Conversational User Interface – Chatbots in HR Tech #futureofwork

We started to interact with computers by typing commands using programs in DOS. Then we used clicks to get things done in Windows. With the advent of Smartphones, we started moving from clicks to tap. And these days we are conversing with Smart Speakers like Alexa, Siri, Cortana, and Google Assistant. Just to note that according to Loup Ventures, Google Assistant is smarter than Siri, Alexa, and Cortana.

You want to rearrange your shift schedule and you say ‘HeyAlexa’ or ‘OK Google' and it's done in a few moments. Similarly, if you want to know about company rules, practices, salary slips, or any other information and you get it by simply asking your Chatbot / Smart Speaker. Now we can provide AI-based CUI-Bots to help our employees to get the relevant information for smarter decision-making.

It sounds easy and convenient freeing you to focus on your strategic priorities. Recently we have witnessed enormous developments in the field of Artificial Intelligence and Machine Learning. Specifically Natural Language Processing (NLP), Natural Language Understanding  (NLU) & Conversational User Interface (CUI) or VUI.

In short, according to Wikipedia,

• CUI is the platform that helps us to interact with computers using natural language.
• A chatbot is a category of CUI.
• Chatbot & Virtual Assistant both are software programs that we use.
• And Smart Speakers is the device with integrated Virtual Assistant.

Holger Muller, VP & Principal Analyst, at Constellation Research, kindly confirmed that "Chatbots and Virtual Assistants are the same. The latter is the newer term. But both do the same task.”

You must have seen similar Videos while surfing through Social Media. According to Oracle video, there will be 10 billion connected mobile devices by 2021. It further states that ‘Messaging Apps' is the most used app category, like WhatsApp, WeChat, and FB Messenger. Half of the world population (approximately 4 billion) is using Messaging Apps. Messaging has emerged as a dominant online activity according to Deloitte article as well. And Chris Messina suggests we are moving towards "Conversational Commerce".

Hence companies are using CUI-Bots (which are easily deployed in messaging Apps) to effectively interact with people. Natural Language Processing and Machine Learning enable CUI-Bots to automatically respond to thousands of queries with relevant and customized answers. You don’t need to Search, Call or Email for information. You just need to type or ask. For complex issues, the bot forwards you to the Staff Experts.

“Messaging is the new browser and bots are the new websites” – Mike Roberts, Head of Messaging @ KIK 

According to the Deloitte Trends Report, “Technology is advancing at an unprecedented rate. Individuals are relatively quick to adapt to ongoing innovations, but organizations move at a slower pace.” Even Oracle article suggests that there is a big disconnect, 90% of employees are comfortable interacting with Bots, and very few HR Professionals deploy AI in their organizations.

HR has a unique opportunity to fill the gap. We can help Leaders and organizations adapt to technology. We are seeing a similar trend where people are using CUI-Bots (Alexa, Siri, Cortana, and Google Assistant) at their home. Now we can offer them similar experience at work by providing them access to those tools at the office. Some experts call it ‘Consumerization of HR’.

Josh Bersin has published a comprehensive report on ‘Talent Trends – HR Technology Report 2018’. He advocates, “making HR transactions easier, more automatic, and more intelligent.” He further says that HR Tech buyers are now comparing HR Softwares by ‘ease of use’ instead of other important parameters.

Josh says that “there is new demand for platforms that let employees get answers to their questions, submit transactions, look up information, or get critical help in the easiest possible way.” He states that they were early solutions in this category, called ‘self-service platforms’.

Josh says that many vendors have since built similar systems, including Aon Hewitt, Conduent, Deloitte, Dovetail Software, NeoCase Software, NorthgateArinso, Oracle, PeopleDoc, Salesforce, ServiceNow,  SuccessFactors, and Zendesk. Josh highlights the significance of CUI-Bots with the following statement, “Just imagine these kinds of interfaces connected to your HR system and the volume of transactions you could automate.”

Where can we deploy CUI-Bots in our HR Processes:

Recruitment –

• Pre-Hire Assessment: Once candidates submit their applications through ATS, Chatbot can contact the candidate and asks them pre-screening questions. An intelligent Bot can efficiently handle a vast number of applicants during the pre-screening process. Bots will acknowledge their application and keep them in the loop throughout the hiring process. Bots can also answer follow-up questions and schedule interviews.
• Interviews: Apart from scheduling the interviews they can also complete Video interviews with candidates while analyzing body language, keywords, and tone.
• Reference Checks – The CUI-Bots can contact given references on behalf of the organization and collect pertinent details. 

Onboarding– The CUI-Bots can assist in completing formalities and provide necessary information including their role and Team members even before day one. While complying with a checklist they can also recommend courses during the first 90 days.

