By 2022, 70% of white-collar workers will interact with conversational platforms on a daily basis.
Over the past year, amidst the COVID-19 pandemic, the business landscape has transformed completely to herald the emergence of the “new normal” of work. As the world went digital and employees shifted to remote locations, they struggled with connectivity, information discovery, and a host of HR issues.
Business leaders soon realized that designing the new-age employee experience, wherein employees could access meaningful, relevant, and contextual information seamlessly, required the coming together of human and digital components.
Soon, organizations globally started implementing AI-powered chatbots to emulate human support and enable remote employees to retrieve information, automate routine tasks, and find answers to frequently asked questions.
Indeed, chatbots can create compelling benefits for employees and generate enterprise value. Such bots leverage artificial intelligence, machine learning, and natural language processing to automate employee engagement. They operate 24X7 and can handle hundreds of employee requests simultaneously.
As chatbot adoption rises, enterprises have started deploying specialized chatbots for each function or department, including HR, IT, business intelligence, and the intranet. Consequently, employees have to adjust to the varying conversation styles and remember the diverse capabilities of different chatbots.
What if a single chatbot could take care of all your needs and provide consistent employee engagement, right from hiring and up until the employee exits the organization?
As discussed above, with the growing demand for chatbots, enterprises have started deploying separate bots for each of their unique business cases, including HR, IT, business intelligence, CRM, intranet, and much more. The presence of multiple employee-facing chatbots not only requires employees to adapt to different conversational interfaces, but they will also have to constantly switch bots to retrieve function-specific information and accomplish different tasks, leading to a drop in productivity.
How can organizations counter the obstacles that arise due to the fragmentation of chatbots across departments/use cases?
The solution lies in building and deploying an aggregator bot— a centralized chatbot that links individual function-specific bots together.
On receiving input from the employee, the aggregator bot checks their permission levels and passes on the request to the specialized bot. This specialized bot quickly assesses the access level of the employee and responds suitably.
An aggregator bot improves employee productivity and satisfaction by eliminating the need to interact with multiple bots. So, for instance, if an organization has unified the three different chatbots for HR, IT, and the intranet, employees can raise an IT ticket, request salary slips, and access information from the intranet within a single conversational interface.
Learn More: Bots: Why Should Enterprises Bet On Them?
Hence, an aggregator bot offers organizations the following benefits —
92% of HR teams agree that chatbots will be important in directing employees toward finding the information they need in the future.
An employee life cycle describes the journey of the employee with the organization. Before delving deeper into how chatbots help employees progress smoothly through each of these stages, let’s first understand what all employee-facing chatbots can do for your organization.
A single aggregator bot can take care of all your employee needs— right from hiring up until offboarding. Let’s explore the aggregator chatbot use cases in each of these stages.
Mandy has applied for the post of finance manager in XYZ Corporation and is sent a text by Xon, XYZ’s aggregator bot.
Xon: Hello, Mandy. I am Xon from XYZ Corp. I am reaching out to you in response to your application for the position of Finance Manager.
Xon: We see that your skill sets and experience match what is required for the role. Should I go ahead and set up an interview for you with our GM-Finance.
Mandy: Sure. Thanks, Xon!
Xon: Thank you, Mandy. Would November 5, 2021, 3 pm work for you?
Mandy: Umm…I have been working remotely from my hometown since the COVID-19 pandemic started. I still don’t feel safe to step out. Will I be required to travel to your HQ location?
Xon: I see you are based out of Los Angeles. Hence, we can set up the interview over Skype. Is that okay?
Mandy: That would be great. Thank you.
Xon: You are welcome. I have sent you a calendar invite for the interview. Please acknowledge the same.
Mandy cleared the interview and was offered the job. She reached out to Xon again
Xon: Hello, Mandy. This is Xon. Congratulations on the offer. Welcome aboard.
Mandy: Thank you very much, Xon.
Xon: Before we begin with the onboarding formalities, do you have any questions?
Mandy: Could you send me some company-related information I can get familiarized with over my email?
Xon: Sure. Sending you the company overview video over email.
Mandy: Thank you, Xon.
Xon: You are welcome. Now, as part of the onboarding process, please send the following documents to email@example.com:
Enabling employee self-service, automating mundane tasks, answering queries, and providing the required information through 1) IT chatbots, 2) HR bots, 3) Business intelligence chatbot, and 4) Intranet chatbot.
Benefits: faster resolution times, improved incident management, better security, and higher employee productivity
Benefits: access information instantly, reduce cost-per-contact, engage employees with the latest HR updates
Benefits: get valuable insights to the employees’ fingertips, ensure speedy decision-making
Benefits: facilitates knowledge discovery, personalizes employee engagement.
At Acuvate, we use our low-code enterprise bot-building platform BotCore to help clients automate employee engagement from hire to retire. We deploy employee-facing chatbots for various use cases, including IT, HR, Business Intelligence, intranet, etc.
As a Microsoft Gold Partner, we use Microsoft’s best AI, machine learning, and natural language processing technologies, including LUIS, Azure Cognitive Services, and the Microsoft Bot Framework, to build enterprise chatbots.
Our bots are omnichannel and multilingual, and support popular enterprise messaging channels (Teams, Slack, ProofHub, etc.) and languages including French, German, English, Italian, etc.
We also deploy aggregator bots to help our clients deliver consistent and seamless engagement to remote employees within a unified conversational interface.
To know more about BotCore, please feel free to schedule a personalized consultation with our experts.