"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
New Data on Employee Mental Health, Business Impact, and Employee Perception
Mythbusting AI in Talent Acquisition on We’re Only Human
Top Concerns for HR in 2022 on We’re Only Human
Creating a Vibrant Performance Process: Insights from Two Chief People Officers
Stop Avoiding AI and Embrace Human Experiences on We‘re Only Human
Why Not Risk Hiring Someone Amazing? Featuring Peter Sursi of the FBI on We‘re Only Human
Leading Organizational Change at Siemens with Manuela Brede on We‘re Only Human
Talent Intelligence and Compensation with Salary.com‘s CEO on We‘re Only Human
HR‘s Role in Driving Organizational Success with Julie Salomone on We‘re Only Human
Interviews as a Source of Rich, Actionable Data with BrightHire on We‘re Only Human
20 Hiring Strategies, Ideas, and Tips for a Tight Talent Market on We‘re Only Human
Openness to Failure as a Critical HR Skill on We're Only Human
Digital, Secure Document Management for HR Teams on We’re Only Human
What's Your Culture of Health? Featuring Mobile Health on We're Only Human
SMB Employers, Complexity, and Compliance with Jordan Conley on We're Only Human
Personalizing Talent Practices at an Individual Level with Juan Betancourt on We're Only Human
How to Bring the HR Community Together with Bill Banham on We're Only Human
Work Has Changed at DHL - Here's How The Company is Prioritizing Talent
Don't Judge for Feelings, Judge for Actions - Featuring Faye Ekong on We're Only Human
Workplace Performance is 90 Percent Mental with Roger Kitchen on We're Only Human
Join Podbean Ads Marketplace and connect with engaged listeners.
Advertise Today
Create your
podcast in
minutes
It is Free
The Commercial Edge: Unleash the Power of People
The emPOWERed Half Hour
Aligned Money Show
Gorse Culture PODcast : The H.R. Detective Agency!
HCI Leadership Revolution
The Ramsey Show
Planet Money