Equity Residential leverages Oracle Digital Assistant and Baker Tilly for their cloud implementation journey

March 24, 2022 | 3 minute read
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Baker Tilly, an Oracle partner, regularly helps organizations make their transition to the cloud. Equity Residential, a real estate investment trust with approximately 300 buildings nationwide, engaged Baker Tilly to assist with their move to Oracle Digital Assistant (ODA).

In a co-hosted webinar, Baker Tilly Digital and executives with Equity Residential led a discussion on the key aspects of Equity’s implementation of the ODA.

Planning and implementation process

From Equity’s perspective, ODA created a clear, interactive experience from start to finish. It allows candidates to engage with their career site, receive immediate responses and find out how they are progressing in their job search without Equity having to hire additional support.

As part of the planning and transition process, employees across a variety of teams throughout its organization were involved including recruitment, HR, talent development, diversity and inclusion and IT departments.  This broad cross-section of team members can view the user experience from the perspective of a job candidate across a variety of different fields.

Designing the ODA

Equity and Baker Tilly made it a priority to take a step back and examine what candidates are looking for in a job search with the following perspective:

What questions are candidates asking and how do we want to answer those questions?

In turn, Equity made sure that it had the adaptive intelligence to respond to specific questions within those categories. The key was weighing the balance between simple answers and granular responses. But it was clear to Equity and Baker Tilly that the first step in guiding candidates to the proper answers was developing a full understanding of the proper questions.

As part of the digital assistant design process, Equity considered a long list of issues that candidates were interested in learning more about.

They settled on these four primary intents:

  • Check application status: Candidates want to know how they are doing in the job search and next steps.
  • Search for job: Candidates want assistance looking for the right job within the organization.
  • Sign up for talent network: Even if they can’t find the right job, candidates can still request information about other opportunities.
  • Learn about Equity Residential: Candidates are interested in learning more about Equity’s culture, benefits, internships, etc.

Determining the intents was not an easy process. The organization had to make sure it was prepared for all the different ways that job seekers could ask questions, including various phrasings and use of synonyms and that each of those ways would guide them to the right or best possible answer. After all, the ODA was meant to be more of an interactive experience, not a traditional Q&A. Thus, the ability of the digital assistant to understand the user’s request was a critical component.

The results

When Equity launched with the digital assistant earlier this year, it was successful. The team judged success in this case based on the four primary intents noted above. They noticed few issues arose due to them proactively monitoring conversations between the job seekers and the digital assistant. This early success allowed the Equity team to start delivering additional ongoing support as the team could now begin to expand its digital assistant’s capabilities.

While it was never intended to be a replacement for the career site, it has added an element of interaction that some people prefer. In its intended role as a complement to the career site, it has been a big success.

Next steps

Moving forward, the Equity team will continue to monitor conversations between job seekers and the digital assistant. With every conversation recorded, Equity examines the dialogue to uncover gaps and improvement areas to address any lingering issues or recurring themes.

Equity, like Baker Tilly, has always prided itself on being proactive with technology, and the use of the digital assistant – both externally and, in due time, internally. Its familiarity with the Oracle platform enabled the organization to take conversational experiences to the next level.

For additional information on this topic, read the full article.

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Jeff Haynes

Jeff Haynes is Director - Enterprise Solutions and Services at Baker Tilly.

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