Conversational AI

in Recruitment
Preface

The COVID-19 pandemic has truly transformed our lives - personally and
professionally. Post-pandemic, there has been a drastic change in the way
organizations and employees approach business processes. Digital
transformation has been the topmost priority for organizations wanting to
enhance their business proficiency. Equal emphasis has been levied on
enhancing candidate experience.

The great resignation and skilled labour shortage highlighted the changing
employee expectations. Today, candidates want a consumer-grade experience
at their workplace and expect the hire-to-retire journey to be digitally seamless
and efficient. The recruitment teams must leverage technology to personalize
communication and encourage deeper connection with the candidates.
HR Tech can boost efficiency by empowering candidates to effectively handle
tasks by themselves. Candidates also expect a multi-channel accessibility to get
that extra yard of comfort in connecting with their recruiters.

These expectations call for an automation solution that can ensure a smooth,
tech-driven and a time-bound hiring process. Enter, conversational AI!
 CONTENTS
01 CONVERSATIONAL AI DEMYSTIFIED
Defining conversational AI

Differences between conversational AI vs. traditional

recruiting techniques

05
CONVERSATIONAL AI IN TALENT
ACQUISITION

Applications in Talent Acquisition (TA)

Seamlessly integrating with ATS and other TA systems

10 IMPROVING HIRING METRICS

13
SUCCESS STORIES OF GLOBAL
ORGANIZATIONS

UOB

McDonald’s

A Non-profit Healthcare Organization

20 LOOKING AHEAD

Future of conversational AI

Implementing conversational AI: Ethical Dimensions

Discover the potential of conversational AI

for your organization
 01

Conversational AI Demystified

Conversational AI is a human-centric
technology that automates communication
(text and audio) between humans and
machines. This self-closing association aims to
simplify repetitive tasks without compromising
“Many of the misperceptions
on the human touch. This application has
simplified various complicated hiring processes
around conversational AI stem from
with its widespread use cases in recruitment. the belief that it is simply a chatbot.
Chatbots provide value in giving
The most fascinating trait of conversational AI is real-time responses to candidates
its ability to provide a human-like interaction by which are canned text responses to
understanding language, speech, text and the basic questions. Conversational AI
context of a conversation. Smart conversational offers a more sophisticated and
AI remembers the context of the last
personalized solution to engage
conversation with a particular candidate and
completely mimics as if it was an interaction
candidates through multiple forms
with an actual recruiting assistant. It can of communication, which gets
understand any language, respond in the smarter through use. By referring
language of the candidate's choice, schedule to this technology as “chatbots,”
next steps and screen candidates effectively to companies miss the many use
help your business hire faster, save time, and cases for engaging talent and the
deliver world- class experiences — all of which numerous benefits beyond
are a competitive advantage in today’s market.
saving time.“
Conversational AI can deliver a 24*7
best-in- class candidate experience through
several touchpoints and totally revolutionize the Madeline Laurano
recruitment function by enhancing the moments Founder, Aptitude Research
that matter.

1. CONVERSATIONAL AI DEMYSTIFIED 01
Defining and designing the best user-experience; and
the Science of Technology like machine
conversational AI learning to make conversations better and
more effective with every interaction. This
melody of art and science ensures that even
Personable the implicit rules of conversation are followed.

Human conversations are the most effective

when you are able to convey ideas and
questions in the proper context of dialogue.
People being social animals, feed off others’
energy during a conversation. This makes it
essential that the conversational AI portrays
an appealing persona depicting values of
honesty, friendliness, respect, active listening
and clarity. This ensures that the candidate
who’s engaging is able to communicate with
the same level of confidence as they would
have in an in-person scenario.

