Would you like to have a virtual assistant helping you answer the frequently asked questions that all of your customers have?  Have you heard of Chatbots?  Do you know what a Chatbot can do?  Did you know that a Chatbot can be your virtual assistant?

What is a Chat bot & How do they work?

A chatbot allows a form of interaction between a human and a machine. The interaction happens via written messages or voice. The chatbot is programmed to work independently from a human operator. It can answer questions formulated to it in natural language and answer like a real person would answer in a real conversation.

What are Chat bots used for?

Short for chat robot, it is a computer program that simulates human conversation, or chat, through artificial intelligence. Typically, a chat bot will communicate with a real person, but applications are being developed in which two chat bots can communicate with each other.

What companies use Chat bots?

Many brands are making it so much easier to make purchases and get information fast with the help of chat bots.  Here are some companies that you may be familiar with and you may have patronized in the past.

• Starbucks. …
• Lyft. …
• Fandango. …
• Spotify. …
• Whole Foods. …
• Sephora. …
• Mastercard. …
• Staples.

Are Chat bots replacing humans?

Chatbots are in no way replacing humans.  However, they have the potential to reduce business cost by more than $8 Billion by 2022 according to Juniper Research.  The other advantage of chat bots is their flexibility as they can be used over text and messaging apps, email, and through your company’s website.

HR uses Chatbots in 4 clever ways: (according to Ji-A Min @ ideal)

1). To answer candidate FAQs:  In recruiting, chatbots are similarly being used to interact with candidates to ask qualifying questions, answer FAQs, and even schedule an interview with a human recruiter. The huge advantage of using a chatbot in recruiting is its ability to answer thousands of candidates’ questions simultaneously in real time.  Randstad found 82% of job seekers believe the ideal recruiting interaction is a mix between innovative technology and personal, human connection. With 66% of candidates comfortable interacting with a chatbot according to Allegis, the market seems ready for mainstream adoption.

2). To collect candidate experience feedback:  Smash fly reports 74% of candidates to drop off the application process. That’s huge! For candidates who drop off, a chatbot can ask why they’ve chosen not to continue with their application. This is one function that Tasha, the chatbot that Sutherland uses, performs. This feedback from candidates is then communicated back to their recruiters to provide quick and accurate insight on the areas where they can improve the candidate experience.  In today’s tight labor market, organizations are recognizing that candidate experience is becoming a big differentiator. Chatbots are becoming an important tool to collect feedback on what candidates didn’t like about the job application process and their suggestions for improving it.

3). As an employer Branding tool:  LinkedIn reports organizations who differentiate themselves with a strong employer brand to enjoy a 50% lower cost-per-hire and 1-2x faster time to hire. Using a chatbot to engage with candidates can differentiate you as more innovative and responsive than your competitors. Some companies are taking this branding even further by programming their HR chatbot to have a personality aligned with their values and mission. The nice benefit of using a chatbot to promote your employer brand is that you can ensure consistency in its messaging as well as consistency in how candidates are being treated during the recruiting process. 

4). To help with employee scheduling:  Chatbots are also being used in HR for employees.  Instead of having to log into their HR software or going back-and-forth through email, employees can save time by scheduling time off and vacation days using a chatbot. For example, at Overstock, employees who are too sick to come into work can let Mila the HR chatbot know who then relays that information to their managers.

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Stop wasting money trying to pull people into your space. Push your content where your users are already active.  Meet your clients and candidates where they already are so that you can ask questions and resolve their initial needs effectively and efficiently. 

As your users’ issues become too complex for your chat bot, your employees can then step in to pick up where your chat bot left off to resolve the remainder of your user’s inquiry, saving tons of time on the front end.

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