Cognitive computing and HR: the future of people management with technology support
Selection and recruitment processes optimization, as well as reduction of operational demands, are some of the benefits of process management platforms in this segment. Marco Aurelio Neuwiem, Business Manager of Ellevo, highlights some features the platform brings
Virtual assistants, automation of demands, predefined processes. HR has undergone a real digital transformation, and solutions for the operationalization of demands are already being used constantly. And all this has contributed to HR becoming increasingly strategic.
We have realized that by using a complete platform for processes and services management, our customers can count not only on reducing the operational side, but also on ensuring more detailed data analysis.
The survey Panorama of HR in Brazil 2018 by Qulture.Rocks platform, for example, points out that it is increasingly common that processes in people management are being supported by technology. More than 1.8 thousand Brazilian professionals were interviewed and 91% of them consider IT solutions decisive for the processes, but only 15% already use them.
Marco Aurélio Neuwiem, Business Manager at Ellevo, a technology company which has a platform for customer support management, processes and services, emphasizes that cognitive computing is one of the key factors to turn HR more strategic. “A department that previously carried out more operational work such as payrolls, today is much more focused on strategic issues such as management of employee retention, research and, development of benefits. All this results in a high degree of demands, with several daily requests. In this environment, we bet on automation through Ellevo Platform in which the internal customer, who is the employee, can perform several procedures directly on the platform, without needing professional assistance. In other cases, a chatbot provides answers to the main questions linked to the department and its processes. This guarantees to the team less operational tasks and more time to focus on strategies,” he says.
More technology and more soft skills
The so called soft skills, employees’ human behavior, such as emotional intelligence and cooperation, are also considered essential. For HR, recruiting professionals with these requirements takes time and research. For the executive of Ellevo, that’s where technology enters as reinforcement for a more assertive HR.
“We have realized that by using a complete platform for processes and services management, our customers can count not only on reducing the operational side, but also on ensuring more detailed data analysis. The company can, for example, carry out periodical surveys through the Ellevo platform and also generate reports for the analysis of information. Based on this data, more assertive actions for both, recruitment and development of employees who are already in operation,” he says.
Finally, Marco believes automation is here to stay, and artificial intelligence will be an essential support for the growth of high performance HR practices. “Recruitment and selection processes as well as people management is already reality. Without technology support, it is very unlikely for leaner teams to achieve high performance. Virtual assistants, corporate portals, so that the employees themselves solve specific demands and processes defined and controlled by management platforms are already decisive to achieve the expected results,” he says.
Ellevo is a pioneer and national reference in customer support, process management and automation in areas such as Shared Services Center, IT, human resources and administrative. Through its platform, more than 15 million emails are sent and more than 3 million tickets are created every month. Ellevo platform stands out with RPA solutions such as automation of activities and processes in customer support, service management, and by using cognitive intelligence through service robots, the chatbots.