Back Industry News

The Future Of Work: How Artificial Intelligence Will Transform The Employee Experience Posted on Nov 11 - 2017

Share This :

Artificial Intelligence is on the verge of penetrating every major industry from healthcare to advertising, transportation, finance, legal, education, and now inside the workplace. Many of us may have already interacted with a chatbot (defined as an automated, yet personalized, conversation between software and human users) whether it’s on Facebook Messenger to book a hotel room or ordering flowers through 1-800 flowers. According to Facebook Vice President, David Marcus, there are now more than 100,000 chatbots on the Facebook Messenger platform, up from 33,000 in 2016.

As we increase the usage of chatbots in our personal lives, we will expect to use them in the workplace to assist us with things like finding new jobs, answering frequently asked HR related questions or even receiving coaching and mentoring.  Chatbots digitize HR processes and enable employees to access HR solutions from anywhere. Using artificial intelligence in HR will create a more seamless employee experience, one that is nimbler and more user driven.

Artificial Intelligence Will Transform The Employee Experience

As I detailed in my column, The Intersection of Artificial Intelligence and Human Resources, HR leaders are beginning to pilot AI to deliver greater value to the organization by using chatbots for recruiting, employee service, employee development and coaching. A recent survey of 350 HR leaders conducted by ServiceNow finds 92% of HR leaders agree that the future of providing an enhanced level of employee service will include chatbots. In fact, you can think of a chatbot as your newest HR team member, one that allows employees to easily retrieve answers to frequently asked questions. According to the ServiceNow survey, more than two thirds of HR leaders believe employees are comfortable accessing chatbots to get the information they need, at the time they need it. The type of questions HR leaders believe employees are comfortable using a chatbot for range from the mundane and factual ones; such as how much paid time off do I have left, to the more personal ones; such as how do I report a sexual misconduct experience.

According to Deepak Bharadwaj, General Manager, HR Product Line, ServiceNow "By 2020, based on the adoption of chatbots in our personal lives, I can see how penetration in the workplace could reach adoption rates of as high as 75% with employees accessing a chatbot to resolve frequently asked HR questions and access HR solutions anywhere and anytime.  View More

x

Get the Global Big Data Conference
Newsletter.

Weekly insight from industry insiders.
Plus exclusive content and offers.