Artificial intelligence and HR or the importance of symmetry of attention
From calculating routes in Citymapper to booking train tickets via Messenger, artificial intelligence is making our personal lives even easier.
If companies now understand the uses that data, chatbots and predictions can have in terms of communication and marketing, HR departments are only slowly seizing on these technologies. However, they are a way of enriching relationships with both candidates and company employees to let HR managers bring added value where their expertise and the human link they can create are the most important. more useful.
Candidate experience and recruitment
Hoping to attract candidates by saying that you are an innovative company is good. Showing them that you really are through your recruiting process is even better.
Some companies have adopted chatbots to create a first link with their candidates and provide them through conversation with the information they should normally look for on career sites. Kiabi has for example launched a chatbot which informs its interlocutors about the job offers which may interest them. After having asked them about their region, their tastes, their job satisfaction, the criteria of the position sought and having sent a video on the company culture, the chatbot shares with the visitor offers likely to meet their professional ambitions, accompanied information on the positions in question. A way to communicate elements of corporate culture within a single interface, where candidates tend to go first to job offers when they arrive on the site, the chatbot also informs them about possible evolutions, presents concrete cultural elements… Elements which filter out candidates who do not feel at all in adequacy with the corporate culture… and can serve as a first basis for interview questions for those who actually apply.
On the recruiter side, artificial intelligence and data analysis make it possible to bring out the elements that differentiate the best candidates: level of studies, university or school attended, previous experiences … The best CVs are not always what you think . Obviously, recruitment remains an individual decision and difficult to delegate entirely to collective data… which can all the same be decisive in helping to make the final choice.
Relations with internal customers
Since we consider the employee as an internal customer, it makes sense to apply assistance methods similar to those used to support external customers (this is the basis of the concept of symmetry of attention): a chatbot to process simple requests and relieve customer service – or rather the human resources department.
Request for a duplicate pay slip, verification of the remaining paid leave, information on RTT and overtime… The requests of HR collaborators are numerous, varied, and do not always require direct human intervention. What if a small chatbot informed your teams about simple requests so you can focus on the tasks you need? As an HR manager, you would then have more time to overhaul the annual interviews, reflect on training plans to acculturate your employees to digital, develop new internal mobility programs. In short, work in depth on the employee experience and career development to retain your best talents.
The provision of tools that let employees have a better grip on their careers is just as interesting in the context of talent retention. What if they could prepare for their annual interview (or any other meeting!) With training suggestions or possible career projections for 2 and 5 years, adapted to their background and their desires? This discussion base can be set up using artificial intelligence, fed with adapted data.
Far from fully replacing HR managers, artificial intelligence is thus a means of enriching the link between HRD, candidates and employees. Your contacts have quicker answers to their first questions and you can bring them real added value. However, be careful not to lose sight of the essential: if certain needs are found from one organization to another, each company has specific needs that must be taken into account when designing a chatbot or a AI to support employees. Think about your needs and get support in setting up your new tools!
Jean-Noel Chaintreuil is the CEO and founder of 231E47.