Intent driven
Differences between
Understanding candidates’ intent makes it
easier to address their queries. With Natural
conversational AI
Language Processing, conversational AI can and traditional
accurately gauge a candidate's intent and
provide the most apt solution. This proves
recruiting techniques
handy especially when a candidate asks a
question. Instead of providing a set number
of choices to choose from, redirecting to a Better Efficiency
lengthy FAQs or only recognising a few
keywords, conversational AI will be able to Reduced human effort, time and cost
understand the intent of the questions and
Conversational AI eliminates time-consuming
give the appropriate answers. All the data
and repetitive tasks enabling recruiters and
collected from the knowledge base makes this
HR teams to spend more time with the
technology aware of user intent.
applicants to create a positive candidate
experience. By automating the interaction,
screening, and scheduling of candidates with
Application of Art and
real-time conversational assistive intelligence,
Science it reduces the time it takes to hire new
employees while optimizing key resources.
Conversational AI is a technology backed by Further, it can completely automate most
smart design. Two attributes stand strong at low-value recruitment tasks, initiating HR
the core of conversational AI - the ART of transformation and help HR focus on more
understanding the nature of any conversation business-critical operations.

1. CONVERSATIONAL AI DEMYSTIFIED 02
Event-based hiring After building the talent pool, the next critical
step is to focus on — and hire — the highest
Conversational AI technology can smoothly
quality people. Often, unconscious biases can
administer the entire hiring event by helping
hinder the hiring process and impact the
candidates register for the event, scheduling
quality of talent. Since conversational AI is
interviews and sending reminders. It can also
entirely programmable, it can aid in minimizing
quickly reach out to a pool of qualified
unconscious prejudices during hiring. The
candidates using inbound & outbound
model can be honed to eliminate patterns of
marketing techniques. HR teams can automate
potential biases based on factors such as
the hiring process and customize the
gender, race, religion, or even academic
communication to find the best-fit candidate
institutions to ensure hiring of the highest
using conversational AI for event-based hiring.
quality based on merit and skills alone.

Improved Candidate
Experience
Conversational AI gives candidates a better
experience which can be a significant
competitive advantage while reaching out to
top talent. Delivering a personalized candidate
experience helps you:

Establish an instant
connection with candidates.
Improved Conversion
Engage with them on the
Scalability & Quality of candidate medium of their choice - web,
search mobile, SMS, social platforms.
Conversational AI can act as a personal
recruiting assistant and guide each candidate
Addresses candidate queries
through the recruiting process. This helps in
efficiently in their languages.
reducing candidate churn and improving the
ROI for recruitment marketing investments.
It provides efficiency at scale, moving
Simplifies the
prospects through the hiring process quickly
hiring process.
and successfully.

Conversational AI can also help you reach

All these efforts collectively translate into a
out to passive candidates or referral network
positive candidate experience, encouraging
over new-age social media platforms like
them to work for you.
Whatsapp & Facebook along with the
traditional job portals, engage with them &
capture their interest to enable quicker &
better vacancy filling.

1. CONVERSATIONAL AI DEMYSTIFIED 03
 Text and Mobile first
recruitment experience

Candidates predominently use their phones for

career and job searching. Text messages are
the more preferred medium of communication
over calls or emails. Conversational AI helps
you establish a communication channel where
candidates can reach out to you in just a few
clicks, provides a seamless mobile-first
recruiting experience at their fingertips.
Moreover, candidates get the flexibility to
connect from wherever they are, whenever
they want. This freedom and flexibility
streamlines the hiring process and generates
positive results quickly, delivering a
consumer-grade experience.

“Organizations are increasingly

using technology to create
better candidate experiences
and to turn hiring into a
competitive advantage.”

David Harden
Senior Vice President,
Client Succes - Paradox

1. CONVERSATIONAL AI DEMYSTIFIED 04
 02

Conversational AI in
Talent Acquisition

US$ 4683
Talent Acquisition (TA) is a HR function that
benefits a great deal from personalization and
automation. TA teams are focused on recruiting,
tracking and interviewing job candidates, and
is the average cost per hire
onboarding and training new employees. as per the 2021 SHRM
Conversational AI can reduce human effort by Benchmarking: Talent
streamlining the hiring process. Moreover, it
also guarantees improved quality of hires.
Access Report.

