replace compassion. It will reveal the need for it. The difference will always rest with leaders who model thoughtful, responsible use.

Because whether in a classroom or a chapel, one truth remains: the value of technology will never outweigh the value of people who know how to serve well.

Three Ways to Lead Technology Responsibly in Funeral Service

1. Model before you mandate.

   Before introducing new tools, use them yourself. Learn their strengths and limits. When your team sees you leading by example, they will follow with confidence.

2. Pair technology with mentorship.

   Every tool needs a teacher. Assign experienced staff to guide newer employees in using technology without losing the personal touch. Mentorship protects the tone of your care.

3. Make transparency part of your culture.

   Be honest with families about how technology supports their experience. Clarity builds trust and strengthens your reputation for integrity.

Discussion Prompts

1.        How is technology currently used in your funeral home, and where could guidance improve outcomes?

2.        In what ways can AI help free time for more meaningful family interactions?

3.        What does “modeling responsible use” look like in your leadership style?

4.        How could your team communicate more transparently about technology use?

Key Takeaways

·      Leadership shapes how technology is used.

·      Shortcuts erode trust when not guided by integrity.

·      Mentorship keeps technology personal.

·      Transparency sustains credibility.