NLPBOTS boosts productivity by Automating HR Processes

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22% increase in productivity

56% reduction in time spent by HR department in handling employee requests and queries

90% increase in employee engagement with HR

As we speak more and more enterprises are exceeding these metrics and creating employee centric workspaces, ensuring a less stressful environment for their employees. This is possible thanks to NLPBot Platform – the cognitive process automation platform on which you can create and deploy multifunctional cognitive agents (NLPBOTS).

Cognition – can be defined as the next stage of machine evolution. We had early stages of machine evolution where thanks to the steam engine we were able to transfer our physical might to the machines. Over time thanks to the steam engines and locomotives the world literally shrunk as people and goods could be transported across continents easily and people were able to produce to meet that market. With the invention of the IC engine and energy forms like electricity we were able to control these machines quite well and that heralded the era of personal locomotives, radio, and a lot of industries started catering to the masses and as we got really cosy it practically ignited 2 world wars!

The third post war machine evolution happened when we made machines that could compute and control other machines (computers)  and again we transferred our computational abilities to these machines. In all the above cases of machine evolution we notice one unique reality. The machines did a much better job than humans – they had more physical power, precise control and amazing computational ability.

Which brings us to cognition – the ability of machines to make their own decisions. Given enough historical data and evidence and also outcomes (tags) the machines are able to determine to a very high extent the best course of action. This is applicable across every aspect of our lives. Today I am going to discuss how this power of cognition – the ability to understand data and take appropriate action is revolutionising the HR Tech space.

Take any employee in an organisation – Alex may be performing a particular function and will be part of a department that has certain goals. For example: Alex may be an account manager in the sales department that has the goal of generating more business from existing clients. To fulfill her responsibilities she will need access to enterprise resources and other departments including Human resources (to ensure that her personal needs are met and grievances addressed), Customer Relationship Management (to update her efforts and view progress), Enterprise Resource Planning (to ensure that she will have all the resources to provide the service or product to the customer), LMS (to ensure that her learning is updated) and a whole lot of other systems that are needed for her to fulfill her responsibilities.

Machines with cognition can go a long way in ensuring that most of the employees’ (Alex’s) needs are met, empowering her to achieve her goals and thereby make their department and hence the enterprise more productive.

Within HR process automation a lot can be automated off the bat. When you deploy a multifunctional cognitive agent like NLPBots for ZEmployee centric process automation you can automate several processes that are needed for the employees. The Cognitive process automation platform can help employees like Alex check for updates, remind on tasks, apply for leaves, reimbursements, claims, etc. It can also promt you (if you a manager) if ther are approvals pending. It can provide information that it has been trained on i.e. policies, SOP’s etc. The system can be trained to understand the input in multiple languages from multiple sources. It can then pull (status, counts, etc) data from any database connected as part of a workflow. A workflow is a set of tasks in a sequence to accomplish an activity or function. Employees can also push data using API’s onto the database as part of a workflow. Apart from this entire document sets, videos, etc can be directly fed to the CPA platform for training. These cognitive processes need not be only linked to the HR automation. It can extend into other areas like Learning management, ERPs, CRM, gatekeeping, etc by adding more workflows and connecting to other systems.

So you can see how when the NLPBots are trained and deployed they save a lot of time for the employees like aAlex by enabling them to access the HR department very easily across their platform of choice i.e MS Teams, Slack, Hangouts, etc and perform translations i.e. check leave status, balance, claim status, complaint status, etc and actually apply for leave, claims, etc. Apart from actually getting help from anywhere at any time automatically they can also get notifications, prompts, and suggestions to optimise ther effectiveness at work. Over a period of time when the NLPBots starts performing more activities for the employees they can get real smart and provide amazing insights to the enterprise as well.

Watch this space to see how the Multifunctional cognitive agents (NLPbots) are able to create huge value for enterprises by automating several tasks on behalf of humans and learn from each transaction to make the enterprise super efficient.

