Utilizing a Chatbot as the Entry Channel for an HR Shared Services Contact Center

Description: The variety of applications for the use of Chatbots is extensive in the corporate back office, including Human Resources related activities.

This Peercast will look at the efforts of one of our member companies in utilizing Chatbot technology as an entry point to their HR Shared Services contact center, including how the technology was selected and implemented.

Peercast Poll Results

Poll Title: Employee Contact Center Structure and Level of Automation

Background: One popular approach to providing support to the employee base is through the use of an employee contact center. This poll looks at the utilization of this type of structure and the type of automation being leveraged to support this organization.

Poll Question: Response that best describes the utilization of an employee contact center at your company?


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  One global contact center 19%
  Multiple regional centers (Americas, AsiaPac, etc.) 42%
  Multiple centers supporting one or more countries, but not entire regions 13%
  Contact centers supporting separate business units 10%
  Other (Please Comment) 3%
  No employee contact center utilized 13%

Poll Question: Level of automation utilized by your company's employee contact center(s)?


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  Highly Automated - Use of leading-edge technology, such as bots, AI, etc. 0%
  Moderately Automated - Strong use of advanced call center technology 16%
  Limited Automation - Use of standard call center technology 72%
  No employee contact center utilized 13%