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HR Leaders Want Artificial Intelligence to Improve Employee Experience

A recent survey by Espressive, an artificial intelligence (AI)-based enterprise service management software vendor, indicates that applying AI in HR departments is a priority for pioneering organizations. Among the diverse organizations that participated in the survey, 44% were Fortune 1000 companies. Participants were predominantly senior decision makers, 23% CxO or VP, 58% directors, and 19% managers.

Key takeaways from this survey include:

  • The top three HR initiatives in 2019 are increasing employee retention, improving overall employee satisfaction, and enhancing the new-hire onboarding experience.
  • Providing a personalized onboarding experience is the top challenge that most of the respondents are dealing with.
  • Employees’ main complaints: Not being able to find the right answer when they search the HR portal and response times from HR staff.
  • AI in HR service management could deliver employee self-service capabilities.

The survey reveals that 72% of the respondents’ employees call an HR help desk for their issues. Less than half of the respondents are relying on an HR self-service portal or knowledgebase to answer their employees’ questions. Respondents were then asked if they would consider an AI-driven chatbot/virtual employee assistant to tackle their HR issues, and only 25% of respondents would not consider a chatbot. Sixty-one percent of the respondents that would consider AI in their HR processes believe that this technology can facilitate employee access to self-help across all devices and would help them get answers for their questions.

Our Take

AI presents opportunities to address common HR challenges. HR departments want to engage new hires before their start date and track and assign HR questions to their experts. These challenges have encouraged businesses to consider AI technology in their HR system.

Technology providers are now leveraging artificial intelligence to create a more engaging employee experience. AI can help HR managers deliver team training, answer employees’ routine questions, and automate repetitive tasks. AI-powered HR helps businesses to analyze, predict, and support employee needs. The system can detect learner preferences through analyzing behavior and matching recommendations of informal learning material to consume. As a result, AI-based technology has great potential to enhance employee productivity and help HR professionals boost employee performance.

Users who are more engaged in their learning are more likely to use the system and retain the information. With AI, HR efficiency can increase with administrators being able to more systematically match content with users, track metrics, and analyze data coming in.


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