Using Bots To Enhance Experience And Engagement

In today’s digital world, bots are beginning to play an increasingly critical role by helping automate processes among other things.

At Greyhound Research we are of the firm belief that while automation and efficiency are clear outcomes of using bots, the resulting experience and engagement outcomes from the use of bots are significant. However, while much research has been done about using bots to improve customer engagement, the use cases of bots to help improve workforce productivity remains largely an unexplored territory.

“Per Greyhound Research definition, a bot is a software-based agent capable of human-like interactions, designed to automate human tasks of a repetitive, scripted nature. Bots ideally exist as part of multi-agent architectures and operate on the principles of self and collective learning. Powered by artificial intelligence, machine learning, or other similar methodologies, bots are meant to handle complex tasks at extreme scales more efficiently and at cheaper costs compared to humans.”, said Sanchit Vir Gogia, Chief Analyst and CEO of Greyhound Research.

Per a recent Greyhound Research independent study titled, Global CHRO Priorities 2016, which surveyed over 750 Chief Human Resources Officers (CHROs), 6% CHROs are considering possible application of bots in HR related functions.

The number may seem small today but, at Greyhound Research, we believe this is an important trend which needs due attention.

Greyhound Research believes the era of Knowledge Worker is over. It has been replaced by the era of the Connected Worker.

Connected Workers are not just about connected devices but about access to real-time information (as opposed to passive) to make faster, smarter decisions at work. At Greyhound Research we believe that bots can help cater to needs of this growing breed of Connected Workers – their need to stay connected and have access to real-time information. Having said that, we believe that getting the connected workers to accept bots requires careful planning, native integration within existing technology environment and change management.

For bots to be truly adopted by this workforce, organisations need to think beyond productivity and focus on workforce experience and empowerment throughout the employee lifecycle,” said Anshoo Nandwaani, Vice President and Principal Analyst with Greyhound Research.

At Greyhound Research we divide the employee lifecycle into seven stages:

  • Stage 1 – Source
  • Stage 2 – Recruit
  • Stage 3 – Onboard
  • Stage 4 – Manage
  • Stage 5 – Encourage
  • Stage 6 – Develop
  • Stage 7- Offboard

How Can CHROs Plan To Use Bots in Their Organisation?

While the possibilities for use of bots in HR-related functions are endless, actual implementation and adoption is a different deal altogether. It requires Chief Information Officers (CIOs) and CHROs to work in tandem and plan carefully.

To know more about the potential use of bots across all seven stages of the employee lifecycle, read our freemium Greyhound Terse Report titled, Thoughts About Bots In Human Capital Management and Beyond!.

To know more about Greyhound Research global, annual Buy-side and Sell-side trackers such as Global CHRO Priorities among others, please write to our Client Centricity Team at connect@greyhoundgroup.com.


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