HR departments are considered to be the worst digitized areas in companies. These departments, in particular, are the flagship for our own employees. In America, on the other hand, over $1 billion is already being invested in HR Tech (source: Anna Ott - HR Tech expert). German companies can therefore clearly cut themselves a slice.

The following article deals with a new innovation in the field of artificial intelligence. Because the technology "Chatbots" can contribute a lot to the digitization in enterprises. Chatbots are systems that are integrated into websites or messaging platforms and automate user requests. with the help of of artificial intelligence. Theoretically, chatbots can be used wherever communication takes place. Especially in HR there are many areas of application.

But why chatbots?

The technology gained great hype since messenger services have opened their interfaces to integrate such system. This was also favoured by the current "communication trend" that has permeated society in recent years. Because we now spend more time in messaging channels than on social networks, 90% of our time in email and messaging platforms on our smartphones.

In addition, users no longer want to have to download the hundredth app on their smartphone, but want to spend time in the apps that already get the most attention. Companies struggle with a low engagement rate after the release of their apps, which are often quickly deleted by their users.

Users benefit from automation and short response times. At the same time, companies shine with 24/7 availability for numerous incoming inquiries. Employees can now focus on more complex requests and have the recurring requests taken over by the chatbot. In this way, increasing customer expectations can be met. According to Ovum, 60% of customers want easier access to self-service solutions in customer service.

And where exactly can chatbots be used?

1. A chatbot for working time arrangements

In many companies, the regulation of working time is considered a complex issue. Managers and employees find it difficult to maintain an overview of the legal situation here, so that numerous questions arise especially among time managers, labour lawyers and HR staff. In order to simplify and accelerate the handling of technical questions and time corrections, a Chatbot the solution. On the internal communication platforms, such as the Microsoft teams or slackThe bot can be integrated and automatically provide information on legal, operational and collective bargaining issues. In addition, employees can tell the chatbot their times, which they have either forgotten to sting or were unable to do so due to business trips. Through system integrations such as SAP, the bot can then automatically import the data into the systems.

The conversation could look like this, for example:

Example CHatbot HR

2. A chatbot for onboarding

Onboarding new employees is a time-consuming issue. Especially in larger companies, it is easy to lose track of the various processes involved in payroll accounting, travel expense forms, vacation requests, file sharing, etc. At this point, a chatbot could also be used to guide the new employee through the onboarding process. In this way, new talents can be informed about all important processes and facts from day one. In addition, the information sets can be queried again by the chatbot if something has been forgotten. It is obvious that the hurdle for a second time on questions with the bot is lower than with the colleagues.

 

3. A chatbot for general questions

For the common questions among the employees, a chatbot can be used as contact point number 1:

"What's vegetarian in the canteen today?"

"What time's the shuttle to the station today?"

"Where can I order a cab?"

"Where exactly is Matthias Müller sitting?"

etc.

Normally, many such questions are already answered on the intranet. Nevertheless, many companies seem to have problems with making the flood of information available on the intranet in a clear manner, so that many employees find it difficult to find it. A chatbot, which provides all information through simple question-answer processes, is the optimal solution. At this point it is important that the chatbot should also be implemented where the staff spends a lot of time anyway: in Slack, Skype for Business, Microsoft Teams, etc.

In summary, chatbots offer an incredible number of ways to revolutionize communication within companies. You can start with small use cases and gradually expand the content of the chatbot. During development, it should be remembered that a transfer to a real employee, also known as human handover, should be possible at any time. This ensures a positive user experience. Chatbots offer not only the opportunity to automate communication, but also to innovate as a company in front of its employees and to allow freedom for innovation. Now is the right time to get to grips with the technology, because Accenture also says that 80% of customer interactions can be solved with a well-designed bot.