Challenges of Using Chatbots for HR
Unlike with customer support or IT Help Desk bots, HR bots handle personal identification information (PII)/sensitive personal information(SPI) of an employee. Therefore, the following areas should be well-thought-out before fully embracing bots for HR:
Challenge #1: Information Security
HR bots must ensure all data is fully secure
Many enterprises using traditional on-premise HR management systems (i.e. Peoplesoft, Workday, SuccessFactors) must ensure their information does not to leave their corporate firewall.
All HR data in flight and data at rest should be encrypted and fully secure. Depending on an enterprise’s security requirements, HR professionals should look into an on-premise, hybrid, or cloud deployment models for HR chatbots.
Challenge #2: Legal Boundaries
HR bots must account for company ethics and legalities
HR chatbots should strictly operate within its permissible swim lanes.
Let’s take an example of an employee question:
“What is the best health plan for my family? My kid has a health condition.”
A chatbot should not provide a specific answer to the above question.
Rather, it should defer the employee to a generic link on how to choose plans. HR managers would lose sleep if the bot started recommending health plans on a case-by-case basis. There are various legal and ethical consequences that exist when relying on AI to fully automate such requests.
For this reason, it is imperative that HR bots are built with very strong enterprise NLU capabilities to deal with more complex employee requests.
Challenge #3: Bot Extensibility
HR Bots must be easy for an HR dept to improve/expand
As an enterprise evolves, the skills of HR bots must evolve with it. For this reason, it is important for HR departments to be able to easily extend the bot with more skills and capabilities.
This is only possible if you select the right enterprise AI chatbot platfom which includes visual tools to add new bot skills without any coding.
Challenge #4: Audit Logging
HR Bots must preserve all interaction for auditing purposes
Every employee interaction with the chatbot should be vaulted by the bot for future data-retrieval purposes. This way if an auditor ever comes knocking, the HR bot will be fully prepared with all the HR data you require.
As workforce demographics continue to get more distributed and accustomed to mobile communication, enterprises must embrace AI chatbots to streamline their HR processes.
There are 7 ways in which enterprises can use HR bots to drive increased labors efficiencies, reduced costs, and better employee experiences:
- Company Policy FAQs
- Employee Training
- Common Questions
- Benefits Enrollment
- Annual Self-Assessment/Reviews
AI-driven automation in each of these areas can streamline how enterprises train, manage, and work with seasonal, temporary, part-time, and full-time employees. However, it is important to consider the challenges surrounding information security, legal boundaries, extensibility, and audit logging when making the decision to get started using bots for HR.
It is clear that chatbots and AI will become an integral part of any enterprise digital transformation strategy. Let 2018 be the year when you use HR bots to revolutionize your enterprise HR experience.
Check out Parlo HR Bots to learn more.