The use of chatbots will improve the quality of HR service provided and internal communication.
HR chatbots are more than just a fashionable trend. They are now being used extensively by companies. These semi-autonomous programs, built and configured by HR managers, are designed to answer a relatively simple set of questions. They help with time-consuming tasks so that HR teams can focus on more important tasks. HR departments are beginning to find them useful, for example, for informing employees about withholding tax. Initial tests have been positive: not only did the HR teams anticipate a set of questions on the implementation of withholding tax, but they were also able to reassure the employees by getting information to them quickly.
HR chatbots, a boost for productivity
HR departments are now determined to use chatbots and to follow in the footsteps of the marketing departments to develop different services. By assigning chatbots the task of providing basic information, HR can save time and focus on its core business. That is why, since the beginning of 2019, we have seen an increase in the number of requests for new chatbots. Are HR departments ready to take on new technologies to increase performance and improve the quality of service rendered? In any case, chatbots are a new opportunity for HR innovation.
Deciding beforehand on the topics to be handled, in order to improve the user experience
Though chatbots can deal with many HR topics, HR professionals should determine the topics that are suitable for a chatbot to handle based on HR objectives. The end-users will thus be able to quickly determine exactly what kinds of questions the chatbot can handle and thus not feel frustrated when some questions are unanswered.
Also, the data loaded initially into the chatbot’s knowledge base must be coherent and structured, to ensure that the chatbot’s responses are relevant and that the employees can accept the situation as easily as possible. Then, the more that users communicate with the chatbot, the more they will provide it with data to increase its knowledge base through ‘machine learning’. This is a ‘virtuous’ circle!
The strategic role of the ‘chatbot master’
A new job has appeared in the HR field: the ‘chatbot master’. ‘Chatbot masters’ are in charge of tailoring HR information to chatbot technology use by determining user interaction scenarios. They supervise chatbot learning and continually strive to make it better. To accomplish this, they use a variety of indicators to ensure efficiency.
‘Digital concierges’ and RPA to continuously improve the user experience
Thanks to chatbots, service platforms have become easier to access and can provide more custom services. Combined with RPA (Robotic Process Automation), chatbots are seen as employee interfaces, able to extract information from scanned printed documents, in order to improve administrative management. With the help of character recognition technology (OCR), RPA will be able to perform complete procedures.
Chatbots will thus become the ideal interfaces to access a wide variety of online services. ‘Digital concierges’ are very popular and and chatbots are becoming ‘data hubs’ in companies. Advances in technology will make it possible to develop the use of chatbots for voice analysis and even allow them to understand the intentions behind the responses by semantic and grammatical processing of the data and studying the tone of the user’s voice. Chatbots can store responses on any type of media (audio or video) and can store the questions and thus personalize the responses.
A lot has been said about artificial intelligence. Some see it as a threat to their jobs while others dream about having machines do their work with no human intervention.
Chatbots should be seen as an opportunity to reduce time-consuming tasks and improve interaction between people to expand the range of HR services provided. ‘Humans’ will always be needed for supervisory tasks. People will get used to chatbots as their use increases. And in view of how easily they can be set up in just a few months, we can say that chatbots are a ‘quick win’!