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HOW HR CHATBOTS CAN IMPROVE HR PROCESSES (INCLUDES COMPANY EXAMPLES)

No doubt you’ve heard about AI chatbots and you’re not alone. There were more
than 1.2 million mentions of AI chatbots recently, a staggering 440% increase
from the previous year. HR chatbots offer a means to reduce cumbersome admin
tasks, freeing up capacity to focus on value-driving initiatives.

Written by Gem Siocon
Reviewed by Catherine Scott
7 minutes read
As taught in the HR Generalist Certificate Program
4.78 Rating

HR chatbots are software programs that use artificial intelligence (AI) to
handle various human resource functions like answering basic questions,
performing tasks, and offering support. 

According to Precision Reports, the HR chatbot market is projected to grow
considerably between 2023 and 2030. The US will play a key role in the
development trend of HR chatbots. The high adoption of this technology and the
presence of large players in this area will create enough growth opportunities
for the market. Growing demand in the e-commerce, BFSI, telecom, government,
education, food, and beverage industries directly impacts the growth of HR
chatbots. 

Contents
What are HR chatbots?
Types of HR chatbots
The advantages of using HR chatbots
The disadvantages of using HR chatbots
5 examples of companies using chatbots in HR
HR chatbot providers






WHAT ARE HR CHATBOTS? 

HR chatbots are AI-powered virtual assistants designed to perform various human
resources inquiries and tasks. They use natural language processing (NLP) to
understand employee and candidate questions and provide relevant information or
complete actions. Think of them as friendly, self-service HR representatives
available 24/7.

In Engagedly’s State of Artificial Intelligence (AI) in Human Resource
Management report, the AI adoption rate worldwide stands at 21%. More companies
recognize the benefits of AI for managing their employees. Global HRM leaders
are adopting AI to drive transformations in HRM, with 45% incorporating AI for
HRM. 

Also, 65% of respondents reported that AI improved productivity and efficiency
in their HR departments. Performance management, employee engagement and
satisfaction, training and development, recruitment and talent acquisition, and
employee inquiries are among the top five functions that AI has significantly
impacted.


TYPES OF HR CHATBOTS

 1. Recruitment chatbots: Reply to basic candidate questions about the company
    and the open role, collect initial candidate information, schedule job
    interviews, and pre-qualify them by scoring their responses.
 2. Onboarding chatbots: Guide new employees through onboarding and discuss
    company policies, benefits, tools, and culture. They also collect documents
    and answer questions.
 3. HR helpdesk: Handles routine employee inquiries like benefits information,
    leave policies, and policy clarifications. They can also update employees’
    information, track attendance, and direct staff to relevant HR resources.
 4. Surveys and feedback chatbots: Conduct employee surveys (pulse surveys, exit
    surveys, engagement surveys) and gather employee feedback and sentiment to
    improve work culture.
 5. Employee engagement chatbots: Help improve the employee experience by giving
    them access to company resources, allowing employees to communicate with
    each other, gather employee feedback about culture and business practices,
    and promote company events.
 6. Wellbeing chatbots: Respond to health-related concerns, offer mental health
    support, and connect staff to wellness resources. 
 7. Training and development chatbots: Assist employees in accessing training
    materials, recommend training courses, and answer training-related
    questions.
 8. Performance management chatbots: Guide managers and staff during performance
    assessments, setting goals, and giving feedback. 
 9. HR analytics chatbots: allow HR personnel to access analytics and insights
    to make data-driven decisions related to workforce planning, talent
    management, and employee engagement. 




THE ADVANTAGES OF USING HR CHATBOTS

 * Increase efficiency: Chatbots can streamline workflows and automate
   repetitive and routine HR tasks, so HR personnel can focus more on performing
   more strategic duties. 
 * Enhance accessibility: They offer 24/7 access to information and support so
   that employees’ concerns can be addressed promptly.
 * Improve employee experience: HR chatbots empower employees to self-serve and
   take control of their HR needs anytime, anywhere.
 * Cost savings: Reduce HR operational expenses related to handling basic
   inquiries. 
 * Boost employee engagement: They can offer a convenient and accessible
   platform to communicate and send feedback between employees and managers. 
 * Better decision-making: HR chatbots collect valuable data from employees’
   interactions, so HR can identify areas for improvement 
 * Improved compliance: Provide consistent and accurate information on policies
   and procedures, lowering the risk of human error and ensuring adherence to
   laws and regulations. 
 * Promote inclusivity: Chatbots can support multiple languages and provides
   accessible options for employees with disabilities, catering to a diverse
   workforce. It also eliminates potential biases in information delivery, which
   is impossible with human interaction. 


