Will chatbots do HR in the future

New normal - with chatbot and AI in human resources

The following article is dedicated to the adaptation of AI (artificial intelligence) in the field of human resources: The technology “chatbots” can contribute a lot to digitization in companies and especially in HR. Read everything you need to know about the functionality, possibilities and limits of HR chatbots with AI.

New Normal - New Normal

Since the beginning of the Covid19 pandemic there has been constant talk of the "New Normal". Some already have precise ideas about it, for others it's just a veiled bubble. "Normal" rethought - that indeed leaves room for interpretation. But also freedom to think new ways and get involved. In many industries, maneuvering into a permanent home office is considered a boost for digitization. Even companies or areas that previously lagged behind were now forced to catch up. As far as the technology was concerned and, above all, the mindset. And it worked. Even in HR departments, which were still considered to be the worst digitized areas in companies. According to a recent Haufe survey, the human resources experts themselves rate the digitization potential in their area higher than the average of the respondents (from various corporate sectors).

HR chatbots with AI (artificial intelligence) on the rise

Now that there is greater openness, experts also assume that disruptive technologies will be used even faster. The chatbot is an innovation that can be easily introduced into companies. This is a system that is integrated on websites or in messaging platforms and answers user inquiries automatically (with the help of AI (artificial intelligence)). They are useful wherever communication takes place. They can be used in many ways, especially in the human resources area: HR chatbots can provide support in the HR service center, in the eLearning sector or also for inquiries that are highly topical, such as corona regulations. And the result? The employees benefit from the automation and thus short response times, while HR shines with 24/7 availability for numerous incoming inquiries.

When does it make sense to use an AI chatbot in human resources?

The absolute USP of a chatbot is the time it saves, because the digital assistant handles the recurring inquiries. This leaves the human resources experts more time for more complex topics. Of course, before introducing an HR chatbot, a detailed cost-benefit analysis is recommended; the most important parameter here is the time required for routine work.

The introduction of an HR chatbot with AI also makes sense if you want to market yourself as an innovative employer. However, in order to really do something FOR your employer brand, you should strictly pay attention to a high level of user-friendliness during the implementation. So rely on a strong software partner who will give you the best advice on both the possibilities and the limits.

AI in HR needs a human training partner

If the AI-based speech recognition does not recognize a user request, it tries to find out the rough intention through queries or a decision tree. At the same time, this represents a self-learning AI. And here lies the trap: Users can mislead the human resource chatbot by entering wrong intentions multiple times. Or an error creeps in because the AI ​​uses insufficient data sets. Therefore, a trainer is recommended for monitoring such chatbots. This receives a list of the unrecognized requests as well as a list of key terms that contain the short answer. On the basis of these documents, the trainer can reassign inputs that have not been recognized. This "training" is generally carried out by the provider of the AI ​​chatbot, so that there is no effort for the user (e.g. the HR department).

Chatbots in Human Resources: Examples from Business

The Nestlé Group had a chatbot developed for HR based on the SAP cloud platform, which provides information and HR key figures and even presents them graphically. The provider 1000 Grad set up a compliance chatbot for Deutsche Telekom, which gives recommendations for correct behavior, names suitable contact persons or refers to the relevant guidelines. Haufe also relies on an HR chatbot with AI for standardized HR services inquiries. Questions like "By when do I have to submit my application for parental leave?", "Where can I apply for my interim reference?" or "What is our current corona policy regarding attendance appointments" are pre-formulated in the system and the content can be adapted to the company agreements and collective bargaining regulations of the respective company.