HR chatbots optimize proximity while playing a role in improving ‘digital literacy’
With the current digital transformation of HR, some people are questioning the usefulness of HR chatbots. Chatbots were initially used to handle customers, but have now become widespread and used in companies to improve the relationship between HR departments and employees. They were first deployed in companies’ recruiting processes to preselect candidates. Today HR departments are considering the use of chatbot technology in their information systems to handle a wide variety of situations, such as absences or the reimbursement of expenses.
Chatbot technology is now ready to provide a pragmatic way to handle the relationship between employees and their employers, using semantic analysis. Two thirds of HR managers are convinced that chatbots are the way of the future. They are capable of providing data in natural language and are ideal for the user experience.
They should be seen as support for the HR professionals, because they can instantly and efficiently provide employees with different types of information. Several internal surveys have shown that HR departments are not quick enough to respond to employees’ questions on their status. Employees usually have to wait 3 to 5 days on the average to obtain a useful response. New technology, such as chatbots, are today a real opportunity to offer employees better and faster service that meets their expectations. Semantic analysis offers the possibility of providing better service, by using algorithms to orient the user towards other sources of information.
Saving time in processing messages and requests means that HR can increase productivity. The tools can also be used to send forms to HR. Chatbots can handle the first level of requests and thus decrease the workload of the HR teams. A procedure can be set up that will force the employee to express their request if they were not able to obtain an answer from the chatbot. Their request will then be transferred to the HR professional or line manager for asynchronous, personalized, second level processing.
The increased productivity provided by chatbots allows HR to focus on more important tasks and spend their time answering more complex questions. Common questions dealing with how the company operates, the policy concerning absences or social security will be handled by chatbots.
Improved service to employees
HR departments can thus improve their service to employees and this is good for the departments’ image. HR today can use new technology to better understand and handle employee concerns, based on feedback obtained. HR is therefore continuously striving to improve the employee experience.
Digital literacy and internal communication
HR teams today play a key role in promoting digital literacy. Chatbots provide all employees with access to the same level of information, thus maintaining their engagement.
Chatbots are also a good way of communicating information. By controlling messages sent, HR ensures that information communicated remains impartial and promotes a transparent HR policy. HR can issue notifications and messages designed to explain internal policy or deliver strategic information.
Ensuring that information flows freely throughout the company will help improve the employer brand. Employees can thus see the development of digital technology as a sign that their company is innovative and cutting edge in terms of HR. Companies will more easily attract younger people and developing the use of digital technology in HR will inevitably appeal to key talent in the market. As technology progresses, HR departments will have to become increasingly technically oriented. Chatbots can be the first step towards embracing digital technology, while minimizing any risk in the event of failure. Chatbots have often been seen as fun and amusing and can therefore reassure some people who may not feel comfortable with digital technology.
HR adapting to change
HR will, however, have to adapt to change and acquire new skills to supervise the chatbots; Chatbots are digital tools and can therefore be continuously upgraded and improved. HR departments will need to study the different situations and new skills and knowledge required to meet the needs of their employees. This is necessary for the successful implementation of this new technology. In addition, the development of voice recognition will be a boon for the disabled and provide greater access to tools.
HR departments need to be proficient in the technology and provide a service to the people in the company. They will then be fully functional in their role as support in digital transformation.