Chatbots in HR

Organizations across the globe are looking at virtual assistants to transform HR.

What is a virtual assistant?

As we all know, Chatbots differ by the level of complex tasks they can perform. Simple bots answer common questions by “looking” for keywords or phrases and provide quick, standard responses and related resources.

More sophisticated bots (or intelligent bots you may say), access datasets to provide dynamic responses. They can also perform any rules-based activities.

The most popular chatbot is a virtual assistant, which can access knowledge and can function as an intuitive self-service platform. While we have seen this technology being deployed in customer service/customer relationship management, the role of bots in HR will enable them to better engage with employees.

SEE ALSO: "Reimagining Financial Services with Chatbots"

RPA in HR

(RPA) essentially automates manual, rules-based, and repetitive activities.

HR involves lots of repetitive, mundane and high volume tasks performed every day and c is considered the best fit for improving these operations.

With RPA, the bots will source and classify information, analyze and record data, communicate with users, and even predict outcomes – interacting with applications just as humans would. The result?

They give HR function the capacity to do more with less, manage the routine but important tasks and processes, and ultimately free up their time to do what HR must do – develop, engage and inspire talent. For the HR professional, it is about delivering faster, better service to the business.

Artificial Intelligence in HR

According to Deloitte’s Human Capital Trends Report 2018 – AI and robotics open exciting new capabilities for HR. The software can now recognize faces and identify gender, listen to voices and identify mood, and decode video interviews to identify education level, lying, and cognitive ability.

Analytics tools are intelligently selecting candidates, identifying employees’ career options, and training employees on improving their day to day works. And the potential doesn’t end there: AI is even being used to create chatbots that can interact with job candidates, identify and score video interviews, and understand the sentiment of engagement surveys.

With such a system in place, the HR team can significantly reduce the time spent on low-level tasks and focus on activities that will improve business performance.

The best place to start will, of course, be the process/task that is easy to be automated (depending on your organization’s character and culture), driven better with Bots than manually, and can deliver significant business impact.

Intel launched a virtual HR agent to answer employee questions about pay, stock, benefits, and other HR programs. Overstock.com has put in place a chatbot to interact with the company’s call centre employees, who use it to check their schedules, schedule time off, and inform managers about unplanned leave or sick days.

Looking to kick start a conversation on deploying bots in your organization to improve HR operations? Let’s talk.

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