Using Conversational AI to Make Humans Better at Work, and Work

Ideas from Deloitte: How the next generation digital workplace will leverage technology to create personalized experiences for workers.

Written by Greg Vert, Senior Manager at Deloitte Consulting.

The Storm has Been Brewing

Prior to the pandemic, workforce well-being was already at the top of the agenda. It was the highest ranked trend for importance in Deloitte’s 2020 Global Human Capital Trends study, with 80% of the nearly 9000 survey respondents identifying it as important or very important to their organization’s success. Still, only 12% said they were fully ready to address this trend. Heading into 2021, organizations need to focus on designing work for well-being -with an emphasis on the factors that make both remote and in-person work more sustainable. Conversational AI offers unique capabilities to support in this endeavor.

The Art of the Possible

Creating a strategy and roadmap for success with AI requires the application of design thinking principles. The goal is to deliver exceptional experiences for workers during “moments that matter”-or moments when a worker’s perception of their company is at a heightened susceptibility to influence, positively or negatively. These moments are opportunities to create strong connections with workers by making them feel valued and supported.

Conversational HR use case built on OneReach.ai’s no-code/low-code platform.
  • Trigger Text Flow: the ability to recognize preferences of workers and interact via a wide range of channels, SMS text in this example. The manual alternatives typically rely on email, phone calls, or cases to manage interactions, which don’t always “meet workers where they are” or consider worker preferences. Many times, communications fall through the cracks and workers are stuck chasing people to get the support they need, all of which can contribute to a negative experience
  • Populate Buttons: the ability to present the options that are relevant and tailored for the worker based on specific circumstances and data. This allows for a new level of personalization not easily created with more static technologies and would require significant administrative overhead to deliver manually
  • Scheduling Information: the ability to pull back-end calendar data to alleviate the burden of scheduling via a digital assistant or concierge experience. Scheduling often requires significant administrative effort to coordinate availability and manage changes. The bot-enabled approach offers a more seamless and less frustrating experience for the new hire
  • Human in the Loop: the ability to involve humans to provide support when needed can also democratize the ability to continue training the bot over time. This is high-level functionality, but as the bot queries humans for solutions, it can learn from their responses and provide expanded support without the need to involve technical developers. The concept of democratization gives business owners the opportunity to grow technology capabilities directly, which speeds up continuous improvement and real-time updates to deliver a better experience for workers
  • How will they know to access the bot?
  • What other applications or bots do they need to interact with and how do we direct traffic to the right place?
  • What information and data does the bot need to reference to support the use case?
  • How is the requisite information structured?
  • How will the bot greet the worker and how are conversations structured once initiated?
  • How do we involve humans if the bot is unable to provide support?
  • What are the desired outcomes?
  • How will we measure performance to ensure outcomes are created?

Think Big, Start Small, Scale Quickly

The best way to get started is by establishing the digital strategy and roadmap for workforce experiences, anchored by the technologies and solutions your organization will need to make the vision a reality. Use real-life examples and stories to validate your thinking. For most organizations, that means aligning on the digital experiences that are critical for your workforce and selecting the right tools to deliver them. Once you have the right tools, prioritize the one or two highest-value use cases to start working on. Look for “moments that matter” by listening to workers. The good news is that they are usually vocal about their frustrations, which can help you to identify the highest-value opportunities to positively influence their experiences.

Defining and informing the complex field of user experience (UX) through frequent publication of high-quality articles for experts and newcomers alike.

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