Using Chatbots in Human Resources

Last Updated on November 22, 2020 by Sean B

Human Resources is one of the most integral parts of a business. No team can survive without leadership and management. The job of Human Resources (HR) is to provide all sorts of management and organization inside an organization.

The global human resources management market was worth about $16 billion in 2019 and Is expected to increase by about 11.7% in the next 8 years. With such a big market, one would expect the market to grow considerably: modernizing or something.

The Human Resources Department is an integral part of makes a business run. It is not a stretch to say that no business can properly execute its working if it does not have a functional HR department. However, doing HR is not an easy job. For businesses, it is a big expense and for employees, HR can be a great struggle to deal with.

Chatbots, a type of artificial intelligence, are finally becoming relevant for HR. We have compiled a list of reasons and facts about using chatbots in human resources below.

A potential employee interviewing with Human Resources.

What are Chatbots in the Human Resources Department?

A chatbot is an Artificial Intelligence (AI) software that is developed to hold a conversation with someone. Think of the movie ‘iRobot’ but on Facebook and messaging platforms instead of face-to-face. Chatbots can automatically interpret what the other party is talking about through special keywords and a neural network, and then reply accordingly.

Chatbots are also known as digital assistants or conversational AI and are a great help for any business. Chatbots not only provide exceptional value to HR but make their work-life considerably easier.

Why Does Your Organization Need a Chatbot?

Just because HR exists does not mean that they can take care of everything, after all, they are humans too. Here are some of the scenarios where you might be needing the help of a chatbot:

  • Large company – the larger the company, the more the employees. This considerably increases the number of employees getting into random problems or needing to hire new employees. In such a case, getting a chatbot can considerably reduce your time and effort.
  • Remote employees – many businesses go global or allow working from home because of the market. In these cases, multiple offices open up in different cities or even countries all around the globe. Using a chatbot can provide a linear experience and keep the entire business system updated on each employee.
  • When HR is too burdened – like we mentioned earlier, HR is only human too. They can only do so many tasks. By using an AI-powered chatbot, a business can considerably reduce the stress on HR without having to invest a lot of money.

A chatbot being used to onboard new employees.

Advantages of Using Chatbots in Human Resources

The following list is by no means comprehensive, but hopefully it will help you understand some of the more important tasks that a Human Resources Chatbot can perform for your organization. Here are a few of the advantages of using chatbots in your HR Department.:

Automation

The most obvious advantage that chatbots provide to a human resources department is the automation of the communication procedure. Automation is important especially if your business is bloated with employees who are looking for every other reason to complain. These are known as ‘chronic complainers’ and are referred to as a workspace blight that just won’t go away.

These blights not only suck away all the productivity and the soul of HR but can also negatively impact the workplace culture and fellow employees’ morale. Instead of consistently spending valuable actual human resources on such blights, it would be more professional to let a chatbot handle that. Chatbots can work consistently over long periods and not get annoyed.

Consistency & Impartiality

One of the underlying requirements and jobs of a Human Resources (HR) person is to be consistent and impartial about their job. An HR person is required to never favor someone over another person. This may sound easy, but this is an especially tough job because someone always knows the other person better. Communicating and registering an employee’s problem while being impartial is one tough job.

A chatbot can provide flawless problem registration and make it easy for employees to submit complaints.

Anonymity

Though it is the job of human resources to be completely anonymous about the complains they are registering, sometimes it can become a hassle for employees to submit one. It has been concluded that one of the major reasons why employees do not register complaints to HR is because they fear getting judged. A chatbot is neutral computer software that has no feelings. It cannot judge nor can it hurt the employee’s feelings in any way.

A chatbot will provide considerably more anonymity than any human being – as long as it is automated and does not collect any personal data.

Available all the Time

Because a chatbot works on top of a computer system, it is available all the time. Whether it be during the dawn of the evening or the dullest dusk of the morning, the chatbot will be available for registering complaints all the time. This means that any time the employee has gained the courage to submit a complaint, they can do so.