Adopting conversational AI recruitment

solutions can help enterprises considerably
Applications in reduce the cost-per-hire. Moreover,
Talent Acquisition conversational AI will enable you to utilize your
resources for more business critical operations
From reducing human bias in the screening rather than the repetitive and administrative
process, answering candidates’ questions hiring tasks.
24/7 to automating interview scheduling and
reminders, conversational AI can save One of the most daunting concerns that TA
numerous hours of administrative tasks, teams often face is - understaffing. An
enhance candidate experience and increase understaffed workforce can negatively impact
conversions. This results in higher ROI and the bottom line. Lack of sufficient resources
cost-efficient hiring. leaves the workforce overburdened resulting in

2. CONVERSATIONAL AI IN TALENT ACQUISITION 05

burnouts, reduced productivity and declining by the number of people deployed to answer
mental wellbeing. These factors contribute to queries and the operating hours. However, with
increased turnover rate and poor customer conversational AI there is no more putting
experience. As a business, you run the risk of candidates on hold, no more taking longer to
revenue loss. Conversational AI helps you avoid revert with information and more importantly
these factors and positively impact your candidates are able to interact with businesses
business revenue. It makes the hiring process 24/7. They can serve as a “first-responder” to
time-efficient, helping you track and recruit all incoming chats, thus leaving recruiters to
top-quality talent to complete your workforce. focus on the more complex and diverse needs
of candidates.
Old-school methods of approaching candidates
through emails and phone calls have now
become a less preferred way for businesses. Attract candidates
Although a live chat with a human to apply
representative of a business may be the
candidates’ most preferred option, the high candidate drop off rate is usually seen
costs and the inability to scale up quickly does in a 30 minute long application process
using a traditional recruitment channel.
not make live human representatives appealing
to businesses.

However, the proliferation of conversational AI These alarming figures show that most
has unearthed the opportunity for businesses to companies lose out on 60% of the talent
deploy this technology to cater to candidates’ application pool because of their cumbersome
chat preferences. The technology behind hiring and application systems.
conversational AI is rapidly evolving and it will
only get more versatile and agile in handling Organizations must acknowledge the candidate
complex conversations. expectations of personalization and an easy
application process. By adopting conversational
Also, conversational AI is highly scalable. With AI, you can help candidates quickly find the
human representatives, businesses are limited right job for them while enabling them to
apply from anywhere, anytime.

2. CONVERSATIONAL AI IN TALENT ACQUISITION 06

92%
screening completion
rates can be achieved
using conversational AI.
These ‘text to apply'
applications allow
candidates to apply
by just chatting with
the conversational AI.

Screen

Conversational AI interacts with candidates

and screens them through a simple text
conversation, saving hours worth of time
by initially screening for role requirements and
fast- tracking qualified candidates to the next
step. This also helps keep the candidate
engaged as an initial long screening process
may witness a 50% candidate drop-off rate.
Once a qualified candidate is found, interviews
Personalized conversations will help you can be automatically scheduled.
understand the candidates’ needs and intent
better to address them effectively. The best thing about conversational AI
Conversational AI offers a great opportunity screening is its unbiased nature. Potentially
to leave a positive impact on candidates even exclusionary criteria like gender, race, or
in the case of rejection. You can provide ethnicity never factor in during the screening
decision-support to candidates with the next process, ensuring everyone is treated fairly.
best job suggestions and help them in their
journey. This creates a positive brand image
and candidate experience.

2. CONVERSATIONAL AI IN TALENT ACQUISITION 07

 50%
or more active candidates
might decide to join
another competitor
organization that moves
faster or simply leave the
application process if it
takes too long.

Schedule

Scheduling an interview during the hiring

process can be complex and time-consuming
especially when you want to check the
availability of multiple stakeholders, across
teams and time zones.

However, conversational AI takes away the

hassles of manual scheduling. It syncs with
your calendar and automatically schedules
the interview without any human intervention
required. It can handle multiple calendars,
rooms, locations, and interviews - panel,
sequential, in-person or virtual. Moreover,
it can also reschedule and send timely
reminders automatically.

2. CONVERSATIONAL AI IN TALENT ACQUISITION 08

 Conversational AI provides a smooth
onboarding experience and makes the
Offer candidate feel integrated in the workforce as
quickly as possible. It also helps candidates
Conversational AI makes it easy for candidates with the checklist of documents, training and
to receive an offer via text or email with a little other activities by sending periodical reminders
personal touch. Candidates get all the required of pending tasks.
information at their fingertips. It also enables
recruiters to extend offers to multiple
candidates with just a few clicks, saving time Events
and resources.
Online hiring event/campaigns that require
user registration and information are quite
time-consuming and mostly ineffective. They
Onboard make it difficult to engage and interact with
candidates and may result in an average 35%
no-show. Conversational AI can make event
registration as easy as a quick mobile
improvement in new hire retention conversation. Additionally, you can also share
required information with candidates ahead of
the event along with timely reminders.
Conversational AI makes tracking qualified
increase in productivity candidates simple and can schedule interviews
quickly. This can help make your hiring
events successful.