THE DISADVANTAGES OF USING HR CHATBOTS

While there are many advantages of using HR chatbots, there are also some
disadvantages to consider: 

 * Limited capabilities: Might not be able to understand nuanced or complex
   employee concerns, which requires human judgment for example. It may not
   understand sarcasm, emotions, or the context completely. 
 * Lacking human touch: Can feel impersonal, especially when handling sensitive
   issues. Cannot replace empathy and authentic human interaction.
 * Data privacy concerns: Data collected by chatbots needs proper handling and
   observance of privacy and security measures. Data usage must also be
   transparent to avoid breaching employee privacy and trust. 
 * Implementation costs: Initial development and implementation can be too
   expensive. It also requires data integration and employee training. 
 * Technical glitches: Chatbots can also malfunction or misinterpret queries,
   leading to employee frustration. Algorithms powering the chatbots may inherit
   biases from input data. Careful monitoring and strong IT back up and
   mitigation strategies are critical.






5 EXAMPLES OF COMPANIES USING CHATBOTS IN HR


1. EIGHTFOLD AI 

Ubisoft is a video game publisher, creating Assassin’s Creed, Far Cry, For
Honor, Just Dance, Prince of Persia, Rabbids, Rayman, Tom Clancy’s, and Watch
Dogs video game series. 

Departing employees found applying for openings at different Ubisoft locations,
offices, or studios challenging. When employees applied internally, their job
boards would submit their applications through the same ATS used by external
candidates, resulting in misplaced applications. This meant that employees did
not use the system widely, leading to an increasingly low attrition rate and a
perceived lack of career progression within the company. 

Ubisoft sought the help of Eightfold AI. Using Eightfold AI’s Talent Management
solution, Ubisoft implemented its own internal talent marketplace. This
centralized hub contained job openings, projects, gigs, events, and mentors to
increase internal applications’ engagement. It also allowed hiring managers to
identify employees with the skills they need to complete projects. 

As a result, Ubisoft launched its talent marketplace in 28 countries in six
months. Over half of the employees now use the platform to grow their careers.
It has helped improve the company culture and increase employee satisfaction and
retention. 




2. BLOOMFIRE

Aite Group is an independent research and advisory firm specializing in
business, tech, and regulatory issues and how they affect the financial services
industry. 

The company needs the processes and technology to capture and share training
documents, best practices, and knowledge from other employees. They wanted to
improve their onboarding process by providing a single source of information
that could be updated and shared within the organization while encouraging
collaboration among employees. 

Using Bloomfire’s Knowledge Management Software System software, Aite Group
created hundreds of pieces of content for employees. The company’s knowledge
base has helped new employees self-pace their learning by searching and
accessing information by themselves, without the assistance of HR or their
managers. Also, sharing feedback about the knowledge base is encouraged, so
management can measure their effectiveness and make adjustments when necessary. 




3. HIREVUE

National Safety Apparel (NSA) manufactures protective clothing for customers in
industrial environments. The company wanted to find and evaluate candidates
rapidly. They also needed to fill their requisitions faster without hiring a
staffing agency, ensuring they have enough people in their Ohio factory. 

Working with Hirevue, the NSA created a system that allowed candidates to find a
job on the NSA’s website quickly, prescreen for the position, and self-schedule
an interview via text or web chatbot. Recruiters could then focus on
interviewing candidates within a shorter time frame, connecting within days
rather than weeks. The time to hire was also shortened. Candidates receive job
offers within 15 days, 4x times faster than before.




4. LEENA AI

Globe Telecom is the Philippines’ largest mobile telecommunications network,
with at least 86.6 million subscribers. It provides broadband services,
fixed-line telephony, and money remittance services. 

Before, the telco was manually monitoring HR tickets, issues, and queries, which
meant many pending tasks and delays in resolution. 25% of tickets were
unresolved within the set SLAs. Most KPIs were unmet. The lack of automated
processes resulted in inaccurate data.  The telco wanted to reduce the employee
query resolution time from 24 hours to real-time, strictly adhering to
established SLAs and TAT. They also want to gain insights from HR dashboards and
analytics and optimize HR processes within the organization. 

Leena-AI created the AI-powered HR bot EVA, which exponentially enhanced the
employee experience. This resulted in 2.5x faster average ticket resolution time
from 24hrs to 9.5hrs, 4.4x faster average ticket first response time from 8hrs
to 1.8hrs, and 126% better average first response time than the set target.