Miscellaneous Features

Some miscellaneous features of chatbots in human resources are:

  • Automatically sending SMS and rich-text messages to potential candidates.
  • Referring employees with open roles and doing certain tasks. This can greatly improve the performance of an employee and increase their retention rate.
  • Impossible to annoy because a chatbot will always answer a question.
  • Find potential candidates through a specific database and be able to get their relevant information in no time at all. This makes the screening process faster and less awkward.
  • Professionally handle the process of registering queries with an efficient AI-powered procedure that gets better with every use.

A staff meeting for the Human Resources Department of a new company.

What Services Can Chatbots Automate in HR?

There are countless other advantages to using chatbots, but we think you get the gist of it. Here are some of the services that chatbots can automate for the human resources department:

Automate Parts of the Service Delivery Model

A considerable amount of HR time is invested in managing routine tasks and other processes such as asking the employees for common problems. Instead of registering and dealing with simple or the same problems over and over again, a chatbot can automate the process.

By automating this process of service delivery model, chatbots can considerably increase the productivity and focus of both the employees and HR members high.

Automate Routine Tasks

Routine tasks such as screening candidates and inviting recruits are some of the most important tasks that need to be performed by HR. These tasks need to be performed every time a recruit is to be hired. Looking at the graphs, the average business hires a new employee every few years or so, depending on the size. A big corporate is almost always looking to recruit, while a smaller business can go on for years before requiring a recruit.

A chatbot can completely automate the task of screening candidates and inviting them for interviews through a specific list of commands. For example, if a certain candidate passes a requirement, they can be eligible for X position. By checking how many other candidates have applied for this position and have passed the requirement, they can be automatically allotted a time slot. This time slot can then be sent in the interview invitation. The HR staff can then be promptly reminded of the invitation date so they can prepare.

Similarly, many corporates even rely on more intelligent chatbots to automate the complete interviewing process. An employee is hired depending on how many questions they get correctly. A very good example of a product that can do this is RoboRecruiter.

Automate Registering Complaints

There is a large difference between registering a complaint and getting it dealt with. One of the biggest issues with HR right now is not being able to find enough resources and time to handle every complaint.

By using a simple platform that is accessible to all employees, anyone can send in a complaint automatically, and the chatbot screens through these complaints. By automatically sieving through these complaints and sending only the important ones to HR, Human Resources Chatbots can considerably reduce the time that HR has to spend on dealing with employees.

Automate Certain Tasks

Most powerful chatbots use AI and Machine Learning, this means they learn from every interaction. So your HR department can teach the chatbot to automatically perform certain tasks without them having to do the tasks themselves. For example, tasks like showing documentation to the employee on demand, sieving through the rule book and regulations and making rounds of the database. All three of these things are unique to each organization, but a truly powerful AI-powered chatbot can swiftly learn to perform all these tasks.

A person dressed as a robot for Halloween.

The Best Chatbots in Human Resources

We have compiled a list of the best chatbots that are being aimed at the HR market so you can easily find out what features should be in a chatbot that is aimed at HR:

XOR

XOR is one of the most popular chatbots available in the market right now. It can automate various processes such as complex recruiting and even workflows that work on digital mediums. XOR is compatible with multiple applications such as WhatsApp, Facebook, Skype, Slack and so on. XOR is a cross-platform chatbot and can even be used on an Android/iOS phone to provide its services through SMS.

XOR can provide candidate screening, interview scheduling and all sorts of HR FAQs. Similarly, XOR can also be programmed to register complaints. Though it might be a little expensive, XOR is worth a try for your HR needs.

Olivia

Olivia from Paradox.ai is one of the most complete pieces of software you can find on the market right now. Though not as a chatbot, the company ‘HRTech’ has been made job boards in the early 90s, and then shifted towards making software.

