Can conversational AI impact employee experience?

| Ameya Deshmukh
Culture & Employee Experience

In a 2016 study by Future Workplace, 83% of HR leaders indicated that “employee experience is important or very important to their organization’s success.” It still is today. Did you know employee experience can impact profits and stock prices? Organizations that invest in employee experience generate 4x more profit per employee and outperform their peers by 147% in earnings per share.

For TA teams, impacting the employee experience means doing 3 things:

  1. Humanizing the candidate experience in the hiring process
  2. Improving culture by using AI to enable more diversity in hiring
  3. Keeping the recruiter – candidate relationship alive by recognizing milestones

Humanize the employee experience earlier in the employee lifecycle for all:

Creating a better employee experience starts with treating candidates like human beings instead of numbers or tasks. In the majority of firms, having conversations with candidates about the hiring process simply isn’t done. If it is done, it’s usually only done post-hire with new employees.

In 2019, we need to turn this model on its head. Gerry Krispin, Founder of CareerXRoads, shared “I’m convinced every employer desperately needs to engage those they reject at the beginning, middle and end of the recruiting process. Listening to candidates is an essential competency of a 21st-century high-impact recruiting function. ”

Whether you move forward with a candidate or not, candidates want a conversation and they want to be listened to. Conversational AI can manage these conversations as CAI has the sentiment and language understanding to manage a rejection conversation in a positive human way.

CAI also ensures having these conversations makes good business sense by using them to enrich your talent pipeline. CAI is able to use entity extraction to pull out relevant information from candidate responses and can auto-populate discrete fields in the candidate’s profile in ATS. Engage all of your candidates!

Improve diversity in hiring and company culture

Is it possible for AI to improve diversity in hiring? Aleksandra Mojsilovic, a research fellow in AI at IBM, seems to think so. Mojsilovic says, “AI has a shot at being better at decision-making than we humans are, particularly in hiring.” Data from AI studies at eBay, CareerBuilder, and from one of our large multinational clients suggests that AI can improve diversity.

AI can shine a light on hiring practices that are damaging diversity hiring that many HR teams are unable to notice, For example, eBay used AI to test different job descriptions with the goal of finding a gender-neutral copy. The talent acquisition team there discovered that a change in phrasing in job descriptions could influence whether the listing attracted more men or women by as much as 50%.

AI in recruiting can help by showing recruiters candidates that they wouldn’t think to consider by analyzing skills instead of resume headlines and recent roles. For example, CareerBuilder has improved diversity in their top leadership roles by 57% since they began using an algorithm to match candidates to job postings based on skills instead of resume headlines.

Conversational AI can improve diversity by letting candidates who might have been passed up in resume screening get a chance to show their personality earlier in the hiring process. A large multinational retail client of ours found that using Mya improved the diversity of their hiring teams by unearthing great candidates that their recruiting teams hadn’t had the time to engage.

AI can help you to find and attract more diverse new hires but it’s only as good as the data that’s put in. When you choose an AI partner, be sure to pick one that has intentionally been built with by a diverse team with a diverse perspective.

Keep the recruiter candidate relationship alive by recognizing milestones:

Susan Peters, Former Senior Vice President Human Resources at General Electric once said, “We define employee experience simply as seeing the world through the eyes of our employees, staying connected, and being aware of their major milestones.” Make sure you check in with candidates/employees at key milestones and moments.

The Watson Wyatts WorkUSA report recommended the following engageable moment opportunities across the employee lifecycle.

Key engagement opportunities:

  1. Recruitment
  2. Training/onboarding
  3. Performance reviews/goal setting/annual review
  4. One year anniversary

A recruiter or a conversational AI can reach out at each of these engageable moments. During recruitment, CAI can assist by having rejection conversations with candidates who aren’t qualified and directing them to a better role. After an employee has a performance review or completes a training, a recruiter or CAI can check in to see how things are going. Opening the door to 2-way conversations creates an opportunity for employees to provide feedback, express concerns, and share ideas.

Having these conversations is beneficial for staffing firms, because these conversations may lead to a candidate expressing interest in a new position. These conversations can also be beneficial for enterprise organizations to improve employee retention and demonstrate that HR and recruiting are invested in employees’ success. If recruiters don’t have the bandwidth to kick off or manage these discussions, conversational AI can be used to facilitate many of them instead.

Improving employee experience means recruiting leaders need to set empathetic recruiting as a tone for their organization. If they need to deploy automation to make that possible it’s important to select technology that supports human connection like conversational AI. Learn how deploying conversational AI with Mya can help you improve your candidate and employee experience. Book a demo today.

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