The COVID-19 pandemic has birthed a new work culture setting the new normal of remote working. With complete digital transformation, businesses struggled with connectivity, communication, and onboarding. The employee experience was at the risk of decline.
To accommodate this new shift, a new employee experience needs to be designed. Employee engagement needs to be more immersive, guided, and seamless. Your employees should always feel connected and never isolated. Seeking assistance should not feel like a monumental task. Enabling all of this will need some influence of AI-driven technology.
Business leaders across the world realized that AI chatbots can be leveraged to offer human-like support, and eliminate many mindless processes. Chatbots can quickly assesses or retrieve information, automate generic tasks and respond to queries. It can ideally support your agents anywhere at any time.
Admittedly, chatbot adoption is on the rise. Employers are deploying chatbots for several internal processes such as IT, HR, Purchase, L&D, and Admin. In return, employees are being trained on how to reap the maximum benefit of these bots to improve productivity.
What are Chatbots?
How to Automate Employee Engagement?
How AI-Chatbots Can Improve Employee Life-Cycle?
Chatbots are computer programs that can emulate any human conversation or process enabling humans to interact with devices. Chatbots are created with different levels of complexities. While some can answer simple queries, others can automate tasks and hold a conversation.
Chatbots are driven by automated rules, machine learning, and natural language processing. There are two kinds of chatbots:
Rule-Based Chatbots: These are chatbots that can perform only one or limited functions. They are driven by well-defined rules and doesn’t have the capability of conversational AI. Example: Chatbots which can collect leads from websites or social media.
Conversational AI Chatbots: These are conversational chatbots that can perform many tasks and can drive a conversation. Powered by NLP and multilingual capability makes it is far more versatile. A good example is the one on our website, where you are reading this blog.
Businesses have started to deploy dedicated chatbots for every department, pertaining to their unique needs. However, multiple chatbots can lead to operational dysfunction and chaos. To avoid any confusion, it is better to have a centralized chatbot that can command over an AI-driven chatbot system. In terms of Lord of the Rings, one bot to rule them all.
Here, one singular bot will run only multiple rules. Based on them, it will assign tasks or retrieve information through other chatbots working this singular bot. This singular bot is technically known as an aggregator bot. For example, a business can have four chatbots for four specific departments. Now the employees can access information from all four specific departments from a single platform.
Let’s consider the benefits of such a setup:
AI chatbots can resolve many basic issues that employees face daily. Without bothering the manager or HR, employees can become self-sufficient which is a priority in the hybrid or remote workspace. It can respond to questions, impart speed into processes, initiate real-time problem-solving, and assist in a quick resolution. The employee experience can be completely transformed and adjusted to the new work culture. Let’s see how:
The employee’s life cycle starts from the day of recruitment. It is important to engage the employee rightly in this step, or less you risk losing a good candidate. Chatbots help aspiring employees across different channels. If a candidate has any queries or issues, the chatbot can offer a quick resolution. In fact, chatbots can help in the following:
Chatbots can seamlessly enable your entire recruitment process and to top it all, it is essentially remote-friendly.
Employee onboarding is another gigantic task, especially when done remotely. As a plethora of legalities are involved in this process, it is easier to rely on a chatbot. Chatbots can automate several functions to ensure no boxes are left unchecked during this process. It can collect employee verification details, sign up for employee insurance and update the employee on their team members and company values. In fact, when chatbots are paired with the Video-Chat solutions, it can be used to perform KYCs easily. Thanks to geotagging, the employee can be easily verified remotely.
Many employees struggle in unhelpful workspaces. It is one of the primary reasons why they feel demotivated. It is vital to retain your employees by assisting them throughout their employment.
Employees already have a lot of tasks on their plates. Amidst this, bothering them with pesky problems like delayed product information, or HR issues is poor management. Instead, leverage a chatbot for all queries. As discussed before, an aggregator chatbot can retrieve multiple information. For example, if a sales representative needs product information, they can use the chatbot for information while being on call. This makes his job easier and strengthens his faith in management.
Every employee wants to stay updated on their leave balance, vacation days, and taxation benefits. With chatbots, you can automate the entire process. Chatbots can easily help your employees with tax related information and opportunities. It can also help them save their vacation days and sign up for reimbursement. Chatbots can also notify employees about rewards, incentives, gift vouchers or any other HR updates. The reason this should be done via a chatbot is because it reduces cost-per-contact and can assist employees around the shift.
When quitting a company, employees need to resolve many pending affairs. Employees have to find out their notice period, resolve any pending project work, return any allocated device and find out pending arrears. All of this requires active communication and monitoring.
Chatbots can easily automate these processes without requiring much HR interference. It will easily notify the employee on their last day and remind them to return all devices and ids. It also eliminates the need for any forms to be filled or letters to be generated. Instead, it digitizes the entire process.
According to Gartner, around 70% of offices will deploy conversational AI for their internal processes. A good chatbot solution will always do away with repetitive processes, all the while also retrieving any information at any time. The CZ-Bot can allow you to do the same and more with our Video-Chat integration. It is the perfect software to sustain your employees during remote work.
Author Bio: Sweta is a passionate technical writer with experience in digital marketing. Outside work, she is a devoted Esports advocate.