Getting the most out of AI in human resources requires effective human-AI collaboration or, in other words, a human-in-the-loop (HITL). Human fine-tuning, oversight, and expertise are a necessity in every AI use case and model, and training is essential for some. The dynamic changes based on the technology, industry or purpose.
Previously, we looked at why human-in-the-loop matters and how to maximize customer experience with HITL. This, our second deep dive into HITL, looks at HR. We delve into how generative AI chatbots and assistants can be used internally and externally or integrated with other AI and non-AI tools to support this critical business function, as well as where a human role is essential for optimum results.
Chatbot Recruiters
A custom AI chatbot embedded on the website or landing page used for job advertising is a great way to make the application process more appealing than completing a form or sending a resume.
A chatbot recruiter can be provided with information about the company, its employees, the company structure, the job details, and its benefits. It can also be trained with detailed information about the application and hiring process, the HR team, what might be expected in an interview, and any relevant company policies, so it’s also a tool to help interviewees prepare thoroughly ahead of time.
HR teams simply cannot speak to every applicant, and all too often, vacancies are posted with a note to say that only candidates invited to interview will be contacted. Tens or even hundreds of applicants to a role spend time applying, never to hear a word.
A chatbot recruiter can make the application process a little more amenable to candidates with questions or looking for updates. They can also be used to build brands with unsuccessful candidates, create connections for future outcomes, or connect with potential customers.
An HR team using a chatbot recruiter will want to ensure it’s provided with the right data and fine-tuned to give the right responses in a style that fits the company’s approach and brand. There’s also an opportunity for HR team members to pick up interactions with candidates of interest and to use chatbot chatlogs for insights into how the hiring process works or doesn’t. This can be especially useful when job adverts get less response or where there’s a talent shortage, because every insight and every potential applicant is so valuable.
Onboarding and Training with AI
After the hiring process is complete, the onboarding and training begin with a new employee. This is another use case where AI chatbots can be a powerful addition. AI chatbots and tools can be programmed to take a new hire through company policy and procedures in a far more engaging way than the obligatory stack of forms or PDFs to e-sign. They can deliver job-related training and role-play scenarios, such as in a sales or customer service environment. They also act as a new employee’s knowledge repository of job and company information.
The HR team will need to provide the data an onboarding and training bot requires and ensure the tool is customized to provide training that fits the company’s ethos and values.
Adding role-play scenarios will require a volume of input at the outset, as well as thorough testing but prove invaluable in the long term. HR teams can choose to allow employees to role-play without overseeing the results or use the chatlogs as a way to identify if a new employee needs further support.
Using a custom chatbot for onboarding and training saves HR teams a great deal of time and can provide a less formal, less intimidating, and more engaging way for new employees to immerse themselves in a role and learn at their own pace.
AI Employee Support
The same onboarding chatbot can also be an assistant to support all employees throughout their tenure with a company. A bot built with CustomGPT.ai using RAG technology provides responses based only on business information provided and will only draw on that proprietary information for answers. Using such technology, company information isn’t used to train the public model and remains private and secure to a company.
Employees with questions about policies, pay, performance management, development,, or their own responsibilities can get instant, accurate answers without waiting for an HR advisor to respond. Bots can be trained to escalate certain inquiries and book meetings with HR team members when one-to-one and in-depth support is required. Again this is where the HR team becomes HITL, providing the right information, instructing the bot on how to respond, and ensuring they are available when human expertise or empathy is necessary.
Using AI for employee support becomes an even more seamless user experience if a support chatbot is integrated with an SMS platform, Twilio, for example, so that employees can text message their questions for an instant response. This setup is incredibly user-friendly for employees out on site and those who aren’t desk-based and whose device of choice is a mobile phone.
HR Knowledge Repository
HR chatbots aren’t just for employees, HR teams can use the same employee support chatbot to quickly find and check information when providing in-person support and dealing with issues. Or, an HR department can have its own custom tool that’s populated with company and policy-specific information, as well as labour and employment laws, company regulations, and human rights standards, making it far easier to find and check critical information. Custom chatbots can provide citations for verification and further research.
Internal HR chatbot tools can be trained and refined to become HR assistants, conducting research or providing basic content that can be quickly checked and purposed by the HITL, the more experienced HR advisor.
CustomGPT.ai for Human Resource Use Cases
CustomGPT.ai is a secure, privacy-first, business-grade platform for building custom chatbots that use GPT-4 combined with RAG technology. CustomGPT.ai chatbots can index content from websites, helpdesks, FAQs, PDFs, documents, and more, answering questions and providing content based only on the information provided which means they are completely relevant to your business. A bot Persona can be completely customized to match a company’s tone and provided with instructions on exactly how to answer certain questions and when to refer an inquiry to a human.
For additional functionality, CustomGPT.ai has recently added a major new feature: Search Generative Experience, as well as a 7-day free trial which means your human resources humans can try out new efficiencies and engaging experiences for employees.
