HRO Today May 2018 - 13

Cover Story
by the future technologies, " says Kristy Godbold, global
human resources offi cer and senior vice president of
talent acquisition, HR analytics, and global fi nance at
Marriott International, Inc.
AI is Here to Stay
There is no denying that intelligent machines are
powerful analytical and predictive tools that create
better outcomes for the forward-thinking companies
bold enough to implement them. Consider this
hypothetical situation from Dan Staley, partner and U.S.
HR technology leader at PwC:
" It's Sunday. Stephanie, one of your top performers
working on a critical project who is on the lower end
of the pay scale for her job code, just worked 40 hours
of overtime this week. Actually, she has been working
a lot of overtime these past few months. She also just
connected on LinkedIn with a recruiter from your biggest
competitor, and two of her co-workers and close friends
have recently left the organization. Based on analytics,
your HR system knows exactly what is about to go down.
" Knowing that you have spot award budget left in your
rewards application, your digital assistant asks if you
would like to send a note of appreciation-which has
already been drafted-along with a $500 spot bonus.
In addition, your digital assistant found time on both
of your calendars on Monday and suggests a quick
meeting so that you can touch base and talk about career
development. Your application asks if you approve; you
say yes. Stephanie is touched. Crisis averted. "
This example demonstrates the immense value that
intelligent solutions could bring by illuminating
connections in disparate data systems. While today's AIenabled
tools aren't yet equipped to achieve this level
of performance, they are already being leveraged by
organizations for a wide range of tasks, particularly in
the talent acquisition process.
According to the results of the recent study Bits Don't
Byte: HR Finds Artifi cial Intelligence a Positive Evolution
by HRO Today and Alexander Mann Solutions, the most
common applications of AI in HR today include:
* candidate screening;
* responding to candidate queries;
* interview scheduling;
* media management and candidate targeting; and
* candidate assessment.
CASE STUDY: AI AT
MARRIOT INTERNATIONAL
Marriott International is on the cutting-edge of
AI adoption in the hospitality industry. According
to Kristy Godbold, global human resources offi cer
and senior vice president of talent acquisition, HR
analytics, and global fi nance, Marriott's adoption
of next-generation technology centers around
two goals: improving the guest experience and
improving the candidate experience.
1. The Guest Experience
" Innovation has always been part of the Marriott
story, and personalization of the guest experience
is the next frontier, " says Godbold. " We are looking
at technology as a tool that will help enable this
idea. More than ever, we're being thoughtful
about how we approach innovation holistically by
considering tech-driven service and how that can
completely support and enhance human-touch
service. Consumer preferences change depending on
the purpose of the trip-sometimes guests prefer a
self-service, low-touch approach while other times
prefer high touch. Technology lets us customize our
offerings so guests receive the service they expect.
This enables our associates to dedicate more time to
delighting customers. "
2. The Candidate Experience
" Marriott International radically enhanced the job
search and apply experience with the launch of
MC-the Marriott Careers chatbot for Facebook
Messenger. Powered by data-driven logic and
specialized algorithms, the hospitality industry's
fi rst virtual assistant for job seekers creates a
more personalized and effi cient experience while
delivering several other benefi ts to users who have
an interest in a Marriott career. MC converses with
job seekers, guides them to easily apply for open
jobs based on discipline and location, and provides
education on the company culture and values. We've
also added a fun quiz that lets job seekers learn
which of the 30 Marriott hotel brands may align
more closely with their interests. In addition, we are
launching a new digital learning platform which
will drastically enhance our learning capabilities for
Marriott International, " Godbold explains.
MAY 2018 | www.hrotoday.com
[13]
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HRO Today May 2018

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

HRO Today May 2018 - 1
HRO Today May 2018 - 2
HRO Today May 2018 - 3
HRO Today May 2018 - 4
HRO Today May 2018 - 5
HRO Today May 2018 - 6
HRO Today May 2018 - 7
HRO Today May 2018 - 8
HRO Today May 2018 - 9
HRO Today May 2018 - 10
HRO Today May 2018 - 11
HRO Today May 2018 - 12
HRO Today May 2018 - 13
HRO Today May 2018 - 14
HRO Today May 2018 - 15
HRO Today May 2018 - 16
HRO Today May 2018 - 17
HRO Today May 2018 - 18
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