Reducing human efforts to focus on value-adding tasks is one major aim of any HR Services process efficiency initiative. This may be reached with the installation of state-of-the-art technology having process automation and chatbots in place.
Why should an HR make the decision to use and enhance bots and even chatbot technology? What are the influencing effects bringing the potential efficiencies to live?
Bots are saving money and time
Think about all these different demands arriving at the Service Center. From a phone shift scheduling perspective it is not possible to foresee every upcoming peak of increased volume. If a chatbot could answer simple and reoccurring questions automatically, the human workforce will have the time to focus on more complex questions. This is reducing the manual effort, the related costs and is offering the solution to the customer much quicker.
Bots are accessible 24/7
Your bot does not need to sleep or need to be on vacation to reload its batteries. Bot technology is active on the weekends and even during the night. Having the permanent availability of information, the customer would expect to get their questions answered and requested tasks are done much quicker without spending time in annoying queues. Have quick answers available the customer satisfaction will be increased rapidly.
Okay, one step back: What is a chatbot?
One basic aim of applying bots is to support the human workforce executing transactional, predefined and reoccurring tasks. As the basic framework of having bots in place, a clear process template to define the actions itself is mandatory. Chatbots can be seen as a subgroup of bot technology in general. An HR Services chatbot consists of a direct communication piece between HR Services and one customer. The customer can be a candidate, an employee, a line manager or even an HR colleague. The chatbot is mostly text-based but also can be used with speech technology.
There are several examples and use-cases a chatbot can support the HR Services team to operate more effectively. Sneaking into the processes, the chatbot technology can be enhanced in several employee lifecycle events (such as Recruiting, Benefits Administration or explaining company policies). In case of launching a new process or system, it is recommended to slot a chatbot in ahead prior to pushing the requests to the human workforce sitting in the Service Center.
Chatbot and AI – How will this work?
Restricting AI features will only express a minimal possibility of chatbot activation. AI can be utilized to get the chatbot on a smarter level to answer questions more accurately. From the technical side, this is called Natural Language Processing (NLP). The „amount“ of AI has a seamless impact on this to major extreme possibilities:
- Inform: Screening provided data sources such as a knowledge base to share requested information with the customer immediately.
- Advise: This action may be technically possible through AI, but must require huge data including concrete, recognized decisions to support the customer.
Including the power of bot technology in general, the chatbot may accept actions or tasks requested from the customer to be performed in the background based on the pre-defined process flow. The simplest way of integration would be that the chatbot will answer offering a direct link to the web form which the customer can use to address the desired task.
What are the keys to success according to HR bots?
The most common and most successful approach is based on the hybrid between bots and human workforce. The balance between these parts is crucial and should be calibrated reacting on environmental influences. Integration is key. Never select a bulky vendor promising the latest technology package having no basic integration feature. It is tremendously important that the bot technology is mainly a layer on top of all existing technology without creating more complexity.
What’s next?
Are you curious to install your first chatbot functionality in the area of HR Services? Having a process driven mindset and a strong customer focus, I can easily support you having cooperations to basic and innovative vendors to utilize your HR First Level support. Don’t hesitate to contact me in case you are interested:
oliver@hr-digital-now.de