How to Improve the Employee Experience using Chatbots
According to Juniper research, HR and other recruiting chatbots have the potential to reduce business costs by more than $8 billion by 2022. Here’s a bit more about them and how they can help you improve the employee experience at your organisation.
What is a chatbot?
Chatbots or chat robots, are computer programs designed to stimulate human conversations, or chats, through the use of critical intelligence. They’re transforming the way internet users interact by using a series of self-initiated tasks to start a quasi-conversation. Already well-known in the customer support world, within HR we’re now seeing the bot’s potential to streamline HR processes.
How does it work?
Chatbots are limited to conversations regarding a very specific range of knowledge. Typically, a chatbot will communicate with a real person, and the aim of the conversation is to help them find the right resources, whether that’s a form, a person or a meeting time. The bots can improve the employee experience by speeding up the time it takes for an employee to receive important information from HR, such as forms, connecting with a HR team member or booking their holidays quickly and easily.
Where do the bots live?
Chatbots that use artificial intelligence reach employees via the internet or your intranet. They provide an environment that can be described as a judgment-free zone, vital in the workplace when used in a time where we are trying to reduce unconscious bias.
What are the benefits?
One of the biggest benefits is saving time. Employees can use an HR chatbot to enter sick days or vacation. The HR chatbot then relays the information to the manager. Instead of logging into HRIS software, or multiple emails between manager and/or the payroll department, employees can record other details using a chatbot.
In addition, bots can be used to offer unbiased, non-judgemental questions. These responses can be collated to create a detailed report of an incident for example. This allows an employee to report incidents and potentially helps more employees to come forward if they did not feel comfortable reporting an incident to their manager.
Why do you need a bot?
The HR function has evolved dramatically and is a key strategic partner to the organisation. However, employees will still require assistance with unusual questions or circumstances and they’ll be able to direct those questions to the Human Resources Department directly. Chatbots have the ability to manage administration in a balanced way and thus act as an incredibly useful tool.