HRO Today March 2018 - 39

Understanding Candidate Attitudes
According to Randstad U.S.A.'s recent survey of job seekers, candidates want
automation with a human touch.
Talent Acquisition
82%95%87%82%
are frustrated by an
overly automated job
search experience.
Source: Randstad U.S.A.
struggles to answer questions or respond appropriately to
candidates, that can negatively impact the employer brand
more than having a candidate wait for an answer from a
recruiter, " says PeopleScout's Bridgen.
3. Ensure the chatbot is integrated. " Chatbots should be
part of an end-to-end technology solution, integrated
throughout the entire application process in order to be
the most effective in communicating with candidates, "
Bridgen explains.
By integrating chatbots into a broader strategy, HR
teams can access data across their organization's talent
acquisition and management platforms to generate
insights and improve functionality.
" Many chatbots can integrate with ATS or CRM software
in order to provide deeper information to candidates, "
says Adam Godson, Cielo's head of technology. For
example, if candidates are looking to fi nd the status of
their applications or to reschedule an interview, a platform
that is integrated would likely have access to the right data
to answer those questions.
4. Train the chatbot and measure its results. Once a chatbot
is in place, HR teams should ensure that it is providing a
good user experience. " When you get it up and running,
the bot needs to continually learn. I don't think you could
just put a bot in place and wipe your hands. You've got to
constantly tinker with it, make sure that it's learning from
all the questions it receives and responses it provides, and
then measure the feedback that people are providing on
it. If users are not having a positive experience with it,
then you've got to change it, " says Nash.
Chatbot performance can be measured in several ways:
* Real-time candidate feedback. " Chatbots can be easily
programmed to gather experience metrics at the end of
a chat or use text sentiment analysis to gauge candidate
happiness, " says Godson.
* Post-hire surveys. " Many of our customers use posthire
surveys to evaluate how text messaging, live chat,
and chatbots impacted the candidate experience, " says
Kostelnik.
* Measured outcomes. " Chatbot effectiveness can be
measured by time-to-hire, average response time, and
candidate response rates, " Kostelnik adds. In addition,
organizations can evaluate chatbot performance by
measuring the amount of time that they save recruiters.
5. Maintain a balance. Although chatbots can play an
important role in automating and enhancing certain parts
of the recruitment process, organizations need to continue
providing human interaction. " Chatbots alone won't
address all of the challenges facing recruiters today, "
says Nash. " While there's the ability to make things more
effi cient or give information more quickly, at the end of
the day, the human interaction will continue to be the
most important part of the interviewing and assessment
process. "
According to a recent study by Randstad U.S.A., while
most job seekers fi nd value in technology, 82 percent
are often frustrated by an overly automated job search
experience. In fact, 95 percent of respondents believe
that technology should be used to aid the recruitment
experience, not replace it.
" Candidates prefer an experience that has the right
mix of technology and real human interaction with a
recruiter. While a chatbot can automate some of the hiring
processes, recruiters need to continue to play a major role
in engaging with candidates, especially through stages like
the offer management process, " says Bridgen.
MARCH 2018 | www.hrotoday.com
[39]
believe technology
should be used to
aid the recruitment
experience, not
replace it.
feel that technology
has made the job
search process more
impersonal.
believe that the ideal
interaction with a
company is one where
innovative technologies
are second to human
interaction.
http://www.hrotoday.com

HRO Today March 2018

Table of Contents for the Digital Edition of HRO Today March 2018

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