HR Leaders Are Catching Up with IT By Leveraging AI for Employee Self-Help

In February, we released the findings of a Pulse Report focused on the top IT service management (ITSM) strategies and initiatives for 2019. The report found that 62 percent of IT leaders were at the consideration point or beyond when it came to implementing AI in the form of chatbots for ITSM. I wasn’t surprised with the findings because the ROI for IT is obvious – automate the help desk and eliminate Tier 1 support.

Findings from a follow-on Pulse Report released in October found that 59% of HR leaders are considering or actively adding a chatbot, which is almost the same number as IT. Some people were surprised with these findings – I was not.  HR leaders have recognized that they can improve the employee experience with chatbots for self-help, which in turn improves employee productivity and retention.

Read more in this HR Technologist article about why I believe 2020 will be the year where both IT and HR leaders will expect chatbot solutions that span the enterprise and deliver a strong ROI.