How virtual assistants improve employee experience (EX)

How virtual assistants improve employee experience (EX)

Woman using virtual messaging chatbot on phone


Starting a new job can be many things: invigorating, exciting, and a little overwhelming, especially during onboarding. Policies, procedures, facts, and figures can add up quickly! No matter what information you’re given during orientation, you’re bound to have follow-up questions specific to your own situation. When you go looking for answers, they’re often buried deep in something like a fifty-page employee handbook that hasn’t been updated since last year.


How frustrating, right?


One increasingly popular solution for improving this process and many other elements of employee experience is the use of virtual assistants. A recent Gartner study found that “by 2022, 70% of white-collar workers will interact with [virtual assistants] on a daily basis.


Virtual messaging improves employee experience (EX)

What is a virtual assistant?

A virtual assistant, or chatbot, is a conversational messaging tool that uses machine learning to respond to user input.


What is employee experience (EX)?

Employee experience (EX) is the human experience of working at a company. This includes corporate culture, the physical workspace, interactions with fellow employees, the day-in-day-out emotional experience of working, and more.


Everything impacts employee experience, which affects employee engagement. For businesses, awareness of this is key because happy employees perform better for customers, so improving employee experience is a shortcut to improving the bottom line.


What gets in the way of positive employee experience?

Employees can struggle with a variety of obstacles at work. Many of these are due to challenges in finding the right information at the right time. When trying to get an answer to a question, users must engage with multiple tools and people, then must compile and compare information from the different sources. In addition, since teams are busy working, documentation and similar content can be outdated, obsolete, or siloed away from other relevant data. All of these factors can complicate an employee’s search for the information they need.


How virtual assistants improve employee experience

Virtual messaging changes the standard for how employees interact with the content, tools, and people within their organization. Benefits include:


• Familiar medium. Messaging has become the norm in our personal lives and using it in the workplace is a natural next step.

• Easy access. Messaging and bots are available 24/7 and create a one-stop-shop for employees to get their questions answered.

• Automation. The channel can be highly automated and create a foundation for AI-driven processes throughout the organization.

• Freedom for other tasks. Whether in HR, sales, or another department, employees can use chatbots to save time and prioritize tasks that are valuable to the company, instead of pointing colleagues to available online assets.

• Insight into employee needs and opinions. Data from chatbot conversations such as search keywords, intent analysis, and poll results can help HR teams prevent employee attrition and improve company morale.


Questions virtual assistants can answer

Internal virtual assistants can answer questions like:


• How much PTO do I have left this year?

• What holidays do we have off this year?

• Where is our company organizational chart?

• Who do I talk to about applying for an internal transfer?

• When is my expense report due?


Use cases for virtual assistants

Internal virtual assistants can answer questions like:


Everyday interactions

• Reminders and check-ins

• Polls

• Phone call dial in


Onboarding for new employees

• Answers related to the employee handbook

• Answers on employee information: PTO left, company holidays

• Answers on company’s training, organization, org chart

• Answers on forms and benefits


Common requests and submissions

• IT tickets

• PTO requests

• Expense reports

• Timesheets


Chatbot best practices

How can companies successfully integrate virtual messaging into their organization? There are a few key elements to keep in mind:


• Have a plan. Establish a messaging roadmap to facilitate adoption by employees. Include live chat features as an entry point feature.

• Design with several use cases in mind. Build bots to host several use cases and build the bot with room to grow.

• Integrate legacy systems carefully. Proper integration is what drives the “brain”—and success—of your bot.

• Train the bot over time. Design a training cycle to improve the bot’s efficiency over time.


Implementing messaging also helps position companies that want to use voice assistant channels. The data that is gathered now can be leveraged in the future. 


Gartner predicts that “by 2021…25 percent of digital workers will use a virtual employee assistant (VEA) on a daily basis. This will be up from less than 2 percent in 2019.” This immense growth of chatbots will benefit employees, companies, and business practices across diverse industries.






Interested in a virtual assistant for your organization?


Check out how Logic20/20 can help.





Lionel Bodin

Lionel Bodin is the Director of Digital Transformation at Logic20/20. He manages highly complex, multi-faceted digital programs related to CRM systems, cloud and on-prem implementations, Big Data, and more.


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