These developments are Seamless integration with

observed in organizations ATS and other TA systems
with an effective, well-built & Instead of using it as a point solution, more
employee friendly companies are leveraging conversational AI in
their end-to-end talent acquisition strategy,
onboarding process. But the
integrating conversational AI into their
current situation of the recruitment tech stack including ATS, job
onboarding process is far boards, CRM, assessments, recruitment
from employee expectations marketing tools, etc, to harness the full
potential of the technology. For example, with
in 88% of organizations. the integration with an ATS, conversational AI is
able to request information about a job
Most employees find the onboarding process requisition, screening questions, candidates
to be tiresome and thus can adversely impact and users. Based on the data retrieved from
candidate experience and set a negative tone ATS, and a configured conversation flow,
about your organization right at beginning of conversational AI guides the candidates
the employee lifecycle. It is important to make through the application process, create new
new recruits feel welcome and address their candidate profiles in ATS automatically, submit
queries in real time instead of burdening them applications, trigger interview scheduling by
down with extensive paperwork. moving candidates’ status in ATS, and more.

2. CONVERSATIONAL AI IN TALENT ACQUISITION 09

 03

JOB SEARCH

Improving
Hiring Metrics

Conversational AI is a high-value asset with apply and proceed further. Conversational AI

huge benefits. Within one year of using not only understands user intent and answers
conversational AI, General Motors was able to user queries but also provides all the
schedule more than 50,000 interviews and equired information and guidance to
reduced time to schedule from 5 days candidates helping them throughout the
to 29 minutes. application process. This results in considerable
reduction in candidate drop off numbers and
increased conversions.
Cast a wider net

With conversational AI, businesses can start a 40%

conversation with potential candidates. A good of Gen Z users consider
user experience and helpful conversation can
convert a browsing candidate into an applying
conversational AI
candidate. Organizations can also use QR important for an employer
codes and simple text advertisements allowing to have on the company
candidates to start a conversation easily via text career site.
messages through their mobile devices.

Improve candidate
Increase your experience from start
website’s impact to end

71%
organizations using coversational AI
The biggest benefit of conversational AI is that reported their candidates were
it streamlines the entire application process satisfied” or “very satisfied” with the
to make it easy and simple for candidates to experience. Zero negative response.

3. IMPROVING HIRING METRICS 10

 The stress caused by the pandemic, the blurring

50%
of organizations said the most lines between professional and personal life
important benefit is the
caused by the shift to remote work, the
improved candidate experience.
prolonged social isolation, the intensity of
recruiting jobs, including potentially difficult
Candidates will always appreciate the ease of partnerships with hiring managers, and the
communication over a chat regarding career pressure the Great Rehire has put on Talent
opportunities at any organization. If they are Acquisition professionals can collectively lead
able to strike a conversation through messages to severe recruiter burnout.
from the career webpage, they can ask
questions and discover more information about Conversational AI can significantly reduce this
the company and the job profile. burnout. It can help recruiters by automating
Conversational AI will be able to understand administrative tasks so that they can focus on
their intent and provide relevant information, people instead of systems. This will also reduce
thus solving their problems and elevating the the undue burden and help them create a
candidate experience. better work-life balance. Conversational AI will
help recruiters improve the hiring process and
Once the candidate decides to apply, enhance candidate experience without having
conversational AI can easily provide guidance to struggle tirelessly with administrative work.
regarding the application procedure and
interviews and further assist throughout the
hiring and onboarding process. Providing
Speed up the Hiring
helpful resources like application guidelines,
interview tips, hiring criteria and onboarding
Process
requirements, will make candidates
aware of the entire process and help them
prepare better.
improvement in time-to-fill

