As the debate about the future of work intensifies, leaders and experts are busy ascertaining the pros and cons of integrating technology with existing workforce and business processes. At Leena AI as well, we’ve been discussing how AI-powered HR chatbots will change the existing HR paradigm and what this means for HR leaders and employers. We’ve already discussed the advantages of HR chatbots and explained the many things that they are capable of. Now, let’s take a look at a few things that HR chatbots will most certainly not do:
HR Chatbots won’t take over jobs
The increasing pace of automation in businesses has naturally raised concerns and anxieties in the workforce regarding their future employability. While these concerns are natural, history has shown us that humans have adapted successfully to the advent of technology in their workplaces before as well. This is because technology simply automates tasks and not so much jobs. So, the nature of one’s job may change, but to assume that robots will simply make humans redundant is a stretch and isn’t likely to be a realistic possibility in the near future. Sure, employees might have to learn new skills and work alongside machines in a supervisory role, but skills like creativity, communication, collaboration, and innovation will remain central to businesses.
Similarly, HR chatbots won’t be eliminating the role of HR professionals anytime soon because they aren’t nearly capable enough to take over the entire range of tasks that an employee does. At best, HR chatbots can tirelessly and correctly answer similar questions and help automate manual tasks like performance assessment, preliminary interviewing, and raising tickets for queries. As a matter of fact, experts predict that since tools like chatbots will take over repetitive and time-consuming tasks that require minimal cognitive skills, HR professionals will be able to focus better on engaging their employees with relevant policies and initiatives.
Chatbots won’t take matters into their own hands
Human interaction and communication are complex processes and despite the successes of Alexa and Google Assistant, bots are still a long way from fully comprehending the nuances of a conversation and sustaining it meaningfully. Chatbots are designed to answer the most common and basic questions possible; or in other words, the more common a query is, the more likely it is that a chatbot can handle on its own. However, every once in a while, chatbots might be asked a question that they don’t know the answer to, or aren’t even able to comprehend. In such a scenario, chatbots powered by artificial intelligence rely on their history of interactions to formulate a response.
That’s why intelligent HR chatbots, like Leena AI, learn from their experience and user-interaction to improve the accuracy of their responses. Since the field of experience for HR chatbots is limited to the workforce of the company, it creates a controlled learning environment for the bot. What’s more, most chatbots are designed to escalate complex queries to humans for resolution as well. That means in the event your HR chatbot cannot carry a command, instead of providing incorrect information or malfunctioning, it will simply ask humans to intervene. This ensures that HR chatbots simply act as a support for the existing processes and policies in the company and also helps HR professionals retain the absolute and final control over the dissemination of information.
HR Chatbots won’t falter, go on vacation, or experience a burn-out
This might seem like stating the obvious, but once a chatbot has been deployed for a certain task, you can expect it to run smoothly and effortlessly without any errors. HR chatbots will perennially operate at their optimum efficiency levels, work round the clock, won’t apply for a leave, and will definitely not experience a burn-out by doing the same task over and over again. Sure, serious technical errors may hamper the functioning of the bot temporarily, but it definitely won’t lose interest in its work or call in sick on a crucial day.
For HR, this means that recruitment cycles will shorten, the talent pipeline will grow, engagement levels will rise, and query resolution will be expedited. By automating a part of these tasks, humans will be better poised to do what they do best — create, collaborate, and innovate.
Like any other new technology, HR chatbots come with their own set of benefits and challenges. Focussing exclusively on only either of these will fail to help us in preparing for the future of work. Business leaders and technology experts need to come together to understand each others’ perspectives in order to create relevant solutions to help organisations and employees pave way for tomorrow. And we will keep the conversation around HR chatbots and AI in the workplace alive.