“We live in an age where anyone can communicate anything to anybody on the internet, which can cause problems for companies” - Provino It’s become increasingly tricky to manage people, especially the new generations and their changing employee demands. Software automation presents a great opportunity to produce a more wholesome approach to the team dynamic, alongside partnering with leadership and managers to improve employee wellbeing, performance, engagement and motivation. Often, HR has to step in and manage employees on behalf of other managers in the business, who need to realise they are part of the whole and not an individual. “There’s a big lack of knowhow in that environment.” “Often managers or leaders have a title but do not always understand their role as people managers,” confirms Provino. But, what exactly are these tasks? From an HR perspective, the introduction of chatbots means that HR professionals can focus more on management training. We always hear that introducing a new technology, in this case chatbots, will help free humans up for less mundane tasks - as mentioned above. Indeed, the whole of the customer experience. Chatbots - key in improving customer engagement, retention and experienceĬhatbots are proving to be a fundamental tool in improving customer engagement and retention. I’m a firm believer in any type of software that can give us more intelligence about employee behaviour, potential talent and compliance standards” - all in the pursuit of making employees lives easier, while providing more of an analytical view of what’s happening in a business. “That leaves the HR professional to actually focus on other things, which are more important to businesses. “Now, it’s much easier to go on a website, internally or externally, click chat and have a direct response,” continues Provino. The software is becoming more malleable, more aware of human emotion and more capable of being able to respond to employees directly. These tasks can be mundane and are ripe for autonomous disruption.Ĭhatbots, combined with technologies such as artificial intelligence, are advancing. ![]() ![]() Chatbots: part of the HR solutionĬurrently, HR professionals in large organisations can spend “a lot of time on the phone, chatting with employees and so on,” says Julie Provino, MD, International HR director at VeryHR. The modernisation of HR - necessary in organisation-wide digital transformation efforts - requires a combination of chatbots, robotic process automation (RPA) and continued human involvement.
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