ACC427 - AI Impact on Workforce and L&D/HR

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AI Impact on Workforce and L&D/HR

The companies Google, ITS, Hirevue, IBM, L'oreal, Unilever, General Electric, Lowes, Walmart and ATB Financial currently use artificial intelligence or robotic process automation technologies. In most cases, these technologies have been implemented in an effort to improve the skill set of the workforce or during the hiring process. In turn, training success rates have seen great improvement (knowledge retention, engagement, satisfaction, and resultant workforce performance).


A list of 10 companies has been compiled across a variety of industries. These represent the most prominent technology-enabled companies in public publications. In general, the majority were found to be large scale global companies with the resources to invest in artificial intelligence or robotic process automation technologies. The success of each technology has been measured by the companies' success rate or general feedback when hard data is not publicly available. Below I will address each company individually in order to highlight the technology they've implemented and any resultant successes or failures.


As of 2015, Google implemented AI technology as an integral part of their hiring process. The software itself is named qDroid, which works to assist the interviewer in directing the line of questioning. This allowed for human bias to be removed from the process, such as a bias towards background information. A spokesperson for Google has recently commented on their success with the new AI technology: "automation provided a reliable basis for sifting the superb candidates from the merely great."


This recruitment agency has adopted AI technology into their recruitment process. The AI is used to "assess candidate suitability for job listings on behalf of their clients." In combination with traditional recruitment processes, this new approach has seen great success. The recruitment agency is often acclaimed as a "high quality and streamline" service. Currently, ITS sports a 100% success rate in client and candidate matching and an additional 100% in quality scoring.


This company has introduced AI technology in an effort to improve employee coaching methods. This AI technology works "by combining video interviews with predictive, validated I-O science and artificial intelligence." The goal is that this method will allow for quicker decision-making whilst maintaining a high level of quality. The impact of the new procedure can be seen as HireVue was recently named as a "Top 10 Most Promising Company in the United States" by Forbes. Moreover, they have accumulated a five-time record as the "Top HR Product of the Year" in the HR Executive Magazine.


This company has fully integrated AI technology into their HR sector. This AI technology is found in the form of "intelligent assistants", otherwise known as chat-bots. Currently, IBM utilizes chat-bots to "recruit employees, answer HR questions, or personalize learning experiences", which works in conjunction with RPI technologies. The addition of AI technology across HR responsibilities is acclaimed to improve time efficiency and consistency.


L'oreal introduced technology in order to fix a pre-existing problem in their hiring process. At the time, the company was "inundated with job applications when job advertisements are posted online." Seedlink Technology was brought in-house to create a unique program designed to efficiently and accurately sort through candidate applications. In turn, the introduction of AI and RPI technologies allowed L'oreal to keep up to date with candidate applications and speed up the hiring process on a whole. This resulted in a higher success rate.


Since 2016, AI technology has been used during the hiring process. The technology has streamlined the application process and aided in hiring decision-making. Furthermore, additional steps have been taken to improve the hiring process as "Unilever has partnered with the digital HR service providers Pymetrics and HireVue to digitize the first steps of the process." Their success is well documented as diversity statistics and cost efficiency reports have been improved.


Recently, General Electric have altered their approach to HR review. This came after the identification of a need for a "forward-thinking system" after a consensus of 10% of the workforce. This innovative program came to light in the form of a system able to compute multiple inputs in real time: "Each employee sets a series of priorities in the app, and can then ask for insights from anyone — or provide feedback to others — and have that feedback noted in the system." The 30,000 employees that initially spoke out for technological advancement report to be highly satisfied with this new system which now allows for "real-time feedback and continuous improvement".


In the past, Lowe's offered Virtual Reality solely to their customer base. A recent change saw Lowe's dedicate VR services to their workforce for training purposes. The VR allows employees to experience and react to potential customer scenarios and consequently to learn highly relevant lessons. Thus far, results have been highly positive as 90% of 400 employees comment "that the VR training would help them better serve customers."


The company has begun using VR to re-train their current employees. This change reflects the desire to promote employee engagement and retention of information, and the use of VR was implemented in an effort to gamify the experience as well as simplifying the teaching process. Their success in this new training approach is clearly indicated in their report that "the retailer tested the technology in 30 of its academies and found that workers who go through the training retain what they've learned better than those who haven't."


This company implemented AI technologies in their HR sector as of 2016. This change of procedure was fueled by the need to "give team members ownership of their career paths, development, and overall success." Overall, the use of AI has positively impacted the company, employees, and customers. HR procedures have been streamlined and improved across the board. In particular, HR business partners are now able to "make transactions such as on-boarding, terminations, transfers, bonuses, and workflow approvals." Previously, this process required individuals to complete and file forms for every task.


To sum it up, a total of 10 companies have been found to use artificial intelligence or robotic automation technologies in order to improve the employment process, provide training, or automate HR procedures. Overall, these technologies have seen great success in improving development and learning and human resources practices within, in particular within large scale companies.