HR chatbots have the potential to deliver a personalised employee experience where users can quickly and easily undertake tasks and find answers to questions – all through natural language conversations – which means that your employees (and service centre teams) can save time and be more productive. That’s the dream.
But the reality is that many, if not the majority, of employee chatbots fail to deliver on this promise. This is because the chatbot hasn’t been trained to understand what the employee wants to do or know, or hasn’t been or programmed to do it.