Era of the Bots

In enterprise conversations of 2020 inevitably one would come across bots in various contexts. References to Chat Bots, RPA bots, CPA bots and next gen Multi Functional Cognitive Agents will be sprinkled across conversations involving enterprise productivity, efficiency, automation and user experience. What are these bots?, How are they different? what does the future hold for the bots as well as the enterprise?

A bot is typically a software application to do a specific task, often simple and repetitive. If you consider level of sophistication or intelligence as a benchmark of progress, the bots can vary from rudimentary desktop automation bots to highly sophisticated multi functional cognitive agents. With chatbots being somewhere in the middle end of the spectrum as a transitory technology.

The image below shows some of the common technologies and automation terminologies in chronological order

RDA Bots (Robotic Desktop automation)- Rudimentary screen scraping technologies, created as a bridge between current systems and incompatible legacy systems. Takes over the bulk of repetitive data entry or form-filling tasks from humans.

E.g A standalone desktop application or a client server/thin client system without any APIs or eternal connectors available that require a human agent to go through form fields on a screen. Typically use the XY coordinates on the desktop screen to retrieve the data and enter into another system (read newer technology with APIs available) – works with manual intervention. Prevalent technology since the 90s.

RPA Bots (Robotic Process Automation) – Desktop automation with added digital triggers or self-service (unattended), Deals with only structured data, predefined activity choreography to do the tasks repeatedly. Started becoming popular since early 2000s

RDA and RPA function at a repetitive task level and value adds the enterprise in reducing the workload on the employees.

Chatbots

Chatbots are usually scripted decision trees where a set up tasks are completed in a top down flow with button clicks and filler sentences. Chatbot handles simple repetitive chats where the chatbot creator scripts user chat and bot responses.

CPA (Cognitive Process Automation)

Using AI to replace human intelligence/cognition related work. Works with unstructured data along with natural language understanding and generation. Producing insights, analytics, and taking actions at or above human capability. Started Mid 2019

A RPA Bot works by recording the user’s action on the screen and repeats the same set of actions. I.e mimics human repetitive actions while Cognitive process Automation mimics the Human cognition. For simplicity, one can think of RPA as a software robot(bot) that mimics human actions, whereas CPA is concerned with the simulation of human intelligence by machines. Cognition refers to gaining knowledge and comprehension – cognitive processes include knowing, remembering, solving, etc encompassing language and perception.

Cognitive process Automation automates processes that require human cognition and the process of attaining this cognition is AI training. At a very fundamental level RPA is associated with doing and CPA is associated with thinking and learning,

Chatbots are transitory technology, since chat itself is a cognitive function, the current set of chat bots with scripted inputs and outputs will not be scalable to the next level of cognition due to the limitations of the intent classification systems deployed and the limited learnings on the user actions. Chatbots were relevant as a stop gap solution while complex cognition AI models were getting matured and giving rise to Multifunctional Cognitive Agents which are capable of Cognition with unstructured data (Voice / Text / Images / Video/PDFs/Xlsx/..), Structured data and Free Flowing conversations

Multifunctional Cognitive Agents (NLPBots) are capable of functioning as fully cognitive business assistants at or above human capability.

I.e for the first time in human history there is a competition to humans from Multi functional cognitive agents for a place in the enterprise workforce. Multifunctional Cognitive Agents – NLPBots uses various cognitive capabilities (reading Unstructured text, structured data, scanned documents and pictures, videos etc.)  to perform various tasks as part of the enterprise workforce. Just like training a new employee one can add various data sources to NLPBots platform and create Multifunctional Cognitive Agents – As an example, NLPBots inducted into the enterprise as a receptionist recognizing and welcoming people, checking their documentation, booking appointments, etc. (It involves face recognition and identification, document scanning and data extraction and validation, conversations to complete a task, etc.. ),  or NLPBots could be trained to generate reports like an analyst from available data. Or It could be for welcoming customers and solving their problems. It could be an NLPBot in AIOps, ITSM, Employee Engagement, or something else altogether. When there are various cognitive capabilities like reading Unstructured text, scanned documents, pictures and videos, coupled with the ability to train a limited amount of data on the platform to create new AI Models creates immense opportunities for Multifunctional cognitive agents in the enterprise workforce of today and tomorrow.