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Bridging the gap for remote workers through digital assistants by Suhas Uliyar

Juergen Kress
PaaS Partner Adoption

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AI-based chatbots or digital assistants stand to change the way we interact with business applications, not just consumer ones. The main benefit is the ability to get immediate responses to queries via natural local language, without having to download apps or get training.

While we have the freedom to engage in user-friendly experiences in our personal lives – such as Alexa and Siri – there have been few options for people in their professional lives. But that’s changing. As Steve Miranda, Oracle’s executive vice president of application development, remarked, “In HR, every common question or transaction has lent itself nicely to digital assistants. Within the next year, we will be calling HTML our ‘old UI.’ Every transaction you have will be through a digital assistant UI.”

Work-at-home requirements associated with the spread of COVID-19 have made it all the more important to give employees easy access to ever-changing information – on company policies, insurance coverage, and public health guidance, in addition to the usual cadence of questions on vacation balances, status of expenses, and IT workarounds.

Here are a few key ways in which chatbots and digital assistants can help.

1. An assistant for every employee

Finding answers to simple questions can be a frustrating experience if there is no easy way to do so. Take, for example, basic questions like “how many vacation days do I have left?” or “what do I do if I have a change in marital status?” In some cases, employees need to log into their VPN to find the policy document or a web page, or the application – which they then need to further navigate to find answers to these straightforward questions. With a digital assistant, employees can simply speak the question out loud in a natural way or simply input the text, instead of having to navigate multiple screens or interfaces, and they will receive an immediate response. Not only that, the digital assistant can further help them by recommending or taking action as a follow-up to their original interaction and be a true assistant for the employees. For example, rather than just informing the employee on what to do to change their marital status, the digital assistant can actually trigger the change process by gathering the necessary information and then updating the relevant systems with that information.

2. Answering general policy questions

With rapidly evolving governmental directives such as sheltering-in-place and social distancing, most organizations are quickly adapting their HR policies and guidelines. At the same time, employees need help and answers from their organizations more than ever. Questions may range widely from policies on employment, travel guidelines, and health and safety instructions, as well as guidelines on dealing with and working during the pandemic. In some cases, the information is very dynamic and changes by the minute. Digital assistants give employees a consistent channel, which is available 24x7, to ask their questions so they can get an immediate response – while freeing up the HR and IT/support teams to manage the more complex challenges they are facing today. In fact, you can also use digital assistants to send proactive alerts and notifications like changes in policies, so that employees don’t need to keep checking or search for the latest information time and again. Read the complete article here.

 

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