APSCo & LinkedIn Innovation Breakfast: AI in the Hiring Process

During the presentation Kieran explained how artificial intelligence (AI) can streamline hiring processes, improve customer satisfaction, and free up time for hiring desks to focus on their core functions. 

The need for rapid service has escalated, influenced by companies like Amazon, leading to heightened expectations for turnaround times in recruitment. Hiring desks are facing increased pressure as traditional methods, such as email responses and after-hours phone calls, are perceived as inadequate in today’s competitive labour market.

Through research we have discovered that hiring desks are spending a substantial 20% of their capacity on inquiries ranging from basic issues like password resets to more complex questions about job descriptions and collective labour agreements. In addition, recruitment cycles are becoming longer due to the need for extensive candidate sourcing and engagement, exacerbated by a shortage of qualified applicants.

Since the introduction of AI tools like ChatGPT in November 2022, there has been a marked increase in interest, although these tools are not yet widely adopted in everyday hiring operations. And yet the benefits these tools can offer are substantial.

Real-life application of AI tools

Nétive VMS has successfully configured and trained a custom AI chatbot to serve as a first-line support agent, available 24/7 to assist hiring desks. Using documentation and information frameworks provided by the organisation, each bot is trained how to respond to relevant questions in a tone-of voice appropriate to the individual hiring desk. The AI chatbot can provide answers about MSP processes and VMS functionality, offer insights into collective labour agreements and suggest job descriptions and collect data from end-users for unresolved queries. The chatbot is designed to stay within the parameters in which it is trained, so when queries are out of scope (such as sharing sensitive information), the chatbot will handle this appropriately and politely. Both Nétive VMS and the customer share responsibility for the training of the bot, and historical conversations are also evaluated for possible training improvements.

The result? Since successfully rolling this out to one of our clients based in The Netherlands, they have noticed a significant decrease in basic inquiries directed at hiring desks, leading to improved resolution times for more complex issues. Our client has also expressed that they have noticed an enhanced productivity for hiring desks, allowing them to focus on higher-value tasks.