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The global workforce today has the new normal of hybrid workplace models. Businesses continue to meet the expectations of flexibility at work and are rapidly evolving with a view to post-pandemic life. The challenges and benefits of remote working in conjunction with the Great Resignation/Reshuffle have resulted in increased focus on employee satisfaction concerns.
An engaged workforce has many benefits for companies. According to an Forrester survey, 77% of respondents say that employee experience (EX) initiatives have resulted in increased revenues, and a further 50% say the initiatives have helped them achieve their growth goals. In fact, a recent HBS research roundtable confirmed that ensuring a great EX is the cornerstone for delivering a world-class customer experience (CX).
Conversational AI for better experiences
One of the ways organizations can improve both CX and EX is by leveraging AI solutions for conversations. By integrating data sources and intelligent functionality into customer service through conversational AI, companies are already offloading the workload of human agents and scaling their reach across more platforms and channels that customers use.
But applications for AI-based automation don’t stop at just customer support and engagement. This technology offers tremendous value for internal automation of a variety of workforce management activities.
Two key areas for EX automation are human resources (HR) and IT services management (ITSM). According to Gartner, 75% of all HR management questions will be initiated by 2023 through a conversation platform to meet the needs of a hybrid workforce. Deploying dynamic AI agents or advanced virtual assistants in these roles can free up staff time and likely save a company hundreds of thousands of dollars. Based on our calculations, an $8 billion company deploying a dynamic AI agent for a period of three years could see potential savings of up to 65% on their HR costs.
In addition to financial benefits, conversational AI also provides less tangible ROIs that greatly help optimize HR process skills.
Streamlined and fast processes through AI automation
Today’s large companies are striving to improve their internal digital transformation by automating various functions using robotic process automation (RPA). However, deploying the right tool to make the right resource available at the right time is a major challenge they face. This is where conversational AI solutions come into play to bridge this gap by integrating with existing RPA. The parent AI agent enables seamless orchestration between many other AI agents, each responsible for specific functions, to avoid ambiguity by merging information available across all channels into a single interface. Essentially, conversational AI solutions help streamline processes by converging an organization’s current technical suite, without the need to switch between multiple applications and portals.
Dynamic AI Agents
Dynamic AI agents are similar to personal assistants in eliminating redundant and repetitive tasks for both the employee and employer. For example, they relieve themselves by automating meeting scheduling, scheduling reminders to keep employees informed about policies, and providing them with all the basics about leave, compensation and paycheck questions in a few simple texts, helping HR teams to focus on strategic and high-value tasks.
Let’s take an example. If an employee types ‘Unable to login’, the AI agent understands the context and intent behind the query and activates the IT ticket creation workflow in the system. This enables on-point access to everything an employee needs on a daily basis, on demand. The use of such solutions can result in a 70% reduction in ticket resolution time, leading to increased employee productivity by at least 30%†
In addition, organizations can use document recognition solutions for effective knowledge management for an integrated and systematic approach to identify, manage and share an enterprise’s information assets, such as HR policies and procedures, with the right people at the right time.
Document cognition, as a technology, enables employees to get immediate and accurate answers to their diverse questions from both structured and unstructured data using natural language processing (NLP) and machine understanding. For example, our insights engine follows the three-step process of mapping, parsing, and training to automatically generate FAQs by plugging in over 10,000 documents spread across different systems, such as SharePoint and Google Drive. This provides a single source of truth for both HR and employees, with the insight engine synchronizing with the source and automatically updating frequently asked questions without human intervention.
Enabling continuous learning in the workplace
Dynamic AI agents can support professional development by tracking career and personal goals for employee performance management. Each employee can even get personalized training paths to automatically notify them when relevant programs are launched. The system integrates with an organization’s learning management system (LMS) and allows employees to search and access training resources on-demand.
The Dynamic AI agent uses the data collected through various interactive quizzes and feedback surveys to decode and understand what area each employee needs to develop their skills in and provides personalized recommendations through bite-sized learning content.
The AI agent goes one step further to enable employees to achieve their professional goals when an employee completes a prerequisite course/training required for a particular position, and automatically proposes internal applications that match the interests and preferences of the employee. the employee. The same works the other way around. For example, if an employee is interested in an internal role change and comes across a vacancy, he or she can use the AI agent to get a list of relevant courses to prepare for the job interview, along with other details about the open one. function.
Understand employees better with always-on VOE
AI agents can be used to conduct employee conversation surveys, which have a 50% higher response rate than static forms. Through sentiment analysis, they analyze millions of conversations, regardless of language, to understand how each employee is feeling at that moment. This approach uses machine learning techniques to train systems and uses algorithms to become more accurate in analyzing sentiment.
For example, when an employee asks the AI agent about the status of their delayed monthly repayments and the conversation ends with a “Thank you very much! This is great”, the NLP engine determines that this is positive sentiment and the employee is satisfied with the response of the AI agent On the other hand, in case of negative sentiment, the AI agent responds by either including the employee’s feedback or giving them the option to contact a representative for further attention.
Given the looming recession, the always-on voice of employee (VOE) feature is becoming critical to understanding general employee sentiment in order to effectively maintain productivity and motivation. By leveraging this data and complex neural networks, the dynamic AI agent can identify trends and even recommend employees who may need special attention, helping your teams get the support they need faster and improving retention through data-driven insights.
Improving employer branding and candidate experience
The current workforce consists of Gen Z and millennials who are digital natives and expect seamless and connected experiences from the start, such as when browsing a company’s career page. 76% of job seekers want to know how long it takes to complete an application before they start and they don’t want to complete an application that takes longer than 20 minutes. The main reason is that it provides the candidates with a very disjointed experience.
Today’s workforce understands how technology evolves and expects organizations/brands to evolve at the same pace. They expect that filling out such application forms should take no more than a few seconds. By deploying dynamic AI agents on a career website, organizations can provide 24/7 support to candidates browsing and wanting to learn more about the position, application process and organization. The candidate can upload their resume in one click and the platform will retrieve the candidate’s data and feed it back into the internal system or other HCM solutions such as SuccessFactors/Workday.
Once the dynamic AI agent pre-screens the candidate based on keyword filtering, the advanced system integrates seamlessly with existing collaboration tools such as Google Workspace and Microsoft Teams to be able to sync the hiring manager’s calendar and notify the candidate to choose from the available slots, notifying the hiring manager to confirm. This reduces the time required to manually run such processes and greatly improves the candidate experience with minimal hassle.
The hiring manager can use the same platform to launch interactive surveys to measure the candidate’s experience along the journey and use analytics to keep improvising on employer branding. Dynamic AI agents can streamline much of the applicant application and application process, reducing onboarding time by 20%, as our data shows.
According to Forrester78% of HR leaders believe EX will be the clearest driver in achieving business goals† Improving employee engagement throughout the lifecycle helps shape their overall experience to align with employees’ expectations of growth and development, establishing a productive environment for both employees and the company. Going further, the relevance of EX to CX and vice versa is an integral part of an organization’s Total Experience (TX) strategy, as internal and external communications do not live in a vacuum, but have real impact on each other and on a company in in general.
Raghu Ravinutala is CEO and co-founder of Yellow.ai†
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