How AI in Employment is Redefining Employee Experiences

In recent years, the rapid advancement of artificial intelligence (AI) has reshaped numerous sectors, including healthcare, finance, retail, and education. One of the most promising applications of AI is in enhancing employee experience. As organisations increasingly prioritise employee satisfaction and engagement, they are turning to advanced technologies to create more personalised and efficient workplaces. 

Employers are harnessing AI-driven tools and platforms to gather valuable insights, streamline communication, and foster a culture of continuous feedback. Research from Forrester shows that organisations implementing AI for employee development experience higher engagement levels and quicker skill acquisition. From automated onboarding processes to tailored learning opportunities, AI is addressing the diverse needs of today’s workforce. 

In this article, we will explore how AI is transforming the employee experience and highlight its benefits for both employees and employers.  

UnaBot 

In any organisation, employees often have numerous queries that can overwhelm HR professionals if addressed individually. This is where Unilever’s AI-powered chatbot, known as ‘UnaBot,’ has revolutionised the employee experience. Launched in 2018, Unabot assists employees with various HR-related inquiries, from leave requests to onboarding procedures, delivering quick and personalised responses. This innovative solution boosts employee engagement and allows HR professionals to concentrate on more strategic initiatives, fostering a more empowered and satisfied workforce. By interacting with employees, UnaBot continues to learn and evolve. It has become increasingly adept at answering common queries, such as parking availability, shuttle bus schedules, and the timing of annual salary reviews. 

What sets UnaBot apart from typical consumer-facing chatbots, like Alexa, is its ability to filter and tailor responses based on the user’s specific context. UnaBot efficiently differentiates information according to the employee’s geographical location and level of seniority, ensuring that each interaction is relevant and useful. e. Initially launched for Filipino employees, UnaBot has expanded its global reach to over 30 countries. 

Lilli 

As major companies embraced the generative AI trend, McKinsey & Company also stepped up. In August 2023, they introduced a generative AI tool called “Lilli,” named after Lillian Dombrowski, the first professional woman hired by McKinsey in 1945.  Lilli aims to consolidate the firm’s extensive knowledge and resources into one accessible platform. This approach empowers teams globally to quickly access insights, generate innovative ideas, and ultimately deliver better solutions to clients. 

Lilli functions as a virtual research assistant, capable of sifting through over 100,000 internal documents, interviews, and external sources. By rapidly analysing this vast amount of information, it can identify relevant materials and experts on any topic. Beyond knowledge management, Lilli has several other practical applications. Executives, for instance, can use it as a virtual brainstorming partner to prepare for important meetings and presentations.  

Lilli operates in two primary modes: one that draws from McKinsey’s internal database and another that utilises more general AI models. Lilli provides detailed attribution to ensure transparency, linking responses to specific documents and pages. The AI tool harnesses the capabilities of large language models like Cohere and tools from OpenAI and Microsoft.  

Freddy AI Agent 

Imagine having a dedicated, AI-powered assistant available round the clock to address your concerns. Freshworks Inc., a leading customer service and support software provider, made this a reality with the introduction of Freddy AI Agent in October 2024.  

Available 24/7 via Slack and Microsoft Teams, Freddy is a customer service and support tool for employees. By providing personalised, near-real-time support, Freddy alleviates the burden of routine IT inquiries, allowing IT teams to focus on strategic initiatives. Additionally, it empowers users to independently resolve issues such as application access and hardware questions, significantly improving operational efficiency. This innovation frees up valuable time for IT, HR, and other internal service teams, allowing them to dedicate their efforts to more meaningful and impactful tasks. 

Open Talent Market (OTM)   

We’ve all faced the dilemma of identifying the right skills to acquire for career growth. To address this, Schneider Electric, a France-based multinational corporation, launched the Open Talent Market (OTM) platform in early 2020. Leveraging AI technology, OTM analyses user profiles to determine the most relevant skills for various projects and effectively pairs mentors with mentees who are well-suited to one another. Additionally, it allows employees to showcase their skill sets internally, promoting visibility and growth. The platform’s algorithm actively works to minimise biases in the hiring process, addressing issues related to gender, race, and age. 

OTM also features a career development component, enabling employees to explore potential career paths and establish short-term development plans for upskilling. Employees create profiles by uploading their LinkedIn resumes to use the OTM platform, detailing their skills, experience, and career aspirations. Additionally, they can post project opportunities within their department that require specific skill sets not currently available on their team. By matching employees with relevant opportunities, OTM fosters a collaborative environment and helps address skill gaps within the organisation. 

Distilled 

Integrating AI into the workplace is no longer a futuristic concept but a tangible reality. As AI evolves, we can anticipate even more innovative applications to enhance the employee experience further. By embracing these technologies, organisations can unlock new productivity, creativity, and employee satisfaction levels. The future of work is undoubtedly AI-driven, promising a brighter, more efficient, and more fulfilling future for employees and employers alike.