5. THE BOT PLATFORM

Honest Burgers started as a small restaurant in London and has since grown into
a national group of more than 40 restaurants across the UK. The company uses
Meta’s Workplace to keep their staff connected. They wanted to integrate their
services and applications into the Workplace, so employees could easily access
their work tools, including training. 

With the help of The Bot Platform, the company launched Honest College. This
personalized learning program directly integrates into the Workplace and can be
accessed on desktop and mobile devices. The bot includes bite-sized training
modules, offering lessons related to Honest’s various positions and
responsibilities. Employees learn skills such as time and money management, and
wellbeing.

To date, the program has successfully upskilled 150 waiters to become chefs. It
also led to 15.6x positive ROI achievement within the first year, a 100%
completion rate on compliance training, and a 73% engagement rate from staff on
Honest Ops. 




HR CHATBOT PROVIDERS


HR chatbot
Features and functionalities

XOR AI

Collects candidates’ data conversationally and creates profiles, converting
passive visitors into active applicants. It prequalifies them by asking
questions and scoring their responses. Prequalified candidates are automatically
scheduled for interviews via text, chat, or video that can be completed and
reviewed anytime.

Olivia by Paradox.AI

Greet new employees with tailored offer letters and onboarding forms. Answer
candidate questions and notify candidates of their onboarding date. Send company
new hire documents and communicate job expectations.

SurveySparrow

Offers engaging survey experiences through chatbot integration:

• Design an engaging video survey showcasing your company culture.

• Conduct quarterly or bi-annual employee surveys to inquire about employees’
satisfaction regarding their jobs & benefits.

• Share employee pulse survey results to measure employee engagement

• Know when an employee needs training and schedule it. Evaluate employees’
knowledge via assessments, quizzes, and auto-score their responses. Collect
employee feedback about the training for improvement.

• Set up an all-in-one employee portal where employees can create ad hoc
employee requirements, submit incident reports, and submit leave or time-off
forms.

• Conduct exit interview surveys and use the feedback to make the culture
better.

Jinie by PeopleStrong

• Learning and development: An intelligent, AI-powered talent coach, it gives
personalized recommendations based on an employee’s career path, succession plan
& individual talent profile. Advise employees of their career paths and
encourage them to complete goals (OKRs).

• HR helpdesk: Employees can request their leave balances and holiday calendars.
They can also access work policies and other employee documents.

• Employee engagement: Experience AI-driven daily pulse check-ins and in-app
messagingAutomate surveys across the employee lifecycle.

• HR analytics and actionable insights: Screen resumes for faster and smarter
recruiting. Gauge team morale with pulse report. Provide constant reminders on
OKRs and check-ins to ensure high-performance.

Yellow.ai

• HR Helpdesk: Address daily employee queries, including IT support, password
resets, hardware requests, HR policy FAQs, leave applications, pay slips, and
conference room bookings.

• Recruitment analytics: Analyze job applications and provide insights to the
hiring team by crunching large volumes of conversational data.

• Onboarding: Automate the onboarding process for new hires, from document
submission and background checks to dispatching welcome kits.

Workato

• Employee referral bot: Ask employees to refer friends to fill open positions:
Notify employees of new openings in Slack/TeamsAllow them to submit referrals
instantly. Notify them of any referral bonuses that exist.

• Wellness bot: Create wellness plans for employees: Set fitness remindersShare
mindfulness techniquesCreate company-wide health challenges.

• Buddy bot: Build strong professional and personal employee relationships:Allow
employees to set up virtual lunches with other teams and departments Match
‘mentors’ and ‘mentees’






TO SUM UP

HR chatbots can help HR professionals with admin intensive tasks, freeing up
valuable time that can be better spent in providing value for the business. From
addressing basic employee concerns to providing HR services, chatbots have
enhanced how companies attract, serve, and retain employees. As technology
evolves, we can expect even more advanced and effective chatbots to further
improve HR functions and employee experience. 

However, HR professionals should remember that chatbots shouldn’t replace the
human touch in human resources. There should be a balance between technology and
human involvement to receive the best benefits. 



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GEM SIOCON


Gem Siocon is a digital marketer and content writer, specializing in
recruitment, recruitment marketing, and L&D.


LEARN MORE


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Contents
How HR Chatbots Can Improve HR Processes (Includes Company Examples)

What are HR chatbots? 
The advantages of using HR chatbots
The disadvantages of using HR chatbots
5 examples of companies using chatbots in HR
HR chatbot providers
Relevant Articles
FMLA Abuse: What It Is and How To Detect and Prevent It
HR in Healthcare: How To Tackle Challenges and Retain Top Talent
The 7 Core HR Processes: Your Ultimate 2024 Guide
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