Moreover, integration of conversational AI

with ATS can streamline the interview increase in conversion rates within
scheduling process along with sending timely the first year of using conversational
reminders to candidates. This will build a AI, as opposed to not using it.
positive brand image and deliver a great
candidate experience. Conversational AI has the potential to
drastically speed up the hiring process. As the
majority of TA processes are automated,
Reduce Recruiter conversational AI enables HR professionals to
burnout focus on building quality conversations with
candidates and create moments that matter.
Interview scheduling, sending reminders to
of recruiters reported an increased candidates, addressing their queries, providing
stress at work since the pandemic information resources, tracking calendars and
outburst
other administrative tasks that required large
resource allocation can now be done in a smart
signaling a drastic stress increase way, saving time and cost. Moreover,
caused by the pandemic conversational AI improves the quality of hires
while speeding up the entire process.

3. IMPROVING HIRING METRICS 11

 Within first year of using conversational AI
Reduced Cost to Hire

With a lower candidate drop-off rate,

companies are able to save advertising dollars improvement in quality-of-hire
while keeping a strong talent pipeline. The
impeccable candidate experience delivered
during the hiring process ensures that
improvement in quality of applicant
candidates stay longer with the organization
while delivering great results. This reduces
the cost of hiring another candidate in the
increase in diversity of hires
near future.

3. IMPROVING HIRING METRICS 12

 04

Success Stories of
Global Organizations

4. SUCCESS STORIES OF GLOBAL ORGANISATIONS 13

CA S E ST U DY

United Overseas Bank Limited (UOB),

headquartered in Singapore with over
24,800 employees, provides a wide
range of financial services including
personal finance, wealth
management, private banking,
commercial and corporate banking,
transaction banking, investment
banking, corporate finance, capital
market activities, treasury services,
futures broking, asset management,
venture capital management
and insurance.

BUSINESS NEEDS
Without automation, UOB's recruiting team was spending a tremendous amount of time and
effort on analyzing resumes, scheduling interviews and determining the right match for the
required roles.

The recruiting team at UOB started hunting for a new solution that would enhance the efficiency
of their day-to-day responsibilities. They aimed to -

01 02 03
Automate the initial Enable instant Integrate with
screening process scheduling existing tools.
to identify candidates of qualified SAP Success Factors
possessing relevant candidates after (ATS) and Pymetrics
experience and thorough (assessment) —to
meeting the screening to create a seamless
fundamental expedite the experience for
requirements for the hiring process. candidates
job role. and recruiters.

To enhance the efficiency of the recruitment process, the team also wanted to integrate a
conversational assistant. This would enable the team to save a significant amount of time if a
conversational assistant handled the initial steps such as screening, scheduling, and inviting
candidates to complete the assessment.

4. SUCCESS STORIES OF GLOBAL ORGANISATIONS 14

 SOLUTION It was completely transformational, almost
instantly. UOB's team saved an enormous
UOB chose Paradox after a rigorous amount of time, candidates got through
selection process. The Paradox team the process faster, and the solution delivered
rolled up its sleeves immediately after a simple, convenient, and effective
the implementation kicked off to candidate experience.
ensure the solution perfectly aligned
with UOB's processes. This resulted in BENEFITS
some quick wins that transformed
their process in the following ways: In 2019, UOB won the prestigious Human
Resources HR Excellence Award for
Excellence in Recruitment as a result of its
accomplishments in the following areas:

Quick Apply 50% Reduction in Time-to-hire

Rather than fill out a long application,
candidates could now instantly apply
using Whatsapp. This helped the 16% Increased in Application-
to-offer conversion
candidates start a conversation with
UOB’s new conversational assistant
“Jonas" — who could respond in
multiple languages to accommodate
15% Increased in Offer
acceptance rate
UOB’s diverse talent pool.

96%
candidates rated their
experience positive

Automatic Scheduling
Qualified candidates who passed a
certain requirement threshold were
automatically scheduled for an “We view Paradox as a partner
interview by Jonas via WhatsApp.
who can help us push the limits
of what’s possible. There are so
many great opportunities to
streamline the process and deliver
exceptional experiences that
candidates just won’t find anywhere
Complete the full application
else. We want to automate more
Upon completing the interview, and more tasks to free-up our
shortlisted candidates would receive recruiters and allow them to focus
an offer immediately and were invited
on more business-critical and
to complete the full application on
high-value work.”
Success Factors.

