Frazer Jones Amsterdam recently held their final event of the year discussing Employee Engagement and looking at how Chatbots could revolutionise the way we listen to employee sentiment, thus ensuring that a company can temperature check, in real time, how the employees are feeling towards the business. As such giving them the opportunity to act accordingly.
We were delighted to welcome back Mandy Chooi who introduced us to Phil Kropp from OrangeTrail. Phil presented a demo Bot focused entirely on a new way to conquer the MOS (Massive Online Surveys) and interact with the employees in way that was instantaneous.
Mandy opened the discussion with the 12 (which eventually turned into 13!) painful points of an MOS:
1: The cost outweighs the benefit – Massive online surveys can prove to be extremely expensive so do the results and results match the expenditure?
2: Tell me how you feel…next year – These surveys can often take up to 6 months before the employer sees the results. The time lag of what an employee’s feels at that time compared to action taking against it does not marry up.
3: It’s very complicated / Don’t try this at home / Leave it to the professionals – how often does your survey provider go into depth about the complication of the survey?
4: No, you cannot use your own questions – The Benchmark!
5: “As long as we outperform the Scandinavian SME OEM Automotive Benchmark…”
6: No, you may not change questions – you need a trend! As an employer to you actually get the information out from the survey you want when you are not allowed to ask your own questions?
7: Organisational Hierarchies – Get that wrong and it’s all over!
8: It generates endless work
9: Opposite of Agile. Having a survey that reads the mood of a company at a certain time and point only to show results 3-6 months down the road does allow you to be agile enough to act on the employees sentiment.
10: Survey Fatigue. Too many surveys can lead to a huge disenchantment especially when they are not being listened to or acted against,
11: Driving and only looking at the rear-view mirror. Online surveys only look back and not forward due to the reactive nature of them.
12: Deep down, you know they don’t tell the truth on these surveys because they know nothing will be done with their feedback.
(added extra!) 13: We cannot survey people who work in factories.
Mandy added; “the most important way of communicating is listening”. If our staff don’t feel that we are going to do anything about their issues, then what is the point?
An example – In a very basic way how great would it be for a member of staff if they had a concern that was either to do with their manager or a grievance that could be voiced via a ChatBot and instantaneously the Bot can decipher who the best person is to speak and find out if they are free to discuss and book the meeting there and then.
More than this though ChatBots can grow into learning tools by asking how employees feels about certain projects and if they have all the tools they need to perform at the highest level. ChatBots can on a basic level answer questions around pay, holidays, contract queries.
On a larger scale ChatBots can ask employees what they think of certain changes in a company and give real time feedback to managers, executives and the board. ChatBots can give a pulse check on how employees feel about a certain scenario within 15-30 minutes so Managers and Leaders can act swiftly and more importantly, precisely. In return, employees will feel way more engaged if they see and feel that their voices are being heard. Obviously the company still needs to act in a way that they deem appropriate but hopefully real time feedback will help navigate this.
What was really apparent was just how far the use of ChatBots and technology can go to enhance the employee experience. ChatBots are not here to take place of HR but to enhance it and as such enhance the employees relationship with the business.
The second half of the presentation saw Phil Kroop demonstrate a live ChatBot so that our audience can see how they work and the type of scenarios they can be deployed in.
Phil took us through a few examples of a few platforms where Bots are already being used, the types of Bots that are available for HR and why we should use them.
Facebook Messenger, WorkPlace, WhatsApp, Yammer and Slack are all great examples of where Bots are being used well and could be incorporated into a business.
Phil showcased the Employee Engagement Bot to show the audience a different way of thinking but they can also be introduced into a new starter process, a visitor bot and also be used as an expenses bot.
“I THINK ONBOARDING/NEW STARTER BOTS ARE PARTICULARLY INTERESTING, AS NEW STARTERS OFTEN SPEND SO MUCH TIME DURING THEIR FIRST DAYS WAITING TO FIND OUT HOW TO GET SETTLED!”*
A Bot can be instant and available – in some cases you would only need to scan a QR code for access (which can be password protected). Most people now have a mobile phone and in some cases have access to up to 3 ½ different mobile devices a day.
Email is still by far the most popular way to communicate but Facebook Messenger is quickly catching up. Messenger currently has 2.2 billion users which equals to 30% of the world with 60,000,000,000 messages being sent per day.
It is difficult in this day and age to differentiate if you are speaking to a human or a Bot so you can be as clever as you like, for example, you could add in a pause between replies to make it come across more natural or even add elements of humour to your responses.
Thank you to all of our participants on the day. You can watch the full event here:
*a comment made by a Live Stream participant