Welcome Partners

Employees who have questions about payroll deductions or are changing their 401(k) contribution, for example, have to send an email message to a general inbox or leave a message in an HR voicemail box. There is no workflow automation or audit trail, so requests frequently fell through the cracks. HR administrators also waste time repeatedly composing responses to the same questions. This is a problem in itself, because one-off answers can sometimes be inconsistent or erroneous, sowing confusion.

Once employees submit a request, they have no way of tracking its status. As a result, queries sometimes have to be submitted several times, causing HR team members to duplicate their work; there is no formal way to verify receipt. The HR group also has no means of ensuring that employees were satisfied with the responses they received.

HR Geckos’ service delivery capabilities provide a unified employee service experience, standardized knowledge content, employee self-service, document management, and performance analytics, among other functions. 

One important feature is the virtual agent, which enables users to resolve most questions and requests in seconds through a chatbot interface. The chatbot is even outfitted with a “personality” that provides an empathetic tone and a consistent voice that is appropriate for HR engagement.

By embedding intelligence in every interaction, HR Geckos’ technology enables individuals to resolve many of their own questions without any human involvement at all. For example, the virtual agent is trained to answer basic questions and serve up articles from a knowledge base covering the most frequently asked questions, based on user journey maps and visualizations that anticipate the most common conversation flows. Conversations can smoothly be transitioned to a live agent if needed, and no-code development tools enable business users to easily update the knowledge base and map new entities to the platform without IT oversight.

Automated forms routing ensures that submitted requests are delivered to the appropriate people with full workflow auditing and guaranteed resolution. This feature alone addressed one of the most vexing problems, which is tracking and resolving inquiries.

 HR Geckos’ uses application program interfaces (APIs) to shortcut integration with other systems as well as to minimize coding. 

Reduced case volumes and increased self-service adoption results in a transformed HR experience. Now when employees need a question answered, they can visit the portal and be greeted by a chatbot.