Conversational AI is taking our jobs – Thank goodness
Alexa, Google, Siri, none of this conversational AI technology is new in the market. We have been using conversational AI in a number of ways and we have found it both very simple and helpful and we have found it quite frustrating.
Nearly one-half1 of adults use digital assistants every day and 87%2 say it is more convenient than speaking to a human. While I would love to drill down into the philosophy of it all, it comes down to how it is utilized and what the purpose is.
Well, let’s set a little context. According to AI Business, enterprise HR teams spend 70% of their day responding to repeated requests. I’m sorry but if I spent 70% of my day doing the EXACT same thing, I would go mad. But…good news, nearly all of these requests can be automated because, by definition, they are repeatable and that is where the value proposition of digital assistants and conversational AI comes into play.
Let’s face it, no matter what we want, employees typically search one or two terms for what they are looking for then give up and call HR. It is going to be a long road to change culture on how people look for information, but if you give them the right tools, we can speed up that process and take the employee experience to the next level.
This is why in the first half of 2020 we will be officially launching our digital assistant as an embedded element of the SAP SuccessFactors HXM Suite.
The digital assistant will be powered by the SAP Conversational AI platform.
This means your employees can simply say something along the lines of “I need to create an activity” and get to where they need to go, either to complete the action or to give them related resources and links to help.
But it is so much more than just search results; it is a combination of actions, destinations and content to help them be successful. With the SAP SuccessFactors Human Experience Management (HXM) suite, we infuse these type of intelligent technologies to create meaningful experiences that fundamentally alter how productive people are, how quickly and easily they can get an answer and how HR services them.
If you want to read a bit more on how Digital Assistants can change how HR operates, check out this whitepaper: SAP Conversational AI: An extra set of hands to increase employee productivity
1 Pew Research Center, December 12, 2017
2 PWC :https://www.pwc.com/us/en/services/consulting/library/consumer-intelligence-series/voice-