“Uncertainty” is the most accurate word to describe the year 2020, where employees, teams, organizations, or even industries have witnessed life-changing experiences. The hugely altered environment has forced organizations to look at their digitization agenda with a renewed interest. Where once, automation was about adding a certain bling (without stirring the essential structure), today it is about adapting to the evolving business models & retaining top talents in a VUCA world. It is about transforming the very fabric and work culture of the enterprise.
We analyzed over 1 million+ queries from x employees from 350+ organizations spread across 10+ industries who use Jinie. The information has been processed anonymously and did not consider the names of the organizations or the individuals to avoid any bias. We bring out some interesting analysis and findings of how India Inc. has conversed with Jinie before, amidst, and after the lockdowns due to COVID-19.
Chart 1 – How employee queries panned over the pandemic?
With over 1 million+ user queries, it’s a safe bet to say that conversational AI Chatbots have streamlined interactions between employees and organizations. Employees are more inclined to clarify their doubts from a Chatbot than running around circles with the traditional HR teams, and there is an increased focus on AI Chatbots than ever before.
It’s proven by the fact that Jinie has been receiving 2 times more queries after the implementation of work from anywhere regime across organizations in areas of recruitment, payroll, leave and attendance, performance, health, policy-related information, and much more.
Chart 2 – Employees now prefer reaching out to HR Chatbots for Core HR Queries
HR as diverse a domain it is, it can get really complicated to manage all the modules under one umbrella. Out of 20+ query categories, employees tend to be driven towards asking the basic HR queries to Jinie rather than writing mails to HR spocs for repetitive and transactional ones. The majority of the queries lied in the following buckets like Leave, Attendance, Recruitment, Employee details and Payroll management.
Chart 3: Employees are now looking for answers more than just HR
3.1. Health & Well Being
A newer addition to the mix of traditional HR queries would be the topic of Health & Well Being. Covid has definitely brought health to the forefront of every water cooler conversation and with 100% upside in such type of queries reflect that employees have allowed Jinie to guide them through these unprecedented times.
When the world was fighting with uncertainties, Jinie was guiding organizations for continuous performance updates and reviews. Jinie answered 15,000+ performance employees' queries across quarters with a slight dip in the initial phase but managed to provide a seamless experience amidst the pandemic.
Chart 4: How AI Chatbots are improving Employee Productivity in their own way?
From only managing the core HR functions, conversational AI Chatbots have come a long way with new-age advancements. They’re more efficient than ever before in contributing towards employee productivity by reducing time spent on simple tasks.
4.1.Meetings Like Conversations – PeopleStrong’s Open and connected technology sets the tone for the platforms of tomorrow and Jinie is the perfect testimony to represent the same. Out of more than 10,000+ sales document requests over the year, there has been a constant QOQ increase in the number of MS Teams or Zoom Meetings set up via Jinie.
4.2. Access to Sales Repository – Jinie works on the principle that “Keep your sales team equipped and the numbers will follow”. For implementing this thought on the ground level, the sales teams need to be well acquainted with all the latest documents, product presentations, and sales pitches for faster and simpler client interactions.
There is no doubt that Covid-19 precautionary norms have changed the work dynamics of many industries and organizations worldwide. But there are some organizations that have grabbed this as an opportunity to internalize their work practices and leverage technology as an enabler for a more connected and productive remote work environment.
The industries that have been the frontrunners in accepting the new normal and used AI Conversational Chatbots to power up distributed work environments such as BFSI, IT/ITeS, Manufacturing, and Retail.
Different industries witnessed a unique curve during this uncertain period, let’s view the industry trends as they behaved this year.
With the majority of the on-ground workforce interacting with prospects and customers, conversational chatbots provide numerous functionalities like faster turnaround, 24/7 knowledge access to sales pitches and policies, real-time collaboration, and a self-intuitive interface for faster business execution.
WFH policies have encouraged employees working in the Indian IT industry to extend their reach towards automation chatbots as work enablers streamlining employee query mechanism systems.
With manufacturing sites going into complete shutdown, employee queries witnessed a unique trend for this industry. Though the total number of queries reduced in the overall terms there has been a tectonic shift in the type of queries that the employees asked Jinie. Where employee concerns regarding leaves and attendance witnessed a dip, areas like performance and health witnessed a surge by huge margins.
With retail stores into shutdown mode, there has been a decrease in the number of queries. The retail industry was one another highly affected industry during the lockdowns. It followed a similar path to the manufacturing industry to witness a dip in the employee queries in absolute terms. This industry shifted its focus on the need of the hour agendas regarding performance, health and wellbeing, recruitment, and knowledge enablement.
Conversational AI Chatbots are becoming the backbone of a self-serve employee query mechanism enabling faster and efficient query resolution. This entails automating repetitive HR related activities like payroll, leave and attendance, employee helpdesk and also improve employee productivity with in app performance management, meeting initiations and much more.
provides instant and contextual responses, actions, and insight for all your employee queries and transactions. Leading to improved employee experience and productivity at the workplace. While cutting support services costs for the business.