Chatbots and the Future of Employee Experience
- November 10, 2017
What is the future of employee experience? To get a view, ServiceNow conducted a survey at this year’s HR Tech Conference and Expo, the largest gathering of HR leaders in the world. We asked more than 350 attendees about how their employees find information and answers to questions on HR policies and processes such as a maternity leave, and what they see as the demands of their employees.
The findings show the rapid rise of a new technology – chatbots – which conduct conversations via written or spoken words. But more than that, the survey sheds light on the importance of building better consumerized employee experiences—the heart of HR service delivery.
Here’s a snapshot:
Employees struggle to access key HR policies when they need to, the demand for anytime, anywhere self-reliance rises:
My take is that it is far too difficult for employees to get the information they need, when they need it. Our consumer expectations are not met at work. Let’s face it, employee experiences are not limited to 9 am to 5 pm. Companies need to support their employees whereever they are and whenever they need assistance, globally. Policy and procedure information repositories and knowledge bases need easier and instant access directly by employees and self-reliance is the prevailing expectation of many employees to meet their needs.
HR teams see chatbots as a natural way for employees to get the information they need and adoption is rising
I think this survey underscores the potential and enthusiasm behind new technologies to finally deliver what employees want and need – a consumerized and compelling experience. With self-reliance as the goal, HR teams will start to add new channels to their employee experience rapidly. Chatbots are one path in an omnichannel strategy that is seeing high interest and early adoption now. The benefits of chatbots is that they can direct employees to the information they need at any time. And more sophisticated chatbots can even provide personalized information such as how much time off an employee has remaining in a year or a policy that is specific to that role. Chatbot technology promises to play a defining role in consumerizing the employee service experience.
The big take-away for HR teams:
Before companies think of adopting chatbots and other new intelligent technologies, I recommend they take a step back. These technologies are not stand–alones. Rather, they are part of the broader approach of delivering a consistent, consumerized employee service experience.
Your HR team should ask:
This is an exciting time for HR teams. ServiceNow wants to partner with you on this path. To learn more about how to move ahead, please visit this site.