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How Chatbots are Transforming HR

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mall of america chatbotsChatbots are popping up everywhere.

They’ve even found their way into the most-visited shopping mecca in the heart of the U.S.—The Mall of America.

During the height of the 2017 holiday shopping season, the Mall launched a chatbot, a computer program that uses artificial intelligence to have automated, yet personal conversations with human users.

It interacts via text with customers on the mall’s website, mobile app, and Facebook messenger, answering common questions about the mall’s hours, transportation, and special events.

According to the Star Tribune, “the chatbot has become the mall’s first line of response when assisting customers,” freeing workers to address more complex issues.

If chatbots can be used to assist inquisitive mall-goers and alleviate some of the burden felt by mall personnel, think about the potential for the HR industry.

3 Reasons to Welcome Chatbots to Your HR Team

adding chatbots to HRChatbots aren’t new, however technological advancements have made them smart enough to be a valuable tool for HR professionals. According to an IBM Institute for Business Value report, 65% of CEOs believe that cognitive (the technology that powers chatbots) will drive significant value in HR. As a result, more and more companies are turning to chatbots to assist with many HR efforts.

Streamlining Recruiting

A recruiting manager’s best friend, chatbots can assist with tedious tasks like sourcing and screening applicants. Chatbots can scan resumes and verify an applicant’s education and experience. They can help guide candidates through the application process and answer basic questions along the way, even replacing the traditional application form in some cases.

Chatbots enrich the candidate experience as well. Scheduling interviews can be accomplished with ease as chatbots can sync calendars, arrange appointments, and even follow-up with instructions and directions. No longer will candidates feel left in the dark; chatbots can contact them on a regular basis, update them on where they are in the hiring process, and keep them engaged throughout.

Enhancing Training Efforts

streamline trainingCompanies invest a lot of money and resources into training their employees, but research suggests that only 12% of employees apply the skills from training to their job. Traditionally, email reminders have been utilized to reinforce recent training principles. Chatbots can be an effective accountability partner by sending regular reminders of content learned, asking about progress, and providing resources to the participant.

Chatbots can be programmed to deploy new concepts, building upon the training, to extend the effectiveness of it. They can also assess how effective the training was by quizzing the participants. They can answer learners’ questions on demand—helping them to apply the lessons in the moment when they need it most.

Providing Employee Support

Ask an HR professional how much time they spend a day fielding employee’s questions and you’ll discover that we saved the best use of chatbots for last. Chatbots can automatically reply to employees’ basic questions. Since they pull answers from a structured database, HR can rest assured the responses are accurate. Chatbots provide a judgement-free forum where employees can ask sensitive questions and voice any concerns.  

The most compelling reason to welcome chatbots? They are available to help their human counterparts at any time of the day 24/7.

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