"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
34: How to Benchmark Your Use of HR Tech with Other Firms
33: How to Measure Your Success in an HR Career
32: 3 Stories that Highlight the Impact of AI on Human Resources
31: CIO Shares How HR Can Build Better Relationships with IT
We're Only Human 30: Should HR Ditch the Annual Engagement Survey?
We're Only Human 29: Go Old School to Improve Your Technical Recruiting
We're Only Human 28-4 Millennial Myths and a Very Hard Truth
We're Only Human 27: Learning Measurement and Business Impact with Kevin M Yates of McDonald's
We're Only Human 26: How to Make the Most of Your Next HR Conference
We're Only Human 25: How to Forecast Hiring Needs and Lead a Recruiting Team
We're Only Human 24: Learn How The Best Team Wins
We're Only Human 23: New Research on Addressing the Skills Gap in the Workplace
We're Only Human 22: Using Referrals and Purpose: How AlliedUniversal Hires 90,000 Workers a Year
We're Only Human 21: HR Tech Vendor Demo Makeovers with George LaRocque
We're Only Human 20: Growing a Company With Your Heart
We're Only Human 19 - Lessons on Culture & Engagement from the Trucking Industry
We're Only Human 18 - How to Become a Chief Operating Trouble Maker in HR
We're Only Human 17 - How to Build a Performance Management Approach That Works
We're Only Human 16 - The Neuroscience of Learning Content
We're Only Human 15 - HR Compliance vs. Being a Great Employer
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