Even though we are all aware that robots are becoming a part of our everyday lives, it sounds outrageous that the human resource department could be replaced by robots. However, predictions about chatbots are coming true: they are already changing the HR industry.
In this article, we would like to emphasize the most impactful researches about chatbots in order to provide a better insight into them and the chatbot market in general. We can say that chatbots are the present and their future seems to be even brighter. Gartner predicts that by the end of 2020, roughly 80% of customer interaction will be handled with a chatbot and without a human agent. Enterprises will start abolishing mobile apps, mostly because of the saturated market, which leads to a prediction that 50 % of the companies will be investing way more into the chatbots than mobile apps just 2 years from now (Gartner). Due to increasing trends in the chatbot market and positive perception of their advantages, Juniper predicts that in 2022 the worth of cost savings will be around $8 billion. In addition to that, 2.5 billion hours will be saved combining customers’ and businesses’ savings by 2023 (Juniper). In light of the above, we can expect the overall market value will reach 1.3 billion $ by 2024 (Global Market Insights).
It may seem reasonable that the chatbot market is evolving in the e-commerce, real estate and travel industries – the industries where human contact is less important. Nevertheless, nowadays the potential is being shown also in the HR segment, where chatbots are perceived more positively every day. The HR department is the main department in the company which handles the soft factors and the difficulties of employees, which may make it difficult to understand how it can be “replaced” by robots. In relation to this, we divided HR chatbots into three main fields that they are providing a solution in and are focused on internal communication in the company.
Some of the companies aim for a total replacement of employees working in the HR department, and we see the recruitment bots as perfect assistants. The long processes of searching the talents and picking the appropriate ones from the pool of candidates can cause dissatisfaction from both parties – existing employees and new hires. In majority the recruitment bots offer features such as onboarding, scheduling the interviews, screening the candidates and answering queries. They basically handle the administrative tasks that take a lot of time when done by a person, but a moment, when done by the chatbot. As mentioned above some recruitment bots have the feature of interviewing and picking the appropriate candidate. This could be problematic especially because of the lack of empathy, language barriers, the level of security in case of sensitive topics, etc. There is also a threat of knowing the algorithm behind the bot that could make an imperfect candidate a perfect employee in the eyes of the bot. Or vice versa.
Therapist bots – employee support and improvement for the company culture
Therapist bots are mainly used and perceived as bots providing a solution in healthcare. Such a bot, for instance, Woe bot, makes mental health accessible to everyone and breaks down the barriers of understanding. This is a chatbot which is specialized in making human interaction on the emotional level, which could be interesting also in the future for HR chatbots. Nevertheless, people are the company and their satisfaction is one of the most important factors for their retention or making a decision for leaving the company. Bots like these would support employees on an emotional level, keep them happy and could be perceived as a milestone in the HR department as well.
All in one bot – CHEQbot
All in one is a segment that offers solutions from managing administrative tasks to making employees happy and appreciated. The general idea of chatbots is to be accessible to everyone everywhere, but the problem remains within the enterprises where the workers on the field are left out. This is not the case in this segment. All in one solution covers the top-down, bottom-up and two-way communication. CHEQ is an internal communication channel with specific features gathered in one product. These features include lifecycle management, different roles, and personalized approach, recruitment, onboarding, training, quizzes, satisfaction surveys, feedbacks, requesting/approving sick leaves or vacations, offboarding and many more. It is a solution for companies searching for support in the HR department.
Although we are in a major developing process, the human touch and relations among people in the company are very important. Due to the positive perception among consumers and understanding of usability by enterprises, we can expect that the predictions about a better and bigger chatbot market will become true sooner or later.