In a conversation with Keerthana, Correspondent, Higher Education Review Magazine, By Debraj S. Roy , Head HR at Lux Industries, shared his views and thoughts the benefits and potential risks of using chatbots and AI for employee support and engagement in HR.
How can artificial intelligence (AI) be applied in HR processes to enhance candidate selection and recruitment?
Hiring process involves around 50 percent task of coordination and requires low cognitive skill. All such tasks viz JD vs CV match, candidate coordination, interviewer coordination, initial assessment over mails, virtual etc. scheduling, offer release and on boarding process can easily be converted as AI task. This will help in workflow standardization, minimal human errors, transparency of process and very less usage of HR bandwidth. Overall, it will account for more productivity at work and encourage build higher competency of individual performance. Needless to mention, with Chat GPT and similar tools knocking the door, it will be evident to use AI in coming times as the significance of usage will be relevant to sustain any dynamic organization efficiently. Here are some keyways AI is used in hiring:
1. Resume Screening: AI-powered tools can quickly review and filter through many resumes to identify candidates whose qualifications match the job requirements. This helps save time and ensures that recruiters and hiring managers focus on the most relevant applicants.
2. Candidate Sourcing: AI can scour the internet, including job boards and social media, to find potential candidates based on specific criteria, such as skills, experience, and location. This is particularly useful for passive candidate sourcing.
3. Chatbots & Virtual Assistants: Chatbots and virtual assistants can engage with job applicants, answer their questions, and assist them through the initial stages of the application process, providing a more seamless and efficient experience.
4. Predictive Analytics: AI can analyze historical hiring data to identify patterns and trends related to successful hires. This information can be used to predict which candidates are most likely to perform well in a particular role, improving the quality of hiring decisions.
5. Video Interview Analysis: AI-driven video interview platforms can analyze candidates’ responses, facial expressions, and body language to provide insights into their suitability for a role. This can help reduce bias and provide a more objective assessment.
6. Skills Assessment: AI-powered assessment tools can evaluate candidates’ skills and competencies through various tests and simulations, providing a more accurate measure of their abilities.
7. Diversity & Inclusion: AI can be used to detect and mitigate bias in job descriptions, resume screening, and interview processes, helping organizations make more inclusive hiring decisions.
8. Onboarding & Employee Retention: AI can extend its role beyond recruitment to help with on boarding and employee retention by providing personalized training plans, performance feedback, and recommendations for career development.
”Chatbots lack emotional intelligence and empathy, which can be crucial in customer service interactions”
What are the benefits & potential risks of using chatbots for employee support and engagement in HR?
Chatbots came into practice to regularize mundane queries which do not need cognitive skill. Also, the support is available round the clock to ensure solutions on real time basis. Overall, its query resolution tool backed by database of transaction with choice of select type of queries which needs prompt and close ended resolutions. However, the pitfall is humane queries which encompass empathetic situations and needs emotional intelligence to handle it effectively. Chatbots lacks humane touch to create emotional drive and get better results of engagement. As we already know, disengaged employee will lead to quiet quitting and thereby result in hampering of overall performance and organization spirit.
Here are some common risks associated with using chatbots:
1. Miscommunication: Chatbots may misinterpret, or misrespond to user queries, leading to frustration and dissatisfaction among users. This can happen when a user’s query is ambiguous or when the chatbots lacks the ability to understand context effectively.
2. Limited Capabilities: Chatbots have limitations in terms of their ability to handle complex or unique tasks. They are typically designed for specific use cases and may struggle with tasks that fall outside their predefined scope.
3. Data Privacy & Security: Chatbots require access to user data to provide personalized responses. This raises concerns about data privacy and security. Organizations must take measures to protect sensitive user information and ensure compliance with data protection regulations.
4. Algorithmic Bias: Chatbots can inherit biases present in their training data, leading to biased or unfair responses. This can result in discriminatory outcomes or reinforce existing biases in areas like hiring or customer service.
5. Lack of Emotional Intelligence: Chatbots lack emotional intelligence and empathy, which can be crucial in customer service interactions. Users may feel frustrated or unheard when dealing with emotionally charged situations.
6. Dependency & Overreliance: Overreliance on chatbots can lead to reduced human interaction, which may negatively impact customer relationships or employee job satisfaction. Users may prefer speaking with a human in certain situations.
7. Integration Challenges: Integrating chatbots into existing systems and workflows can be complex and costly. Compatibility issues with legacy systems or the need for custom development can present challenges.
8. Maintenance & Updates: Chatbots require regular maintenance and updates to remain effective. Failing to keep them up to date can result in deteriorating performance and user frustration.
9. Costs: While chatbots can save costs in the long run, the initial development and integration costs can be substantial. Organizations need to weigh these costs against the expected benefits.
How can organizations utilize HR software and platforms to improve employee engagement and retention?
HR software collates data and process routine operations seamlessly without human dependency. It ensures workflow standardization and transparency of process at workplace.
It helps in report generation to analyse the data and use in critical decision making. It can used in recognition of individual across organization and helps him engaged with the team and boost overall retention factor. Contemporary HRMS can help build standardization of recruitment, performance management and learning solutions with best in class employee experience.
Here’s how HR software can contribute to and facilitate employee engagement:
1. Surveys & Feedback Tools: HR software often includes features for conducting employee engagement surveys, pulse surveys, and feedback collection. These tools allow organizations to regularly gauge employee satisfaction, identify areas of concern, and track changes in engagement levels over time.
2. Recognition & Rewards: Many HR software solutions include recognition and rewards modules. Managers can use these tools to acknowledge and reward employees for their contributions, which boosts morale and fosters a sense of appreciation.
3. Communication & Collaboration: HR software often includes communication and collaboration features, such as chat, messaging, and social feeds. These tools facilitate real-time communication and collaboration among employees and teams, improving transparency and engagement.
4. Wellness Programs: Some HR software solutions offer wellness programs and features that help employees manage their physical and mental well-being. Healthy and satisfied employees are more likely to be engaged in their work.
5. Recognition Wall: Some HR software platforms have a recognition wall or newsfeed where employees can publicly praise their colleagues for their accomplishments. This fosters a positive culture of recognition and engagement.
6. Analytics & Insights: HR software provides data and analytics on employee engagement metrics. HR professionals can use these insights to identify trends, pinpoint areas for improvement, and make data-driven decisions to enhance engagement initiatives.
Debraj S. Roy, Head HR
Debraj holds more than 16 years of experience handling strategic, tactical, and operational HR in corporate as well as regional settings as a specialist and generalist under big brands in the healthcare and consumer goods industries, viz., DABUR, GLENMARK, ABBOTT, SONY, and Indorama.
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