Employee Experience Automation: Human AI takes care of your workforce

Today, the global workforce has readily embraced the new norm of hybrid workplace models. To keep up with expectations of flexibility at work, businesses are evolving rapidly with a view to post-pandemic life. The challenges and benefits of remote work coupled with the Great Resignation / Reshuffle have led to greater attention to the concerns of employee satisfaction.

An involved workforce has many benefits for businesses. According to a Forrester survey, 77% of respondents report that employee experience initiatives (EX) have led to increased income, and another 50% say that the initiatives have helped them meet their growth targets. In fact, a recent HBS research roundtable confirmed that ensuring good EX is the cornerstone of delivering world-class customer experience (CX).

Conversational AI for better experiences

One of the ways organizations can improve both CX and EX is by adopting conversational AI solutions. By integrating data resources and intelligent functionality into customer service via conversational AI, businesses are already downloading redundant work from human agents, while also scaling their reach across more platforms and channels that customers use.

But AI-enabled automation applications don’t just stop at customer service and engagement. This technology offers great value for automating internally across numerous people management activities.

Two main areas for EX automation are human resources (HR) and IT services management (ITSM). According to Gartner, by 2023, 75% of all HR management inquiries will be initiated through a discussion platform to meet the needs of a hybrid workforce. Deploying dynamic AI agents or advanced virtual assistants in these functions can save staff time and save a company hundreds of thousands of dollars. Based on our calculations, a $ 8 billion topline company that deploys a dynamic AI agent for a period of three years can see potential savings of up to 65% on their HR costs.

In addition to financial benefits, conversational AI also allows for less tangible ROIs that contribute tremendously when it comes to optimizing HR process skills.

Streamlined and fast processes through AI automation

Large enterprises today strive to achieve their internal digital transformation goals by automating various functions using robotic process automation (RPA). However, implementing the right tool to make the right resource available at the right time is one key challenge they still face. This is where conversational AI solutions come in to bridge this gap through integration with existing RPA. The older AI agent enables seamless orchestration between many other AI agents, each responsible for specific functions, to avoid ambiguity by merging information available across all channels into a single interface. In essence, conversational AI solutions help streamline processes by converging an organization’s current technology range, without the need to switch between multiple applications and portals.

Dynamic AI Agents

Dynamic AI agents are similar to personal assistants in eliminating redundant and repetitive tasks for both the employee and employer. For example, they take downloads through automated scheduling of meetings, scheduling reminders to keep employees informed of policies, and providing them with all the basic information about leave, compensation, and pay slip inquiries in a few simple texts, allowing HR teams to focus strategically can focus. and high-value tasks.

Let’s take an example. When an employee types “Cannot log in”, the AI ​​agent understands the context and intent behind the query and activates the workflow to collect an IT card in the system. It enables access to everything an employee may need on a day-to-day basis, on demand. The implementation of such solutions could result in a 70% reduction in ticket resolution time, leading to increased employee productivity by at least 30%.

In addition, organizations can use document cognition solutions for effective knowledge management for an integrated and systematic approach to identify, manage and share an enterprise’s information assets, such as HR policies and procedures, to the right people at the right time.

document cognition

Document cognition, as a technology, enables employees to get immediate and accurate answers to their diverse queries from both structured and unstructured data using natural language processing (NLP) and machine comprehension. For example, our insight engine follows the three-step process of mapping, analyzing, and training to automatically generate frequently asked questions by plugging in more than 10,000 documents spread across different systems such as SharePoint and Google Drive. This enables one source of truth for both HR and employees where the insight engine is synchronized with the source and automatically updates frequently asked questions without human intervention.

Enables continuous learning at work

Dynamic AI agents can support professional development by tracking career and personal goals for employee performance management. Each employee can even be provided with personalized training paths to automatically notify them when relevant programs are launched. The system integrates with an organization’s learning management system (PAYE) and enables employees to search for and access training resources on demand.

The Dynamic AI Agent uses the data captured through various interactive quizzes and feedback surveys to decode and understand what area each employee needs to build their skills and provides personalized recommendations through bite-sized learning content.

To take a step further to enable employees to achieve their professional goals, as and when an employee completes a prerequisite course / training required for a particular job role, the AI ​​agent automatically submits internal job applications before corresponding to the employee’s interests and preferences. The same works the other way around. For example, if an employee is interested in making an internal role shift and encountering an opening, they can use the AI ​​agent to get a list of relevant courses to prepare for the interview, along with other details about the open position.

Understand employees better through always-on VOE

AI agents can be used to conduct conversation employee surveys, which have a 50% higher response rate than static forms. Through sentiment analysis, they analyze millions of conversations, regardless of language, to understand how each employee feels at the given time. This approach uses machine learning techniques to train systems and uses algorithms to become more accurate in sentiment analysis.

For example, when an employee asks the AI ​​agent for the status of their delayed monthly repayments and the conversation ends with a “Thank you! This is great,” the NLP engine states that it is a positive sentiment and the employee is reconciled with the AI ​​agent’s response.On the other hand, in the case of negative sentiment, the AI ​​agent responds by either taking the employee’s feedback or giving them an option to contact a representative for further attention.

Given the looming threat of recession, the always-on-employee (VOE) trait becomes essential to understanding the general sentiment among employees in order to effectively maintain productivity and motivation levels. Using this data and complex neural networks, the dynamic AI agent can identify trends and even recommend employees who may need special attention, to ensure your teams get the support they need sooner and improve data retention through data-driven insights.

Improve employer branding and candidate experience

The current workforce is made up of Gen Z and Millennials who are digital natives and expect seamless and connected experiences from the start – say, when flipping through a company’s career page. 76% of job seekers want to know how long it will take to complete an application before they start and they do not want to complete an application that will take longer than 20 minutes. The primary reason is that it provides a very inconsistent experience to the candidates.

Today’s workforce understands how technology is evolving and expects organizations / brands to evolve at the same pace. They expect such application forms to take no more than a few seconds to complete. Deploying dynamic AI agents on a career website enables organizations to provide 24/7 support to candidates who are browsing and want to know more about the role, application process and organization. The candidate can upload their CV in one click and the platform retrieves the candidate’s details and sends them back to the internal system or other HCM solutions such as SuccessFactors / Workday.

Once the dynamic AI agent has pre-selected the candidate based on keyword filtering, the advanced system seamlessly integrates with existing collaborative tools such as Google Workspace and Microsoft Teams to synchronize the hiring manager’s calendar and notify the candidate to pick and choose from the available slots, notify the rental manager to provide confirmation. This reduces the time it takes to perform such processes by hand and significantly improves the candidate’s experience with minimum red tape.

The hiring manager can use the same platform to launch interactive surveys to gauge the candidate’s experience through the journey and utilize analytics to keep improvising on the employer’s brand. Dynamic AI agents can streamline much of the application and interview process for job candidates, helping to reduce boarding time by 20%, according to our data.

According to Forrester, 78% of HR leaders believe that EX will be the most decisive driving force in achieving business goals. Improving employee engagement over the life cycle contributes to shaping their overall experience in line with employee expectations of growth and development, and builds a productive environment for both employees and business. To go further, EX ‘relevance to CX and vice versa is an integral part of an organization’s total experience (TX) strategy, as internal and external communication do not live in vacuums, but a real impact on each other and on’ have a business in general.

Raghu Ravinutala is CEO and co-founder of Yellow.ai.