Imagine being able to talk to your HR any time you want, anywhere you want, and get an instant real-time resolution to your HR queries.
A well-implemented HR self-service pre-empts up to 60% of HR queries leaving only the rest to be addressed by Tier 1, Tier 2, or Tier 3 HR support. An intelligent virtual HR assistant can reduce this even further. By smartly implementing AI and ML-enabled virtual HR assistants, we can address up to 90% of the employee queries digitally at Tier 0 itself. So how do we achieve that?
There are multiple factors that influence the effectiveness of these assistants.
1. Smartness quotient
Intelligent machines run on algorithms and data. The construct, architecture, and underlying technologies are essential. But what is most critical is the design behind these machine learning algorithms. Generic all-purpose virtual assistants can only do so much. It is crucial to rely on machines tailored to operate in the HR’s operating context that is custom made to support employee issues!
2. Training the machine learning model
The ability of the machine to support employees is directly a factor of the data quality that has been fed into the system. For example, at Neeyamo, its ServiceDesk solution has been built on an extensive library of FAQs and associated data points that help the machine smartly determine the appropriate response to the employee’s queries on contextually relevant objectives. Furthermore, every response is validated for effectiveness in providing first response resolution and continually refined to inch towards that eventual outcome.
3. Natural language processing
Many traditional solutions require a user to craft queries in a structured, machine-readable format that introduces a great deal of friction and frustration. It should have been the other way around. We can get the users to rely on the machine-enabled support by continually reducing the friction and setting extremely high benchmarks when it comes to First Contact Resolution Rates, Customer Satisfaction Scores, and overall user experience. This is where the ability of these intelligent systems to provide multi-lingual support and natural language processing becomes critical.
4. Omnichannel support
While chatbots continue to be the most preferred means of consuming virtual HR services, other digital voice assistants, including Siri, Alexa, and Google, are increasingly adapting to operate alongside the enterprise’s HR assistants. And it goes without saying; no solution is fully effective unless integrated with the time-tested communication channel – good old emails. Virtual HR assistants should be able to operate across support across channels; they should be able to shake hands with systems that the users are most comfortable with.
5. Pre-emptive Support
And as the operative philosophy in Neeyamo goes, the best ticket in HR is the one that was never raised. The information derived from the wealth of data garnered can provide you with rich insights that will pre-empt the need for an employee to submit the query in the first place. The goal of an employee support system should be to eventually eliminate the recurring incidences of the same questions.
Of late, there have been exciting conversations around Brain-Machine Interfaces (BMIs) – but it may be safe to assume that we are still years if not a decade or two away from seeing BMI become mainstream. Till such time that machines can directly talk to brains in a hard-to-imagine ecosystem, the capabilities of these virtual HR assistants need to continue to evolve and be better positioned to interact, engage, and support employees. We need to ensure employees can carry their HR support in their pocket, access them where and when needed, and avail HR support in real-time.