Jan 18 2019
“The roles and functionality of Chatbots have advanced significantly, thanks to advancement in cloud computing powers. The question really is to have clarity of your Bot’s purpose and taking the first step to understand how bots can work virtually as your digital workforce to operate business with higher efficiency and productivity.”
Imagine, you go to a service or product provider, open up a “Live” chat
service, ask a question and receive an answer. Well, that’s what many potential
customers are experiencing in a highly digital world today. But what sets the
user experience apart is how fast they get their required information to
determine if any business dealings can be concluded. The differentiator for
business operations comes down to the business still relying on costly human
agents to “standby” and answer the question as compared to interacting
with an artificially intelligent Chatbot.
As businesses expand globally, the need to cater to different time zones and the
standard remains to be operationally challenging to many businesses. What if, we
are able to train our Chatbots to mimic human behavior with a large range of
response and datasets to help the business take care of employees’ queries in a
manner that is instant, intelligent and operating continuously?
Aggressive expansion of employees led businesses to set-up Shared Services
Centers. How should
we be operating in a leaner, smarter and more intuitive way? Let us explore the
technologies for HR to create a brand-new employee experience.
Language acquisition is one of the quintessential human traits with the capacity
to perceive and comprehend meaning, and often used in communication. Accelerated
developments have become
highly imperative in business processes where data are turned into intuitive
conversations with humans, especially in the space of intelligent Chatbots.
2.Robotic Process Automation (RPA)
RPA is a software robot that mimics the human action of operating computer
systems. Usually, it is operated by a rule-based instruction to perform an
automated task that is repetitive and has
systematic inputs. This is the backend engine that gets task completed in quick
and error free
situations. Automating repetitive business processes as a core outcome is what
3.Artificial Intelligence (AI)
AI comes into play while transmitting the power from the engine of RPA. Using a
neural network to
“Learn”, this involves getting computational output derived from looking
at a large number of data sets to identify principles that link each of the data
together. Simply, modelling how the human brain works, and replicating the
size-to-power computing abilities.
Different tools for different job, that’s where the different layers of
technologies like intent
detection, Machine learning come together to process the necessary outcomes for
4.Extract, Transform, Load
Information seeking bots are relatively easy to build while transactional bot is
more complex due to the need to program them to complete task.
What we have delivered varies from information seeking bots that deliver a
rule-based answer to a
question that the user inputs. Transactional bots that we have built, complete
the task without
human intervention and keeps necessary systems updated.
Recently, we had integrated our technology in SAP SuccessFactors to perform CRUD
Update and Delete) function without the need for HR administrators to log into
the system to update it. What enterprises can really tap on the technology is to
consider 2 options, namely:
1. Having a Bot to perform as a standalone application that is
integrated into SuccessFactors.
2. A SuccessFactors self-authenticating extension bot that is built
onto the platform.
Depending on the level of API access that the HR teams have with
regards to the system, we
program Bots that caters to existing situations, removing the need for human
administering HR operations.
5.Rapid API integration
Having an open API future-proof your bots. With an open architecture, it means
that your bots can
quickly learn new skills and be prepared for the future. Or even be integrating
with third party
services or APIs, etc. giving the bot a broader depository of data and
Unique to us, we develop and deploy our technology onto existing internal
platforms due to the
need for employee data protection. In other words, we build the technology
exclusive for businesses
to solve their existing problems using our proprietary AI services.
Traditionally, personnel management function evolved to manage the administrative
other employee-employer relationship and activities. Human Resource Management
to manage decisions and practices that directly influence the employees
transitioning to a “People-centric” function.
However, the reality of practices seems to continually hang onto a perceived
function. The need to attain technologies to aid the function to become
imperative for survival. Having the administrative function handled by
Intelligent Chatbots, leaving
the “Human” HR to perform strategically will help drive businesses
The roles and functionality of Chatbots have advanced significantly, thanks to
advancement in cloud
computing powers. The question really is to have clarity of your Bot’s purpose
and taking the first
step to understand how bots can work virtually as your digital workforce to
operate business with
higher efficiency and productivity.
Expectations for the future of HR is to be S.C.A.M:
Scalable – The ease to expand the function
to do more with less
Cost-Effective – The need to operate in a
faster, cost-friendly and better way
Automated – The requirement to be
“Human-error” free with lesser human interventions
Manpower-independent – Having a digital
workforce serving the people and business
Concluding thoughts with these famous words by Nokia CEO, Stephen Elop:
Jian Hong has spent the last 17 years in the Human Capital Sector, prior to Co-founding Su-Ette, a company focused on bringing Advanced AI and NLP technologies to serve the HR function through the use of Smart Bots. He holds a Master’s Degree in Human Capital Management and Bachelor Degree in Psychology.
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