Jay Chan
Head of Talent Acquisition, UOB

4. SUCCESS STORIES OF GLOBAL ORGANISATIONS 15

CA S E ST U DY

McDonald’s, the American

quick-service restaurant company, is
the world's largest restaurant chain in
terms of revenue. It is undisputedly
one of the most recognized brands
across the globe. Headquartered in
Chicago, Illinois, McDonald’s serves
nearly 70 million customers daily in
100 countries across 39,000 outlets,
including both corporate-owned and
franchise-owned locations.

BUSINESS CHALLENGE
A designated recruiter or a recruiting function is typically absent from restaurants, retail
establishments, & franchise-operated businesses. The absence of a recruiter posed a severe
challenge for McDonald’s hiring strategy. But this also presented an opportunity to identify effective
tools and technologies that could streamline the process. These tools could be offered for
mandatory use in corporate-owned restaurants and elective use in franchise owned restaurants.

01 02 03
High hiring volume Recruiterless hiring. Relying on
with over 1 million Restaurant managers multiple platforms
hourly employees don the hats of for hiring, making
annually in the recruiters and the entire process
U.S. alone. hiring managers in more complex.
addition to
restaurant operations.

4. SUCCESS STORIES OF GLOBAL ORGANISATIONS 16

SOLUTION
McDonald's sought to identify a recruiting solution that provides a consistent hiring experience
similar to their customer experience.

They Launched McHire, powered by Paradox’s Olivia, an AI-enabled recruiting assistant.

Olivia delivered a personalized candidate experience by radically simplifying the application

process through a ‘text-to-apply’ functionality.

BENEFITS

1 The adoption rate of McHire is

unprecedented and highly significant,
“Olivia answers candidates’
with nearly all franchisees choosing
to use the tool in less than two years.
questions throughout the hiring
process, ensuring that candidates
are constantly engaged rather
than having to wait for a hiring
2 McHire has completely replaced the
ATS and serves as a unified channel manager to respond, or wait
supporting all of McDonald’s Corporate for an interview to get scheduled.
recruiting and hiring needs. For hiring managers, it gives them
hours back in the week to be able
to focus on restaurant operations,
employees, and customers.”
3 McDonald’s corporate restaurants
in the U.S. have delivered a 95%
positive candidate experience through Alexa Morse
McHire and a over 60% reduction Director, Workforce Planning & Talent
in time to hire. Acquisition, McDonald’s

4
McHire has been adopted by 90%
of the franchises globally, despite
being optional for franchises to deploy.

4. SUCCESS STORIES OF GLOBAL ORGANISATIONS 17

CA S E ST U DY

A NON-PROFIT
HEALTHCARE ORGANIZATION

The client is a reputed healthcare

service provider and is one of the
largest community-based, locally
governed health system in
Washington with over 20,000
employees. They provide primary
care, specialty care, emergency and
urgent care along with other
healthcare services to communities
across Washington state.

BUSINESS CHALLENGE
The Non-profit healthcare organization traditionally used career events to expedite the hiring for
a wide range of positions. However, they were forced to change the way they think and operate
during COVID-19 pandemic.

01 02 03
Engaging candidates Finding candidates Large scale hiring.
virtually. with the right intent.
HR teams were
Hiring managers had Being a non-profit, concerned about
trouble simulating an they were looking for largescale hiring
excellent candidate people that care within a short period
experience online about their community of time without
without hosting and are in it for the compromising the
career events. right reason. They had candidate experience.
to discuss candidates’
prior experiences from
across the table.

4. SUCCESS STORIES OF GLOBAL ORGANISATIONS 18

 SOLUTION BENEFITS

The Non-profit healthcare institution Since launching Olivia’s virtual events

implemented Paradox's virtual hiring capabilities, the client was able to achieve
events and launched their first event. the following:

Tailored Event Approach

Paradox’s conversational AI recruiting
25% Increase in event hires

assistant, Olivia, helps them create

specific virtual events for different
departments and locations, so that they 75% decrease in event cost
(from an average of $4,000
can focus on actual needs, and cut out
to $1,000)
unnecessary expenses and work.

