With the emergence of work-from-dwelling and distributed models for the duration of the previous couple of months, corporations are witnessing an enhanced interest in Artificial Intelligence (AI) powered conversational chatbots. While these chatbots have been mostly employed for automating interactions with buyers and partners, this year they have been used to automate employee helpdesks as nicely. With leave, attendance, payroll, and employment specifics setting the bar with larger volumes, there has been a tactical shift in employees’ interest towards newer AI-chatbot offerings such as overall health and wellbeing, conversation enabled meetings, functionality, remote understanding repository access.
As per the most recent report by PeopleStrong Alt HR Tech Insights, with a one hundred% uptick witnessed in overall health and functionality-connected queries, workers are trusting AI chatbots to guide them via these unprecedented occasions. The report is primarily based on a detailed evaluation of employee query information collected from 1.000,000-plus employee-chatbot interactions spread across 15 industries. As workers continued to work remotely, industries with distributed workforce came out as the most avid customers of conversational AI chatbots with BFSI, retail, pharma, and IT industries witnessing an boost in the variety of 30-40% for HR centric queries immediately after the nationwide lockdown.
The month of April 2020 saw a enormous jump in total employee inquiries reflecting an escalating reliance on technologies to get answers adjusting to the new normal. Entry-level workers accounted for virtually 50% of general queries browsing answers for fundamentals subjects relating to policy amendments in leaves, payroll, and attendance management whereas senior management queries focussed on employee functionality, accessing documents for sales presentations, reports, and initiating automated Zoom or MS Teams meetings.
Vipul Mathur, chief small business officer, Talent Solutions, PeopleStrong, mentioned, “We are now witnessing a higher focus on leveraging technology as an enabler for employee interactions. Also, employees across all industries are getting familiar with conversational AI-chatbots which provide personalised inputs, quick turnarounds, and access to the entire HR functions at their fingertips. We can see AI-chatbot becoming one of the core features of an HR platform in a post-pandemic world.”