HRTech’s daughter company, Paradox, automates the process of recruitment by inserting their own set of commonly asked questions too, so HR does not have to go through the effort of manually adding these questions at first. Olivia is also one of the more affordable options available right now, especially if you consider how many features it gives.

Talkpush

Talkpush is a pretty global chatbot that can help dramatically reduce the time of screening applicants by being interactive with its Q/A session. It can also detect all sorts of different contexts where the applicant or employee is saying something. Similarly, it can also be used for grading several things. Countless other features make Talkpush one of the best in its industry. In fact, it is being used by McDonald’s, Walmart and even Amazon to some extent to automate their hiring process. Considering how many potential candidates they get every month or so, you can probably guess how powerful Talkpush really can be.

Leoforce

If you are desperately in need of good candidates and don’t want to bother investing in a marketing strategy to lure good candidates in, Leoforce can automate even that procedure. Leoforce, one of the rather dauntingly powerful chatbots available right now, is able to reach out to candidates automatically through the entire web and is able to screen them thoroughly.

After screening, Leoforce even provides the ability to automatically schedule interviews with the recruiters/HR team. Thousands of companies are currently employing Leoforce’s abilities.

Should Your Business Get a Chatbot for HR?

If you have been keeping up with the article, yes, your business should get a chatbot for its human resources department. But this also depends on what kind of business you are running. We listed earlier that as long as there are tasks that are tedious and can be automated, getting a chatbot for your human resources department will considerably speed up the process. However, if your business does not have any tedious tasks, you will only suffer from delays using a chatbot. Even though they are fairly advanced, AI-powered chatbots still need a lot of time and effort to be personalized and start working efficiently.

Final Thoughts

Chatbots have been making inroads into almost every industry and market, so it’s no surprise that Human Resources would be inline for a chatbot takeover. Don’t get me wrong, in most companies chatbots won’t be replacing trained Human Resources employees, but they will change the focus of their work and potentially reduce the number of HR employees needed in some companies. Some of the more repetitive work that the HR department does can be passed off to a virtual employee, allowing the human employees to focus on more delicate work.

If you have further queries, do let us know in the comment section. We hope that this article was able to help shed light on everything you needed to know about the use of chatbots in the human resources department.

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2 thoughts on “Using Chatbots in Human Resources”

  1. HI Sean,

    I’m in complete agreement with you about using chatbots to complete routine tasks, although I’m in two minds about registering specific employee complaints.

    The reason I say this is because, as you’ve quite rightly pointed out, many companies have “serial complainers”, who are ready to email, chat, or phone the HR department at the drop of a hat.

    However, without wishing to stereotype “serial complainers”, in most cases these are people who typically want things their own way. Call it a an overriding sense of importance if you will.

    I’m just not entirely sure how a person like this would react to being dealt with in an automated manner, i.e. they may feel that their complaint isn’t being taken seriously because they aren’t dealing with a human being from the start.

    What are your thoughts on this subject?

    With that said, I actually quite like the idea of using chatbots throughout the recruitment process. There are various tasks that need to be performed prior to inteview, and automating these would certainly be a great time-saver and less of a drain on resources.

    All-in-all, I can clearly see how using chatbots in human resources is a fantastic idea.

    Thanks
    Partha

    Reply
    • Partha,

      I hear what you’re saying about the serial complainers. My thoughts on that are that there will always be situations outside of the norm and it takes humans to deal with them. If I were setting up a chatbot for HR, or anywhere really, I would have a list of any users that abuse the system and escalate their complaints automatically so they can be dealt with by someone with more tact than a chatbot can manage. Often there is something more going on with serial complainers, so they need to be handled carefully.

      For other tasks, like recruitment since you mentioned it, the chatbots could run without these kinds of settings included. One thing I really like about chatbots in the recruitment process is that everyone is recorded and the system can push them towards other positions they might be more suited for if there are multiple jobs open and they don’t quite fit the one they initially applied for.

      Thanks for the comment, I hope that answered your questions,
      Sean

      Reply

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