Find and Track Suitable Candidates

Olivia helps them find and track
22% decrease in the average
cost-per-hire.
suitable candidates that they would have
missed otherwise.

Olivia pre-screens event attendees,

quickly determines their interests and
eligibility, and connects them to the right
hiring manager.

Available 24/7 “One of the most amazing

Olivia is available 24/7 to assist aspects of Paradox’s virtual
candidates. Olivia greets candidates events is making them available
when they enter the event, answering any
to workers on their mobile
questions they have about the position or
company, and connecting them to a devices. A lot of our candidates
hiring manager for a virtual meeting. are already working other jobs,
sometimes working night and
weekend shifts.”
Delivering Enhanced
Candidate Experience Recruitment Marketing Team Leader
Olivia delivers an enhanced Candidate Non-profit Healthcare Organization
Experience in the virtual setting and
empowers candidates to join the event
through their mobile devices. The
additional flexibility to chat with hiring
managers on-demand amplifies the
candidate experience further.

4. SUCCESS STORIES OF GLOBAL ORGANISATIONS 19

 05

Looking Ahead

Applications in Talent Acquisition

The global conversational AI market is expected to reach US$14 B by 2025 (growing at a CAGR of
22% during 2020-25). It is one of the highest patented domains in the past few years and by 2022,
70% of white-collar workers will interact regularly with conversational platforms as per Gartner.
Furthermore, the volume of interactions handled by conversational AI increased by as much as 250%
across multiple industries. Around 90% of companies mentioned faster complaint resolution and over
80% reported increased call volume processing using conversational AI solutions, according to a
recent survey. Hence, the future of conversational AI seems bright and quite promising.

AREAS WHERE CONVERSATIONAL AI

HR readiness plan
TECHNOLOGY CAN IMPROVE FURTHER

Build technology Change Management,

to better adapt to Communication &
complex scenarios Implementation Strategy

Moving to Personalized Employee training

engagement from on use of
mere conversations conversational AI

Collaboration between IT and

HR teams for implementation Greater Leadership Support

5. LOOKING AHEAD 20
Implementing
conversational AI:
Ethical Dimensions TRANSPARENCY
The use of any kind of “black box” AI that
does not meet professional standards set
forth by international organizations like the
Today, ethical use of AI standards is one of the Organisation for Economic Co-Operation
and Development (OECD) must be avoided.
biggest prerequisites for global HR teams
looking to adopt any piece of HR Technology.
Below are some of the ethical dimensions that
we suggest to verify with the HR Tech vendor
before implementing conversational AI.

BIAS-FREE
There must be a strong mechanism to
evaluate and exclude biases and limit
scalability of existing biases in the talent
acquisition processes. The product/service
must ensure fair, measurable and legal hiring.

ROBUST, SECURE
AND SAFE
Data Privacy and Cybersecurity are critical.
AI systems in talent acquisition must be
robust, secure and safe throughout their entire

Hi! lifecycle so that in conditions of normal use,

foreseeable use or misuse, or other adverse
conditions, they function appropriately and do
not pose unreasonable risk.

ACCOUNTABLE
There must be proper documentation of
accountability of each AI vendor for the
proper functioning of AI systems based on
their roles, context, and consistency with
best practices.

5. LOOKING AHEAD 21
Discover the potential
of conversational AI for
your organization

The digitalization wave has had a great Which use case are you planning to target?
influence on organizations across industries. An
increasing number of organizations are realizing How would you like candidates and employees
the importance of technology and embracing to perceive your employer brand?
new ways to incorporate smart solutions to
enhance their efficiency and business outcomes. What channels do candidates use to
Conversational AI is one such smart solution communicate with you?
that promises to transform the HR business
function. If you are looking to harness the true How can you use conversational AI to support
potential of technology and transform your your organization’s goals and objectives?
hiring and TA process, conversational AI
is your answer. How do you join existing channels to create a
personalized experience?
To discover the potential of conversational AI
for your organization, you need to answer How will you prioritize the different use cases of
a few questions - conversational AI?

