EY Started Using HR Bots, Here’s 3 Things They Learned
2019-03-27

Going into 2018, the biggest hype in HR was surrounding the use of AI technology. Now, over 9 months into 2018, while AI and chatbots are still relatively new avenues in world of HR, many multinational corporations has started exploring the use of AI as a way to elevate their HR function.

As one of the Big Four leading accounting firms, EY has also experimented with the use of AI and chatbot in their HR function. Here’s what they found in their experience with their internal HR bot.

 

1. The Many Different Interactions with HR Bot

As noted by Penny Stocker, Global Leader of HR Services at Ernst & Young, and person leading the EY on this exploratory project to incorporate AI Chatbots in HR, different segments of people interacted differently to the HR bot.

Perhaps not so surprisingly, is the idea that the younger generation would find the use of a chatbot in HR less intimidating. However, more interestingly was in looking at how people of different ages were actually interacting with the HR chatbot. Millennials in particular were more likely to treat the chatbot as an actual human, testing the extent of it’s understanding in a fun manner with questions like, “Are you married?”

 

2. Cold Nature of Feedback

The nature of machine learning means that as more people interact and provide feedback, the more accurate and useful they are able of becoming. Pertaining to the feedback towards the HR Chatbot, people were far more likely to provide negative feedback on issues, indicating when the bot is either incorrect or not helpful. Conceivably, this may be due to the perception of AI technologies and chatbot as mere tools, informing HR teams the need to promote new communication strategies around the tool, encouraging the use of positive reinforcement.

 

3. Human Error Pointing to a Case of Success

The core purpose of utilising AI technology and automation systems like chatbots in HR is among other purposes, to free up the HR teams resources. Rather than having people work tirelessly around the clock over repetitive administrative work, the use of AI technologies allows HR teams to focus on strategically engaging the workforce, bringing higher value to the company.

A specific incident that pointed to the success of this cause was when the bot provided a seemingly incorrect answer to the HR service delivery team, just to find out that it was the team who had been mistaken. Apparently, the policy had recently been changed, with the bot picking up on the amendment which the team had missed.

 

What Can We Learn from the Rise of AI Technologies in HR?

As more organisations experiment with AI technology in the realm of HR, it’s becoming evident the need and desire for HR professionals to perform more strategic functions. A major caveat for adopting such technologies is in the fact that it is not a solution for all. Looking to optimise your HR function but not quite ready for adopting AI technology?

Aside from AI, there’s many other ways to optimise your HR function. As an alternative, HR outsourcing provides a feasible solution with a lower barrier of entry. By outsourcing tedious functions like payroll processingwork visa applicationrecruitment, and other HR tasks to HR outsourcing professionals, in-house HR teams are able to free up resources and focus on bringing about high value propositions, engaging employees and providing valuable insight to drive business decisions. Links International is an award winning HR Outsourcing service provider, check out Links' main website if you’re interested to learn more.

 


Links International is an industry leader in innovative HR outsourcing with services such as payroll outsourcingvisa applicationEmployer of Record (EOR), recruitment and more! Contact us for more information on how we can help leverage your HR function.HRO Banner

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