The global workforce has readily adopted the new form of hybrid workplace models. Businesses are evolving rapidly with an eye toward post-pandemic life. The added bonuses and challenges of remote work coupled with the Great Resignation/Reshuffle have increased the focus on employee satisfaction.
According to a Forrester survey, 77% of respondents believe that employee experience (EX) initiatives have helped them meet their growth targets. In fact, a recent HBS research roundtable stated that ensuring exceptional EX is the foundation for delivering world-class customer experience (CX).
Improved experience through conversational AI
By embedding data sources and intelligent functionality into customer service via conversational AI, organizations are already removing redundant work from human agents while expanding their reach across other platforms and channels that customers use.
But AI-enabled automation applications extend beyond customer support and engagement. This technology has enormous potential to automate internal processes across a myriad of people management functions.
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Human resources (HR) and IT services management (ITSM) are two primary areas for EX automation. By 2023, 75% of all HR management queries will be initiated through a conversational platform to meet the needs of a hybrid workforce. Deploying dynamic AI agents or advanced virtual assistants in these functions can free up time and potentially save a company hundreds of thousands of dollars, according to Gartner.
Conversational AI also allows for less tangible ROIs, which are extremely helpful when it comes to optimizing HR process competence.
AI automation allows for speedier and more efficient processes.
Large enterprises today strive to meet their internal digital transformation objectives by automating various tasks using robotic process automation (RPA). However, integrating the appropriate tool to make the right resource available at the right time is a major challenge they continue to face. Conversational AI solutions help in streamlining processes by consolidating information available across many applications and portals.
Dynamic AI agents
Dynamic AI agents are similar to personal assistants in that they eliminate redundant and repetitive tasks for both the employee and the employer. For example, they schedule meetings automatically, provide reminders, and provide employees with all basic information on leave, compensation, and paylip questions in a few simple texts, thus enabling HR teams to focus on strategic and high-value tasks.
Let's take an example: If an employee types in Unable to login, the AI agent comprehends the context and purpose behind the query and triggers the workflow for raising an IT ticket in the system. This enables on-point access to everything an employee might need on a daily basis, on demand. Deploying such solutions can result in a 70% reduction in ticket resolution time, leading to increased employee productivity by at least 30%.
Likewise, organizations may leverage document cognition solutions to enhance knowledge management in a more efficient and integrated way to identify, manage, and share an enterprise's information assets, such as HR policies and procedures, to the appropriate people at the appropriate time.
Recognizance of documents
As a technology, document cognition allows employees to get instant and accurate answers to their varied questions from both structured and unstructured data using natural language processing (NLP) and machine comprehension. For instance, our insights engine follows the three-step process of mapping, paring, and training to autogenerate FAQs by plugging in 10,000+ documents that are spread across different systems such as SharePoint and Google Drive. This provides one source of truth for both HR and employees, where the insight engine is in sync with the source and auto-
Enabling ongoing on-the-job learning
Dynamic AI agents can assist professional development by tracking career and personal goals for employee performance management. Each employee may be given personalized training plans that automatically notify them when relevant programs are launched. The system integrates with an organizational learning management system (LMS) and allows employees to search and access training resources on-demand.
The Dynamic AI agent uses the data collected through various interactive quizzes and feedback surveys to decipher and understand which area each employee must enhance their knowledge, and makes personalized recommendations through bite-size learning.
As and when an employee completes a prerequisite course/training required for a specific job role, the AI agent automatically suggests internal job applications that are in line with the employee's interests and preferences. The same applies the other way around. For example, an employee wants to take an internal role shift and discovers an opening, they can leverage the AI agent to get a list of relevant courses to prepare for the interview and other pertinent information on the open position.
Through always-on VOE, you can understand employees better.
AI agents may be used to conduct conversational employee surveys, which have a 50% higher response rate than static forms. Through sentiment analysis, they gather information about millions of conversations, regardless of any language, in order to understand how each employee is feeling at the given time. This approach trains systems and uses algorithms to become more accurate in analysing the sentiment.
When an employee asks the AI agent about their delayed monthly payments, the conversation concludes with a Thank you so much! This is fantastic, because the NLP engine determines that this is positive sentiment, and the employee has been reassured by the AI agents' response. On the other hand, in the case of negative sentiment, the AI agent responds by either taking the employee's input or providing them with an option to contact a representative for further assistance.
The always-on employee (VOE) feature is critical to maintain employee productivity and motivation levels, and by leveraging this data and complex neural networks, a dynamic AI agent can spot trends and recommend employees who may need extra attention, assisting you in getting the help you need sooner and increasing retention.
Improve employee branding and candidate experience
When job seekers visit a company's careers page, Gen Z and Millennials are expecting seamless and connected experiences right from the start, according to 76%. They do not want to complete an application that will take longer than 20 minutes. The primary reason is that it provides a very incoherent experience to the candidates.
Today's workforce understands how technology is evolving and expects organizations/brands to change at the same rate. Deploying dynamic AI agents on a career website allows organizations to provide 24/7 assistance to candidates who are looking through and want to learn more about the position, application process, and organization.
The advanced AI agent screens the candidate based on keyword filtering, then integrates seamlessly with existing collaboration tools such as Google Workspace and Microsoft Teams to be able to sync the hiring managers calendar and notify the candidate to pick and choose from the slots available, without notifying the hiring manager to provide confirmation. This drastically reduces the time spent manually completing such tasks and significantly improves the candidate experience with minimal inconveniences.
According to our research, hiring managers may use the same platform to conduct interactive interviews to assess the candidate's experience along the journey and leverage analytics to continue to improve on the employer branding.
According to Forrester, EX will be the most evident driver in achieving business objectives. Improving employee engagement across the lifecycle contributes to shaping their whole experience that aligns with employee expectations of growth and development, creating a productive environment for both employees and business.
Yellow.ai's CEO and cofounder is Raghu Ravinutala.