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How Intelligent Technologies Are Being Applied in HR


Initiatives around incorporating intelligent technologies to automate and create efficiencies across different HR processes is a top priority for many vendors. To date, RPA has made the most headway, e.g. in payroll for forms management, in benefits for pension calculations, in recruiting for scheduling a candidate’s interview or resume scanning, and in learning for processes around training certifications. RPA developments will continue, and will focus across the board, including for payroll processing, and for the onboarding process, as well as for some processes within workforce administration, such as exit management.

Moving along the intelligent technologies continuum, developments around machine learning will pick up over the next six to twelve months. For example, processes that will leverage machine learning include candidate sourcing and case management, including analyzing helpdesk tickets to determine inquiries for chatbots. Other ways machine learning will be used include crawling through error logs to determine common errors, so that quality controls can be built.

Currently, the use of chatbots in HR is limited but is growing quickly due to their ability to transform the employee experience. Initial deployments of chatbots are focused on frequently asked HR questions, but future developments will be focused around talent acquisition, including the onboarding process.

The third area of intelligent technologies that will gain momentum is advanced analytics. At present, the majority of HR analytics leveraged in the market are focused on descriptive analytics, with some vendors such as ADP currently leveraging predictive analytics particularly for determining employee turnover. IBM has also made headway around cognitive analytics. The use of predictive and prescriptive analytics by HR suppliers will become even more important as a value-add service offering as adoption of cloud HCM platforms, such as Workday and SAP SuccesFactors, increases, since these systems already supply users with descriptive data.

Other examples of HR service vendors leveraging predictive analytics include:

  • NGA HR via its cleaHRsky offering, which bundles cloud HR software and HR services together
  • Infosys via Payroll Hawkeye, which leverages its Mana engine to identify problems before payroll is run
  • Capgemini is using predictive analytics to help its HR BPS clients run proactive campaigns to prevent queries
  • Zalaris will be launching a HR analytics offering, including predictive and prescriptive analytics in the near future.

There’s no doubt that artificial intelligence will transform the HR industry over the next few years.  Stay tuned for continual updates on this topic.

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