Maximizing the Potential of Chatbots: Best Practices

Gartner predicted that, by 2022, 70% of interactions with consumers would involve emerging technologies such as machine learning (ML) applications, chatbots and mobile messaging, increasing from 15% in 2018. Nowadays, we are on the crest of the wave generated by Artificial Intelligence chatbots such as OpenAI's brainchild, and the famous ChatGPT-3; which reached 1 million users just one week after its launch. Apparently, Gartner was right: the use of smarter chatbots is here to stay.

As creators and managers of our own AI chatbot, Emi, we feel it's time to talk about our small contribution to the world of AI for recruitment.

The evolution of chatbots

Chatbot technology has vastly improved since the introduction of first chatbot program, ELIZA, in 1966. Although every technology that has been launched after ELIZA, such as A.L.I.C.E., had notable changes, chatbot technology can be thought of in two categories: 1) prior to machine learning, logic-based models: bots like ELIZA that were programmed with specific answers and 2) machine-learning, language-based models that began to be used in the 90s and include more sophisticated programs such as Amazon's Alexa and ChatGPT-3.

It is important to note that technology in the second category, language learning machines or LLMs, is powerful only if it is programmed and trained to be so. There is a wide range of LLM bots due to variations in programming and inputs.

However, chatbots come in all colors. For example, e-commerce bots that are commonly found on retail sites, support bots that are among the FAQs and answer questions 24/7, and sales bots that help capture leads immediately without human intervention. In addition, there are recruitment chatbots that are specifically designed to optimize human resources processes. This can simply mean receiving candidates' CVs and sending them to the recruitment manager, or it can go a little further along with the onboarding process.

What is a mass recruitment chatbot?

So what's the difference between a recruitment chatbot and the regular chat on your website? Like other types of chatbots (for example, e-commerce, support or subscription), recruitment chatbots are specifically designed to recruit talent. And, in our case, Emi, the chatbot on our platform, is made especially for mass recruitment and talent teams.

Emi uses machine learning to inform AI interactions, such as ChatGPT-3. However, our technology is customized for mass recruitment use.

One thing to keep in mind when recruiting operational workers is that they are usually not familiar with or comfortable sharing a formal CV. By means of automated questions, our chatbot allows candidates to not have to send their CV. The information collected from these responses is archived to form a secure profile of each candidate.

Best Practices for Recruiting Chatbots

Whether you're launching your first recruitment chatbot or are trying to figure out how to implement it, it's important to consider the following practices:

1. Share what the company does and what opportunities there are

Like recruiters, recruitment chatbots should sell your company to the candidate and not just passively collect information. Use the chatbot as a channel between your brand and the candidate. Keep in mind that, like any message or chat interaction, brevity is key. Make sure your company's speech to candidates is concise and engaging.

2. Clearly report the salary range and any other benefits

It is key to provide information to candidates about the salary they can expect from the vacant position. Keeping this information hidden until the end can lead to frustration on the candidate's side and a smaller pool. Benefits such as immediate payment or a flexible scheme can be the difference between your company and the competition. We recommend providing as much clarity as possible in chat conversations to 1) keep candidates interested, and 2) rule out people who have other expectations.

3. Personalize communication based on location

A person's comfort with the chatbot plays an important role in whether they submit the request or leave the application process. Therefore, it's important to use geographic data to use language, jargon, and tone that the person is familiar with.

For companies that have hundreds or even thousands of locations around the world, it's also important to customize position information, since each location can have different hours, salary ranges and responsibilities.

4. Adjust possible biases

At Emi, we believe that automated recruitment should allow more workers in operational roles to have access to better opportunities. For this to be possible, it is essential that information that may lead to biases be removed from the application process. For example, if a chatbot asks candidates about their age, race, or gender, you could potentially discriminate against certain groups. Instead, focus on asking questions that are strictly related to the candidate's job position and qualifications.

5. Define what is essential information

While you may want as much information as possible about a candidate, you should consider how much information the person is willing to give. For example, you may be interested in knowing how long the candidate worked for each of their employers, but you decide to ask only about the period in which they worked in their most recent role and then ask the rest in a filter interview.

It boils down to defining what information is essential for evaluating candidates before the next step in the recruitment process.

Setting up your chatbot for success

Adding conversational AI to your recruitment efforts can be a significant change for your company, even if you're already using other advanced HR technologies. Be sure to define what this technology will be and what it won't be.

For example, it's important to clearly understand what steps in your process you plan to use the chatbot.

Let's imagine that you're experiencing a high abandonment rate from the application process. You might want to streamline that process by replacing a long form with a conversational chatbot. Or, perhaps, if your team spends a lot of time interacting with candidates to schedule interviews, you could use a chatbot to communicate with the candidate at times that are convenient for them.

But while these bots are powerful, it's not a technology to set up once and forget about. The chatbot is an extension of your brand. Once released, you need to monitor it to create a continuous improvement cycle. In our experience, even small adjustments can make a big difference in how effective a chatbot can be in connecting with candidates.

The potential of chatbots

As we have seen over the past three months, chatbots and conversational tools with AI are changing the business world. While it may seem like an intimidating task, using these practices will help your team focus on their objectives: improving the candidate experience and streamlining the recruitment process.

For more information about how to incorporate a recruitment chatbot into your organization, contact an Emi expert by clicking Here.

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