"In 2021, our employees asked about 27,000 questions from the chatbot and completed about 16,000 transactions. So this year our focus is really on reinforcing awareness and adoption while we're working to continue to improve our processes, our content, and our support structure."
Nicole Sloan, Employee Experience Leader, Kimberly Clark
We're Only Human -- Episode 138
For many workers at large companies, the only way to get help is with a phone number or a web portal. While there's nothing wrong with those actions, they can be disruptive to the daily flow of work and even difficult for those working in positions that don't lend themselves to office or desk work.
Kimberly Clark's Employee Experience team knew this and set out to change the fundamental interaction points for the firm's 46,000+ global workforce (including everything from desk workers to front line workers and everything in between).
The plan hinged on the implementation of KayCee, a chatbot that drove rapid, tailored interactions for every single request that came in. Listen to this episode to hear how Nicole Sloan and her team approached this challenge. In addition, we get to hear from Melissa Swisher from Socrates about how she and her team helped to enable these positive outcomes with a personalized, responsive chatbot experience for the workforce.
If your company is thinking about a chatbot for employee self service, this story is going to give you good ideas and insights for your journey. If you're already on that path, this conversation has good ideas for process improvement that you won't want to miss.
Show NotesSee our show archives and sign up for free updates
Pay Transparency and Compensation Trends with Marriott’s VP of Global Compensation
New Research on the Impact of Employee Belonging
Chief People Officer Perspective: How Persado Uses Bryq to Debias Hiring Decisions
How Southwest Airlines Promotes Internal Career Opportunities on We’re Only Human
Don’t Teach Managers About Engagement: Teach Them to Be Engaging
This RPO Firm Hires Thousands of People a Year-Here’s How Hiring is Changing
Better Managers, Better Support, Better Results
Positioning Culture as ”Business Success Insurance” on We’re Only Human
How Mayo Clinic Selects Leaders: A Case Study
Mentoring the 80% - Avoiding the Rock Stars and Duds
Making ”No Regrets” Changes as People and Business Leaders
The One Thing People Analytics Teams Often Get Wrong
How to Win in the Modern Hiring Environment on We’re Only Human
Prioritizing Skills to Drive Talent Agility at H.B. Fuller
The Data Behind Paid Leave and What Workers Really Want
How Montway Auto Transport Uses Stay Interviews and Employee-Centric Training
Psychological Safety, Resilience, and Work with Dr. Allessandria Polizzi
The Business and Human Value of Organizational Transformation
The CHRO of Memphis on Getting to HR’s Purpose
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