Enhancing The Customer Experience

Chatbot Technology

NES Fircroft’s philosophy of continuous improvement and innovation means that we always seek ways in which to add value to our services and endeavour to enhance the experience of our clients and candidates to make them more engaging.

In line with this philosophy, NES has recently implemented chatbot technology that allows us to auto-screen and engage with candidates as soon as they apply for a role, ensuring that individuals receive immediate interaction with NES.

The chatbot uses artificial intelligence to mimic conversation. The benefit of this is twofold: it allows candidates to contact NES and discuss roles 24/7, increasing their engagement levels and it streamlines the process for consultants by handling the basic initial administrational tasks associated with filling each role:

Using our Bullhorn software, we can set parameters for the type of candidate to be targeted (length of service, location, etc.)
The NES chatbot then sends a link to the candidate via email and / or SMS (depending on their preference), highlighting the job opportunity.
The functionality of requesting documentation can be enabled on a vacancy by vacancy basis.
The chatbot will auto-recommend candidates and provide NES with basic advice on the suitability of a candidate - freeing up consultants’ time by lessening their administrative tasks.
Utilising chatbot technology ensures our candidate screening process is non-biased and filters candidates purely on skills and ability.

EXAMPLE

Value added service through chatbot technology

One of our largest Oil & Gas clients was in the process of bidding for a major project from which they anticipated a significant number of new vacancies for roles across Europe. As the Managed Services Provider, NES was tasked with identifying a group of potential candidates who have worked for the client in the past and were a comprehensive fit for these roles.

Utilising the chatbot technology, NES contacted our client-specific candidate talent pool via email and SMS.

A set of eight interactive questions were pre-determined for use within the pipeline regarding skills, experience, salary, availability and location; in response to the candidate’s interest in the role, the chatbot asked relevant questions.

The chatbot validated email addresses and phone numbers to exclude those that were invalid and the results were:

The campaign launched to 1,491 candidates with a successful launch to 1,397 (after invalid contacts were excluded);
26% clicked through to the chatbot;
18% answered four or more questions;
17% responded within three hours of receiving the message.

The NES recruitment team achieved a significant pipeline of pre-qualified potential candidates for the client roles from this activity.

Industry Insights

Chatbot technology achieves far higher response rates than the traditional approach of email campaigns, particularly when applied as part of a role filling exercise.

The majority of responses are obtained within the first 24 hours of initial contact, whereas a telephone or email campaign may take weeks of recruiter activity to obtain contact.
The technology enables immediate screening which is not possible through traditional communications, in turn allowing consultants to focus on building a pipeline of suitable candidates for future vacancies.

Usage of a chatbot dramatically contributes to the success of a recruitment campaign through greatly reducing the time-to-contact.

Chatbots deliver an average 20–25% response rate compared with just 4–6% via email-generated campaigns.

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