"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
Human Benefits for a Human Workforce with Maribeth Bearfield on We're Only Human
Stop Anonymizing Employee Feedback--Insights from Joyous on We're Only Human
Introversion-The HR Super Power with Tim Gardner on We're Only Human
Hire Internal Employees to Drive Engagement and Career Ownership with Jerome Ternynck on We're Only Human
Owning HR's Cybersecurity Responsibilities with Erika Lance on We're Only Human
Connecting Healthcare Operations and Recruiting at Mercy on We're Only Human
Making Magic for Candidates with Paradox.ai on We're Only Human
3 Keys to Creating and Becoming a Best Place to Work: Angie Redmon on We're Only Human
What is the Extended Workforce? Insights from Utmost on We're Only Human
HR Analyst Day *Podcast Takeover* Featuring Engagedly on We're Only Human
Engaging a Field-Based Workforce-Lessons from Nussbaum Transportation on We're Only Human
Empowering Your Internal Experts for Better Learning Outcomes on We're Only Human
Measuring Productivity in the Modern Workplace: Prodoscore on We're Only Human
Mediocrity, Clarity, and Personal Brand with Carla Patton on We're Only Human
How Paypal Maps and Creates Employee Journeys on We're Only Human
Ashley Furniture Saved ~$5 Million with Employee Retention: Featuring Humantelligence on We're Only Human
How to Drive Business Innovation from Within HR on We're Only Human
How Do I Support a Remote Work Culture? A Q&A Episode on We're Only Human
How Takeda Radically Transformed Its HR Operating Model on We're Only Human
Why Learning is the Superpower We All Need: The Upskilling Imperative on We're Only Human
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