By Liam Ryan, Sales Director
In the survey results published by HR.com at the end of 2018, 79% of Human Resources (HR) professionals responded that chatbots and virtual assistants will become an increasingly viable way for employees to get real-time answers to their HR-related questions. Yet that same report identified that only about 10% of organisations are currently making use of artificial intelligence (AI) for HR purposes now.
One of the main takeaways from the recent Digital Workplace Directors Forum in London reflected the findings published in that report. While many organisations understand the benefits of using this technology, only a limited number of forward-thinking companies have done anything about it yet. That’s changing though as organisations add AI, chatbots and virtual agents to their 2019 roadmaps and digital workplace initiatives.
The agenda for the forum included a variety of speakers covering current workplace case studies and predictions for the future of the digital workplace. Creative Virtual Founder & CEO, Chris Ezekiel, was one of the expert speakers and shared insights and live demonstrations of conversational AI solutions for employee engagement. He showed how our virtual agents and chatbots are being used by organisations in a variety of sectors to provide a quick and easy self-service solution for HR and IT service desk support. He also showed how these automated solutions can be seamlessly integrated with human-assisted channels, such as live chat, as well as other existing backend systems, such as ticketing systems and third-party databases. One success story he shared was how a large government department is using our technology to reduce internal service desk costs and improve employee productivity.
Many of the discussions I had with other forum attendees reflected conversations I had at a customer and employee engagement event a couple of months ago. Organisations are coming to understand the benefits of providing better and easier support for employees and are placing an increased focus on improving employee engagement in 2019. Chatbots and virtual agents are proven tools in the digital workplace for everything from onboarding new employees to helping troubleshoot common IT issues to training contact centre agents.
If you weren’t at the event or missed Chris’ presentation, be sure to request a live demo to see our chatbot, virtual agent and live chat technology in action for yourself.
Our thanks to Engage Employee for inviting Creative Virtual to sponsor your first event of the year.