{"id":8750,"date":"2016-12-08T12:32:00","date_gmt":"2016-12-08T20:32:00","guid":{"rendered":"http:\/\/pocketwisdominsights.com\/pwicolab\/?p=8750"},"modified":"2019-02-18T20:57:03","modified_gmt":"2019-02-19T04:57:03","slug":"does-hr-really-need-humans","status":"publish","type":"post","link":"https:\/\/pocketwisdominsights.com\/pwicolab\/technology\/pwi-co-lab-staff\/does-hr-really-need-humans\/","title":{"rendered":"Do Human Resource Departments Really Need Humans?"},"content":{"rendered":"

Opening Insights: Removing the ‘Human’ From Human Resources<\/h2>\n

In 2013 a study by Michael Osborne and Carl Frey from Oxford University\u2019s Martin School identified 720 occupations that were at-risk due to automation, based on nine key skills.1<\/a><\/sup> The study found that by 2035, there was a 90% chance that Human Resource (HR) administrative jobs would become automated, however, HR managers, directors and officers were less likely to be replaced by robots.2<\/a><\/sup> Their study is quickly becoming a reality with the increase in technology innovations that take the “Human” out of Human Resources.<\/p>\n

Let’s take a quick look at bots, one of the Artificial Intelligent tools set to change the face of organizations and HR in the coming years. As you read the section below consider the decision of Robert Oppenheimer who asked: not can I build this atomic bomb, but should I?<\/em><\/p><\/blockquote>\n

Informational Insights: The Rise of the Bots<\/h2>\n

We live in a world where people would rather text each other (through instant messages) than talk to each other.<\/p>\n

Chat is a better medium than the phone for most people, especially younger people. But it doesn\u2019t solve everything. An inarticulate consumer is going to be inarticulate over chat. A rep that\u2019s having a bad day is going to be just as inflexible and unsympathetic in a chat. Changing the medium isn\u2019t a silver bullet for customer service. Bots can help with customer service. They can gather information for the eventual interaction with a human rep, understand exactly what happened and what the consumer wants and even be empowered to solve basic issues, automatically.<\/p>\n

Bots have been around a long time \u2014 \u200aphone systems ask you to speak your account number, say what you\u2019re calling about or push a digit corresponding to what you want. The difference is that, while those kinds of bots typically annoy customers, chatbots have the potential to have the reverse effect. The right balance of \u201cbot\u201d and \u201chuman\u201d is going to be different for each company, and it depends greatly on the quality of the bot \u2014 and, of course, the quality of their human customer service reps. 3<\/a><\/sup><\/p>\n

What is a bot?<\/h3>\n

A bot is software that is designed to automate the kinds of tasks you would usually do on your own, like making a dinner reservation, adding an appointment to your calendar or fetching and displaying information. The increasingly common form of bots, chatbots, simulate conversation. They often live inside messaging apps \u2014 or are at least designed to look that way \u2014 and it should feel like you\u2019re chatting back and forth as you would with a human.4<\/a><\/sup><\/p>\n

What a wonderful bot you are.<\/h3>\n

There are many bots out there today and even many more being developed. Here is a look at a few HR bots, staking their claim in the industry:<\/p>\n

1. Amy from X.ai. <\/strong>
\nAmy is a digital personal assistant bot from NYC-based startup X.ai. Amy can:<\/p>\n