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LEVERAGING ARTIFICIAL INTELLIGENCE FOR HR "RAD" WORK

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Guest post: Thanks to our partnership with Leapgen, we're delighted to have
contributions from their team of experts. Thank you to Gail Krieger for sharing
her wealth of knowledge in the field of Digital Employee Experience.

 

The workforce has grown accustomed to searching on Google or asking Alexa a
question to get the answers they need. We all have a cell phone and answers to
virtually every question can be found in moments using your handheld device.
This type of consumerized experience can be applied for more rapid and efficient
ways of obtaining  answers in the workplace. Across an enterprise, knowledge
base articles and Artificial Intelligence (AI) like chatbots can help find
answers to “RAD” (repeatable, auditable, and documented) questions from
employees. As you investigate the best ways to digitally support your employees
in the most frictionless way, consider the concept of “Hearts, Heads, and
Hands”. 

 

Hearts represent those interactions that require a human touch and empathy. For
these more sensitive interactions, HR would likely work directly with employees
who may need to have a direct conversation for such areas as career growth
opportunities or a family health crisis. In these situations, HR can offer
emotional support and reassurance. 

 

Heads represent data analytics opportunities where interpretations and
conclusions may be made based on a combination of information. It requires
critical thinking; dissemination of information and drawing conclusions based on
data, market conditions, and business needs is also best handled by
professionals who have the training and experience to develop ideas and employ
initiatives to address workforce and organizational needs. You might consider
Hearts and Heads work as the core competencies for HR professionals.  

 

Hands represent those times when there are common requests that can easily be
solved by providing fact-based information for an individual to access and act
on without support from others. This type of work is typically repetitive,
non-critical-thinking work, which leverages existing documentation. Hands work
in the context of AI provides interactions in real-time, without having to take
HR professionals away from the strategic Heads work or the empathy-driven Hearts
work.  


Digital Touchpoints



 

Let’s back up a bit and look at some background on the market. According to
Gartner, robotic process automation (RPA) remains the fastest-growing software
market for improving operational efficiency with tactical automation. Repetitive
data entry tasks can be automated entirely using these tools. Over time, the
tools have evolved to do more. Using machine learning and bot functionality, RPA
tools have become more dynamic, enabling a broader set of automated tasks (not
just data entry, but also other actions such as approvals, conditional actions,
etc.). If you have tasks that are RAD, these are good candidates for RPA. AI is
a form of RPA that has found its way into almost every facet of our lives. While
the concept of bots may have initially struck many people as impersonal and the
thought of carrying on an online 'conversation' with a machine might feel
unsavory, the fact is, chatbots are useful and create efficiencies for the
person interacting as well as the business employing the solution.

 

Chatbots are a natural evolution of Human Resources employee self-service.  An
example of where it makes sense to incorporate Hands work using HR chatbots is
the recruitment process, where bots can direct applicants to open roles based on
keywords and language on their resume or application.  Bots can also identify
recruiter availability and offer scheduling/rescheduling interviews for
candidates. Another interesting place is employee benefits and policy inquiries.
In this case, examples of use cases for HR bots include inquiries regarding PTO
eligibility, how to find a doctor participating in the company health plan, or
instructions on how to request a family leave. Additionally, learning and
development teams may consider the use of HR chatbots as a virtual HR helpdesk
for supporting employees in identifying training courses that correspond to
their career growth aspirations. Sticking with the learning and development
topic, HR chatbots can suggest educational opportunities to hone specific skills
based on the inquiries from employees.

 

When developing your HR chatbot program, it isn’t enough to identify, purchase
and deploy a technology tool. Chatbots vary in levels of sophistication and
functionality, therefore, care needs to be taken when focusing on how your HR
chatbot will interact with people. Considerations should include the
conversational style that is appropriate for your company culture and employee
preferences. For instance, some organizations are quite formal while others are
more casual. The chatbot language should reflect the style that works best for
the company culture.  

 

"When developing your HR chatbot program, it isn’t enough to identify, purchase
and deploy a technology tool."

 

Developing personas that represent your workforce will help you to understand
the ways in which people enjoy communicating as well as where and when chatbots
can add value. Once you know how your workforce prefers to interact with AI, you
can take it a step further to identify where there is friction in the current
employee/HR interactions.  When you take the time to listen to your employees
and ask about examples of positive experiences and those that are challenging,
you can identify opportunities for improvement and design HR chatbot experiences
that resonate with your workforce based on their needs, wants, and desires.  

 

Employee interactions with HR chatbots that result in positive experiences will
encourage employees to leverage your HR chatbots in the future, reserving direct
interactions with your HR team for the Hearts and Heads work which are the
moments that matter for employees.

 

About the author

Prior to joining Leapgen, Gail began her career in Human Resources Operations in
various industries including financial services, pharmaceutical, technology,
retail, manufacturing, and non-profits. Her passion for enabling efficient
processes led her to system deployments including UKG, Ceridian, SAP
SuccessFactors, and Workday. 



Gail holds a Bachelor’s degree in Sociology from SUNY Oneonta as well as a
Master’s degree in Human Resources Management from NY Institute of Technology.
Gail is a Certified Global Professional of Human Resources (GPHR) and is a
Global Remuneration Professional (GRP).  She is a Prosci Certified Professional
and is Six Sigma Green Belt Certified.

Published September 17, 2021 / by Gail Krieger

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