BPO Thought Process

BPO Thought Process

Opinions expressed on this blog reflect the writer’s views and not the position of the Capgemini Group

Do you ‘do’ Robotics in HR?

“Do you ‘do’ Robotics in HR?" I have lost count of how many times in a week I am asked this question by HR leaders. I find that it is a strange dynamic that many still believe that HR is ‘special’ and therefore robotics in HR should be ‘new’ or even disruptive. To me, this smells of a traditional HR leader that is led by technology trends rather than someone sitting in the driving seat crafting the organizational interaction or experience that they should drive.

So for my friends in HR who wonder if we ‘do’ robotics in HR, here are 3 key automation trends to consider:

1. Pro(cess)bots which are faster, more efficient, and reduce errors. They work in the back office and undertake repetitive tasks empowering HR teams to focus on the less mundane and critical tasks of business partnering and candidate/employee engagement.

2. Chatbots to power the employee helpdesk. These are critical to helping employees look for answers in their natural language while reducing the number of queries that actually convert into calls or emails. They look and feel like you are chatting to a human. Chatbots are essential when you implement new HR systems       like Workday or SuccessFactors which push the responsibility of people transactions to the thousands of managers out there.

3. ThinkBots using Artificial intelligence is what will truly disrupt HR where the processing technology is already leaps and bounds ahead of Finance or Supply chain functions. The application of this in HR is about 12 months away due to the complexity of human interaction. But it will get there.

So to answer the question – Do we ‘do’ Robotics in HR….doesn’t everyone?

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Anjali Pendlebury-Green
Anjali Pendlebury-Green

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