Coaching– IBM – Watson career coach understands employee interests and preferences to recommend opportunities within the company and also suggest career plans.

Performance Management– We can initiate the appraisal process using Bots with notifications for regular Check-ins. It can simplify and automate Goal – Performance tracking.

Employee Engagement & other Surveys – A few days ago I saw this interesting AI Bot  (Video) used for employee surveys with an option to submit ‘anonymous feedback’. We can use them for similar surveys like Onboarding Survey, Exit Survey, Salary Survey, Pulse Survey, Benefits Survey, 360⁰ Survey, Attitude-Opinion-Satisfaction Survey etc.

Learning & Development – For the lasting impact of our training initiatives Bots can work as a mentor, facilitator or instructor. As suggested by Josh Bersin, Bots can help employees learn in ‘the flow of work’ without moving away from the apps they are working in. For in-depth details read this impressive article by Paul McElvaney.

Help Desk-ESS- Service Delivery – No matter what you call them they are a common way of providing required information to employees. This process was automated using Intranet, Employee Portals, Employee Self-Service (as earlier mentioned by Josh Bersin). Bots can quickly answer employee queries. For complex issues, they can forward them to Staff Experts.

Attendance – As shown in the above Video, we can use Bots to track employee attendance. There are options available these days to add Bots using plugins for Microsoft Teams or Slack. Employees can also attach their selfies.

Compensation & Benefits – Arrival of AI had enabled companies to easily manage personalized  Compensation, Benefits, and Incentives for Millennials and other employees. Employees can interact with Bots to convey their preferences and also get the required insights to make informed decisions. We can save costs by deploying Bots to efficiently address employee queries. Bots can also automate common data entry tasks for effective payroll management.

Workforce Management– Bots can reduce the burden involved in Workforce Management process by managing workers, shifts, and schedules. Employees can easily manage their shifts while supervisors ensure optimum utilization of available resources. For details, you may read about collaboration between Kronos & Microsoft Teams.

If you think we can add value using CUI-Bots for other HR processes please give your suggestions in the comments below. 

Benefits of using CUI-Bots:

• They are easy to use, e.g. instead of going through the portal, a website for getting information, one can easily ask or type what they want at any time.
• Unlike going through several clicks in the process one can accomplish a task using one verbal command. Like “Give me details of open positions for the Marketing Department, and email that to John”.
• CUI-Bots require little or no training. They not only understand the natural language but also interpret it to take necessary actions. They can handle a vast number of queries at any time.
• Bots handle several apps at the same time. As stated in the earlier example, getting details of open positions from one app and sending email using another.
• Allow non-expert users to easily interact with complex applications.
• Reduce costs and enhance efficiency by automating Self-Service while improving User experience and satisfaction.
• Quickly and easily deliver relevant information while complying with internal procedures.

Limitations of CUI-Bots:

Noisy Offices: According to George Lawton first we will use CUI-Bots in Conference Rooms or partitioned offices where they can differentiate between voices. The noisy workplace may limit their effectiveness. Practically it is impossible for employees to complete certain confidential tasks using CUI-Bots in open offices.

Password Protection: The available CUI-Bots provide limited options for authentication. Even if we use voice passwords someone may overhear them.

Complex Tasks: CUI-Bots are unsuitable for complex problem solving and other tasks for e.g. detailed data analysis, reconciliation, and nested processes (processes within processes).

IT Security: This would be another important concern for companies while deploying CUI-Bots. Since they need access to confidential HR information about our employees. Hence consultation with IT experts become mandatory for necessary precautions.

Legal Compliance: Complying with Legal requirements would be necessary for effective implementation of these tools. Especially compliance with General Data Protection and Regulations (GDPR) and similar legislation.

Regional Languages: In a country like India we have so many regional languages. Where same words have different meanings in different languages. CUI-Bots may be unable to understand these issues.

Empathic Listening: According to research conducted at UCLA by Albert Mehrabian, “Communication is 93% Nonverbal.” (7% Verbal, 38% Vocal, & 55% Facial) However, the authenticity of this statement is questionable according to academicians. Some say two-thirds of the communication is non-verbal. "The most important thing in communication is to hear what isn't being said" - Peter Drucker. Can we expect Bots to understand that during a crucial interview?

Stephen Covey suggests using empathic listening for effective communication. In addition to spoken words, it involves considering ‘meaning' and ‘feeling'. Can we expect CUI-Bots to acquire this capability for being effective in the workplace?

We will conclude using a quote from SuccessFactors article

“HR software is on the verge of a chatbot revolution, ushering in “conversational HR” where processes are streamlined, efficiency is maximized, and communication and engagement is improved.”