How Can a Chatbot Support Human Resource Management? Exploring the Operational Interplay

Abstract

Chatbots are increasingly taken up to support organizational functions and processes, particularly in support of the Human Resource Management (HRM) function. However, there is a lack of knowledge on the organizational implications of this supportin particular the operational interplay between the chatbot, the HRM function, and the organization at large. In this study, we contribute knowledge to the fields of chatbot research and digital HRM support through interviews with 13 HRM practitioners in organizations that had implemented chatbots to support their function. The findings show that a chatbot may support the HRM function through handling of repetitive inquiries and tailoring of HRM support in response to insights from analysis of chatbot use. At the same time, the chatbot impacts the HRM function in terms of new tasks and competence requirements. The findings also provide insight into characteristics of the organization and the chatbot which may impact uptake and effective use. Based on the findings, we suggest implications for theory and practice and point out future research needs.

The ChatGPT and the future of HR: A critical review on the benefits and challenges of Al chatbots in human resource management

“…A systematic literature review is a research method that involves a comprehensive and structured search of published literature to identify and analyze all relevant studies on a specific topic or research question (Kitchenham et al, 2009;Paul & Barari, 2022). It aims to provide a comprehensive and unbiased summary of the existing evidence on a particular subject, which can inform decision-making in various fields, including healthcare, education, and social sciences (Bos-Nehles et al, 2017;Sahabuddin et al, 2023;Van Beurden et al, 2021). The detailed methodology of this paper is shown in Figure 1.…”

“…There is a growing interest in studying ChatGPT in HRM research as organizations increasingly explore the potential of AI chatbots in various functions of organizations, including HRM (Carter & Knol, 2019;Majumder & Mondal, 2021). Researchers are interested in understanding the implications of using ChatGPT in HRM, including its benefits, challenges, and ethical considerations (Dutta et al, 2022;Taule et al, 2022). This interest reflects the evolving nature of HRM and the need for HR professionals to remain up to date with emerging technologies and their potential impact on HR processes and employee experience.…”

“…Despite its overarching benefits, there are some potential challenges associated with using ChatGPT in HRM functions; for example, ChatGPT may struggle to accurately interpret the nuances and context of human language, which could lead to miscommunication or misunderstandings. It may be difficult to detect and respond appropriately to emotions, which could lead to insensitive or inappropriate interactions with job candidates or employees (Aydın & Turan, 2023;Taule et al, 2022). The use of AI chatbots in HRM raises concerns about data privacy and security, potentially compromising the confidentiality and security of personal information.…”

Digital transformation in HRM of the modern business service sector in Finland and Poland

“…Selected duties of recruiters such as asking candidates questions, verifying relevant criteria for the position (e.g. language skills, availability, willingness to travel, education or salary expectations) have been taken over by virtual assistants (Taule et al, 2022). The functions available in the software allow not only to search and select potential employees according to the chosen criteria or conduct interviews, but also to communicate with managers on an ongoing basis.…”

“…Selected duties of recruiters such as asking candidates questions, verifying relevant criteria for the position (e.g. language skills, availability, willingness to travel, education or salary expectations) have been taken over by virtual assistants (Taule et al. , 2022).…”