Chatbot & recruitment: definition and uses
Chatbot: a brief history of this interactive robot
Simulating a human “conversation” is the primary objective of a chatbot. Historically, it was first used by customer services to save time on simple requests and questions, and reallocate it to solving more complex problems.
Different types of chatbots
There are two main types of chatbot:
Simple / declarative / informational chatbot: all these terms refer to a basic chatbot. Its operation could not be simpler, as it is based on predefined scenarios. These chatbots guide users through decision trees.
They ask questions about what the user wants, and propose predefined answers. This system doesn't really let the user ask questions - the information provided comes from a library and is the same for everyone, whatever the context.
Why is it used? Mainly to guide users through frequently asked questions (FAQ), in a more interactive way than with a list or search bar.
Its ancestor (or rather cousin) is the telephone tree, with pre-recorded information such as: “If you'd like to know our opening hours, please press 1” - otherwise known as an interactive voice server (IVR).
Intelligent / predictive / conversational chatbot: once again, several terms designate a more advanced chatbot, based on an artificial intelligence system.
These chatbots are context-sensitive, based on natural language processing (NLP), and not only provide real interaction with the user, but also (and above all) learn as they go along to improve their responses. This is what we call “machine learning”.
The famous ChatGPT is one example of this kind of chatbot. To name just one.
Why is it used? For "real" exchanges based on the user's needs, when these are more complex. E.g.: support in a decision-making process, recommendation of appropriate solutions, anticipation of expectations thanks to historical data.
Good to know: hybrid chatbots exist, based on the best of 2 worlds:
- The power of artificial intelligence
- Response control with scripting logic
But at the end of the day, all the chatbots mentioned can be useful in recruitment. But how?
Definition: chatbot applied to recruitment
The concept of a chatbot doesn't necessarily change if it's used for recruitment purposes. Ultimately, it has the same objectives as any chatbot:
- Automate some interactions for which humans have no added value
- Improve availability for users who need information 24/7
- Increase efficiency in processing requests
- Collect and analyze interactions to better understand user needs
- Offer a more complete and personalized user experience
However 3 elements are key regarding the use of a chatbot with the recruitment objective:
- Its adoption: while the chatbot is pretty systematic for customer relations and marketing/sales teams, it's much less widespread for recruitment teams. Why not stand out from the crowd?
- Its display location: a recruitment chatbot will mostly be integrated into a career site, and will be “trained” to handle requests concerning the themes of this career site: different teams, employer branding, job offers, company organization, etc.
Good to know: it can also be integrated into internal tools such as referral management software. That's exactly what the CleverConnect platform does, with a chatbot designed to attract candidates via general referral.
- Its target: the chatbot can offer its own information and specific functionalities linked to its target: potential candidates. Here are a few examples: job offers based on the information provided, easy appointment scheduling for interviews, spontaneous job applications, etc.
Chatbot and candidate pre-qualification
It's essential to clarify that the chatbot can be useful to recruiters for another purpose than improving the candidate experience. The chatbot can also act as an assistant in the initial identification of a profile's skills and potential.
In this way, the chatbot can offer to submit an application once the visitor has answered several questions about his or her experience, interest, skills and so on. In this way, the recruiter learns more from this initial data collection.
Recruitment: why using a chatbot triggers applications?
The benefits of a chatbot play a real role in attracting applications from interesting profiles:
- Finding the ideal job offer: candidates can get frustrated if they don't quickly find an offer that matches their profile. The chatbot can suggest coherent offers based on the information they share (or even upload their CV directly). Finding the right match encourages candidates to apply. The chatbot is based on matching technology, which recruiters are becoming increasingly familiar with, to save time when it comes to identifying a suitable profile for a vacancy.
- Get answers to questions: even if descriptive and explanatory pages about your company are important... sometimes visitors don't have the time - or the appetite - to go through them. Offering a chatbot can help them get answers to their questions faster, without effort... and at any time of day! There's nothing better than being reassured by info about location, home-working policy, salary grid, the company's strategic objectives, and so on. In short, anything that might raise questions!
- Identify the company's “personality”: it's hard to apply for a job if you don't know who you're dealing with and how you see yourself in an organization. It wouldn't cross a potential candidate's mind to call the company to ask questions about the company climate, to get a feel for the internal atmosphere. This “information” often comes through the employer brand, but it's not always easy to spread. A chatbot is a good start (or a good complement) to help spread the word and win the trust of potential candidates. This is achieved through the tone used, the content proposed, the functionalities available, etc.
- Being guided through the application process: applying for a job is often more complex than it seems; forms are too long, too complicated. The chatbot can make this process simpler and more functional, and above all give the feeling that visitors are not alone to carry it out. Visitors are far more motivated by this innovative option, and the chatbot can also be an opportunity to share content on the process's next steps, tips on how to prepare for an interview, etc. The overall candidate experience is greatly enhanced.
- Make a spontaneous application: today, too few companies offer to subscribe to a talent pool. The chatbot can easily identify that no offer is available for a particular profile. Instead of losing him/her, it has the ability to catch him/her by offering to apply spontaneously. It also facilitates this type of application, making it easier to nurture a talent pool.
Chatbots' limits in the world of recruitment... and solutions to overcome them
The truth is, chatbot limitations aren't specific to the world of recruitment either. However, let's associate them with examples in this area, because every limitation has one (or more) solution(s) to be attenuated.
Comprehension and interaction skills
A chatbot is not a real person, so it will be impossible for it to answer 100% of the questions and issues raised by each visitor. Also, in a recruitment chatbot, potential candidates sometimes need to talk about their feelings, difficult experiences, worries and so on. The chatbot will be limited in such cases.
=> Which solution? There are several options.
- Be completely honest from the start of the “conversation”, explaining the chatbot's role and its limits. This will avoid disappointment and bring transparency.
- Offer more “human” content, even if it's not live: videos on the company culture, interviews with employees, reviews by your current and former employees on external online review sites, etc.
- Use the "talk to a team member ”option directly in the chatbot for a few hours a day or a week, for example, if you need an exchange with a real person.
By the way, the “chat” format is not reserved for chatbots.
It's also possible to use this type of tool for a written exchange between a recruiting team member and potential candidates. This can be done via dedicated tools, or by sending SMS or WhatsApp messages to the public.
Language compatibility
You may wish to address a wide range of profiles, for international recruitment purposes for example. Some technologies may not take into account specific languages. As a result, your answers may not be adapted to, or even understandable by, the visitor.
=> Which solution? Select a multilingual tool. Some AI technologies offer the advantage of being available in several languages, so they can be adapted to all visitors without making any mistakes when it comes to the language used.
Collecting and respecting visitor data privacy
Even if your chatbot collects extremely valuable information for your recruitment strategy... if you don't have authorization to use it in your communications, you'll be stuck with a goldmine of unusable data.
=> What's the solution? Systematically ask your visitors for their consent to use the data you collect. You'll then be fully compliant with RGPD requirements. Some tools offer you this option without you having to configure anything.
Ready to implement a chatbot in your recruitment strategy?
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