How can HR leverage Robotics to enable Customer Centricity?

December 12, 2017

For some time now, computers have been able to reproduce processes that were thought to be the sole preserve of the human brain. Sectors, like manufacturing, depend heavily on technology, then why are we behind in the field of HR? And how can HR leverage robotics to enable customer centricity?

Imagine the following, you, a recruitment candidate, apply for a position, referred to you by interacting with a virtual agent, which understands your skills and the job requirements. Your interview procedure is virtual, where required, with a high-level of human interaction. The agent guides you through every step of the way until you’re fully integrated: introducing you to your new colleagues (including planned coffee dates and etc.), helping you request a laptop and a phone of your preference and connecting you to relevant trainings and activities. Actions like creating a job offer are fully generated through robotics, which automatically leads to the set-up of your employee profile in the system. This leaves your Line Manager and HR to have all the time in the world to connect with you personally and to focus on the human aspects of the job. For instance, helping you settle in the position and the organization.

HR is about recognizing and enabling human capital to contribute to organizational success. This is only possible when it directs its efforts towards the workforce, employing efficiency and digitalization, where possible. The job sector is rapidly changing and there is no doubt that HR needs to find a solution to make the it future-proof, by applying the full robotics spectrum on the department. In this way, HR can also facilitate the digital transformation for the rest of the organization, by ensuring that the workforce has the right competences to work with, or even better, develop technology within robotics.

“It would enable HR to focus on the real value of HR services: the human connection to their customers at the moments that matter”

The HR function should be able to leverage the full spectrum of robotic automation, ranging from rule-based robotics to artificial intelligence. Some examples of this being:

  1. Integrated Desktops & Scripts – Consolidating data from multiple sources into a single view to complete a process and assist HR agents in their daily operations in an HR contact center. In this way, we can take over some time-consuming research operations and make sure HR agents can focus more on human-oriented processes;
  2. Process Automation – Using technology to manipulate existing application software, replicating the human activity. This can be applied to all rule-based HR processes, based on structured inputs in standard formats;
  3. Digital / Virtual Assistance – Interactive agents with human-like traits and communication style, being able to answer questions and perform business processes, which build competence through learning and observing. This way, we can make sure that standard questions can be learned from and are not time-consuming;
  4. Cognitive Computing Solutions – Systems that gain knowledge from data as ‘experience’ and apply it in future situations from learned from past interactions. Such as algorithms used for scanning resumes for relevant positions that typically get many responses.

The spectrum ranges from assisting a human employee with a task (1), to replacing the humans on the back-end (2), all the way to assisting humans in decision-making on the front-end (3, 4).

It is clear that there are many technologies that will soon reach the HR landscape. This will not only automate some of the HR work or augment it, leading to insights-driven decisions, but would also enable HR to focus on the human connection to their customers at the ‘Moments that Matter’. It’s not just about introducing digital HR for cost-effectiveness, but about making a difference for the customers.

Interviewee: Sandrijn van Stokkum

Photo by Samuel Zeller



How can HR leverage Robotics to enable Customer Centricity?


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