STRATEGY PHASE VALIDATION PHASE

What are your existing pain points to What are your plans for testing the new
understand the problem/s you are trying technology and proposition?
to solve?
What is the correct use case to prove value
Have you explored technologies that while minimizing risk?
complement or enhance your current
tech stack? How do you establish the knowledge base
and content needed to enhance conversational
Who are your key stakeholders? AI technology?

5. LOOKING AHEAD 22
What are the recruitment processes that need Do you have any broader use cases or
to be changed as part of the future state and geo-region expansion that could benefit from
which stakeholders will be impacted? the same technology & process model?

What’s the current effort and time spent on the What are your criteria for scaling up or down
various recruiter tasks that can be automated by
your project?
conversational AI?

How do you measure success?

As technology becomes an integral part of
every business function, organizations need to
strategically leverage the smart solutions to
streamline their daily administrative tasks.
INTEGRATION PHASE
The HR function is transforming into a
business critical function with the
introduction of HR Technology. To stay ahead of
Will the conversational AI solution be integrated the curve, HR teams need to think innovatively
into the existing systems or work standalone?
and embrace tech-driven hiring solutions that
create better experiences for users (candidates,
What are the resources, partners, and platforms
hiring managers, recruiters, etc.) and save the
you'll need to maintain the solution?
organization time and money.

Does your organization need to change its

staffing capacity or structure to support future Conversational AI is growing in popularity and
state recruitment tasks? more businesses are deploying this smart
technology to streamline their hiring, talent
What platforms or partners could better enable acquisition and onboarding process. Greater
service delivery? emphasis is levied on enhancing the candidate
experience as it can prove to be the difference
between acquiring and losing top talent.

ADOPTION &
SCALE UP PHASE

How can you make it easier for people to adopt

the solution?

How do you maintain or improve ongoing

system adoption?

How would you execute the change

management plan?

What are the necessary operating models and

governance structures for your project? 

5. LOOKING AHEAD 23
References

https://www.paradox.ai/

https://www.paradox.ai/products/olivia-hourly

https://www.paradox.ai/ethical-ai

https://www2.deloitte.com/us/en/blog/human-capital-blog/2020/automating-hr-service-delivery-
demystifying-the-conversational-ai-market.html

https://www.ibm.com/in-en/watson/watson-works

https://www.ibm.com/in-en/artificial-intelligence/ethics

https://www2.deloitte.com/content/dam/Deloitte/xe/Docments/human-capital/HR%20 intelligent%
20assistants.pdf

https://www2.deloitte.com/content/dam/Deloitte/au/Documents/strategy/au-deloitte-conversational
-ai.pdf

https://www.pwc.nl/nl/assets/documents/artificial-intelligence-in-hr-a-no-brainer.pdf

https://futr.ai/stories/

https://www.ibm.com/services/talent-management

https://starred.com/blog/recruiter-burnout-causes-symptoms/

https://www.aptituderesearch.com/wp-content/uploads/2021/09 /Apt_Paradox_Report-0721_
Final-11.pdf

https://www2.deloitte.com/content/dam/insights/us/articles/6445_a-conversational-journey
/DI_A-conversational-journey.pdf

https://www.iadvize.com/en/conversational-ai-playbook

https://www.cognizant.com/content/dam/connectedassets/cognizant-global-marketing/marketing
-channels/cognizant-dotcom/en_us/insights/documents/achieve-unmatched-user-experiences
-with-conversational-ai-codex5468.pdf

24
Launched in 2016, Paradox is building the world's leading conversational recruiting software to drive
automation with a human touch. Serving global clients with hiring needs across high-volume hourly and
high-skilled professional roles, Paradox's conversational assistant Olivia does the work talent teams don't
have time for — streamlining tasks like screening, interview scheduling, and more through fast, easy,
mobile-first interactions.

In just six years, the Scottsdale-based startup has earned the trust of the world's largest employers —
including Unilever, McDonald's, CVS Health, Lowe's, and General Motors — and won numerous awards,
including Human Resource Executive's Best HR Product of 2019 and 2021, and consecutive honors in 2020,
2021, and 2022 as one of Forbes Top Startup Employers. The company was recently ranked the fastest
growing company in HR Tech by the Deloitte Fast 500. To learn more about Paradox’s product, visit
www.paradox.ai.

Paradox Resource Centre

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