'Overwhelmingly positive': HR raves about chatbots

Half, however, have received complaints from employees

'Overwhelmingly positive': HR raves about chatbots

HR professionals are embracing chatbots in the workplace despite doubts from some employees, according to a new survey. Capterra's survey of 300 HR professionals revealed that 52% have integrated an HR-specific chatbot in their systems. Another 41% said they are considering getting one, while seven percent said having one is not in their plans.

The findings indicate the growing popularity and interest of HR departments in HR-dedicated chatbots, which are able to address common concerns of employees or jobseekers. 

The pros and cons of chatbots

From HR, chatbots received "overwhelmingly positive" reviews. According to the Capterra survey, 48% of chatbot users called the quality of the tech “excellent" while 46% said it was "good," and only six percent said it was "fair."

However, the numbers fall somewhat: 67% of HR employees with chatbots are confident that the tech is delivering accurate information, while 60% believe that chatbots can correctly process requests.

In addition, nearly half (49%) of surveyed HR chatbot users say they've received a complaint from an employee or jobseeker about their chatbot's performance.

According to Capterra, 15% received "multiple complaints" about their chatbots, while 34% received one in the past. More than half (51%), however, have not received any complaints from employees or jobseekers about their HR chatbot.

Errors of could include misinterpreted or misunderstood queries, or bad or illegal advice.  

"HR departments know the rules for how they can and can't help employees, but chatbots may not know all of these nuances or when to direct complex questions/requests to a human HR rep," said Brian Westfall, associate principal analyst at Capterra.

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