June 26, 2020
Automated FAQ chatbots for HR
An automated HR chatbot can engage, empower and delight your employees, and liberate your HR team from routine and mundane enquiries.
An HR chatbot is a chance to do human resources and knowledge management differently, with conversation at the centre. For a people-centred discipline like HR, this makes perfect sense. An automated HR chatbot can engage, empower and delight your employees, and liberate your HR team from routine and mundane enquiries. Sound good? Here's how it works.
Cut through the drudge with an always-on team member
Getting a chatbot is a bit like adding an extra person to your HR team. Even better, they work 24/7 to answer all your staff’s routine questions about leave, expense claims, transport, payroll and more, freeing up your HR and admin staff to focus on the more complex (and interesting!) projects they already have on their plates, including learning and development, talent management, retention, recruitment and more.
The 24/7 bit is important. Often it’s after hours when people are thinking about holidays and planning leave. Or, in recent times, when everyone’s been working from home due to COVID-19, it’s been great to have an always-on chatbot that’s there when people have questions.
Empower your team with self-service access to information
Being able to easily find the information you need without interrupting someone else or clicking through endless pages or files is empowering for your staff. They are able to solve their own problems and complete HR-related tasks on their own terms and schedules. They don’t have to wait for someone to get back to them.
Consistent and correct messaging across the organisation
Because you’re in control of what your chatbot says (especially with FAQ Bot, which, thanks to the knowledge base you build and train, can’t really go rogue!), it’s easy to ensure that messaging is correct and up to date. This proved particularly useful during the COVID-19 lockdown – we used our own FAQ Bot, Āwhina, to connect our team to the latest information.
Easier on-boarding of new staff
When you start a new job it can be hard to take in all the new information at once and remember the right process when you need to use it - which may be some months from when you start. With an employee FAQ Bot, there's no need to overload new team members with all the information right at the beginning. They can easily find out how to book leave, make an expense claim or request new equipment - at the time they need that information. And even better, they can find that information via familiar, friendly and anonymous chat.
Learn about your employees' needs
Use built in chat analytics and conversation logs to find out what questions your staff are asking, and how often, in their own words. Then use these insights to build your chatbot's knowledge base and other resources to support your team.
What platforms can an HR chatbot work on?
Chatbots support your teams best when they work on the channels and platforms they already use to keep in touch, ask questions and find information.
We’ve implemented HR chatbots on SharePoint intranets and Microsoft Teams. They can also work on other messaging platforms your team might use, including Slack.
Even if your employee information is spread across a few different places, a chatbot can make access to that more seamless, and become the go-to “person” to ask.
Ready to support your team with an automated HR chatbot?