3 things to think about how your HR chatbot will work for you
You’re doing your research; seeing what functionality is on offer, what the price is and considering what impact an HR chatbot could make. It’s a lot to think about. We’ve had a hundred conversations about this and there are 3 things that we find people haven’t thought about. We’re going to tell you about them here so that you can get ahead, plan and make sure you’re not surprised.
1. How long will you keep chats for?
It sounds like a silly question, doesn't it? We’re so used to having our text, email, WhatsApp and messenger history available to us that your first response might be: ‘forever’ or ‘as long as people want to’.
But, stop and think for a moment and you’ll already know; it goes deeper than that. For starters, these are employees accessing a system for work. Everything in the bot is like your company email. Company-owned. Likely you may have an existing position on:
- emails and how employees can use the email system; and/or
- document retention, especially considering GDPR.
Depending on your answers to these two, it’s could already be written down somewhere how long you will keep bot chats for.
If you haven’t got a documented position on emails or document retention, where do you start? We find our customers have a range of answers:
Every variation is correct, as each organisation is different. You need to think about what works for your company.
In thinking about the retention of chats, you also need to think about a couple of other things:
a) If you’re retaining the chats for a period, can your employees also see them for that time? Historical data could be archived in a separate data store where it may not be accessible for employee users.
b) Whether you are or aren’t retaining the chats, what do you need to make people aware of in communications?
c) Does this impact any MI that you might get from the system? It’s a challenge to say ‘we’ve been asked about Holidays 5 times more than anything else’ if you don’t have any data history to confirm that.
We can’t tell you what the answers are, as each organisation we work with has different needs and drivers. It’s never too early though to start thinking through what having bot-chats means for you.
2. Are you prepared for issues that having a bot might raise?
This needs a bit of explaining. We see different ways that issues come up that have nothing to do with the bot itself but everything to do with having a bot.