build or buy chatbots?

Hello HR Brain Pickings readers! 👋 

In today’s edition

1. Agenda for the AI x CX Conf. Happening This Week
2. [RECAP] AIxHR Playbook | November Edition
3. 🟢 Always On Feedback with EngageWith
4. 🔓 Unlock Resource | Best Practices for Protecting Employee Data When Using AI
5. Recommended Reading 📚️

Agenda for the AI x CX Conf. Happening This Week

Session 1: Chatbots for Customer Experience—Build or Buy?

With Erin Maechler

⏰ 1 - 1.30 PM ET
Erin explores the pros and cons of building versus buying chatbot solutions, helping you decide on the best approach for a seamless customer experience.

Session 2: Panel Discussion: Unifying Customer Insights with AI: A Data-Driven Approach Across Touchpoints

Panelists: Timir Naik, Jolanta Oliver, Nate Brown
Moderator: Kartik Mandaville

⏰1.30 - 2.15 PM ET
Join top leaders as they discuss how AI can unify data across the customer journey, delivering insights to personalize and optimize customer support.

Session 3: Making AI Work: How Large Enterprises Can Select and Implement the Right CX Tools

With Alex Laverty

⏰ 2.15 - 2.45 PM
Alex guides enterprises in choosing and implementing AI tools, followed by a live Q&A on best practices for scalable and goal-aligned AI integration.

[RECAP] AIxHR Playbook | November Edition

Hey, HR Brain Pickings crew! For the next few editions, I’ll be recapping the latest sessions from our recent AI x HR conference, including all the tools mentioned recommended by the industry leaders. If you missed it, don’t worry—you’ll still get all the insights and takeaways right here! 🤩

Session 1 with Yan Gelman

We kicked things off with a poll, asking attendees how feedback is handled in their organizations. Not surprisingly, 41% of the group said they utilize continuous feedback—a promising trend! 

Yan emphasized the importance of real-time feedback, comparing it to training a puppy: “If you don’t address behaviors immediately, the lesson is lost.” This analogy really resonated, reminding us that timely feedback helps reinforce positive behaviors and correct issues before they grow.

This really set the stage, highlighting the importance of timely feedback in building a responsive workplace.

The Domino Effect 🚨

Yan then dove into the dangers of ignoring employee feedback, painting a vivid picture of how damaging it can be. “Imagine a time when you felt ignored in a group conversation. Frustrating, right? Now imagine that happening regularly at work,” he explained. Yan outlined the cascading effects of dismissed feedback:

Yan likened ignored feedback to a “domino effect,” where a single overlooked concern can spiral into widespread dissatisfaction and disengagement.

The Cost of Ignoring Feedback 💸

Ignoring feedback can be costly for the organization. 

▶️ Yan shared an eye-opening statistic: “Globally, the cost of disengaged employees is estimated at $9 trillion—more than the GDP of many countries.” 

▶️ Beyond lost productivity, Yan pointed out that turnover costs can range from 50% to 200% of an employee’s annual salary due to recruitment, training, and the hit to team morale.

▶️ Yan also highlighted the legal and compliance risks of ignoring feedback, particularly around sensitive issues like discrimination or unsafe working conditions. “Ignoring these concerns isn’t just risky—it can lead to lawsuits, fines, and damage to your company’s reputation,” he noted. For detecting bias or issues in feedback, Yan suggested tools like Textio that can catch problematic patterns early.

▶️ Yan also discussed the external consequences of ignored feedback. “Negative reviews on platforms like Glassdoor and Indeed can hurt your brand, deterring top talent and even customers,” he warned. For companies that care about their brand image, Yan recommended Sprinklr to monitor online feedback and manage reputation proactively.

AI Tool Recommendations: How AI Can Help Capture and Act on Feedback 📊

Yan then introduced how AI tools can be a lifeline for collecting and analyzing feedback without overwhelming employees. 

▶️ Look out for Survey Fatigue: For those worried about survey fatigue, he recommended using AI-driven sentiment analysis tools like Leena AI: “Think of employee engagement like an air conditioner—if it’s working, no one notices. But when it fails, everyone’s uncomfortable.” 😅

▶️ Capture Employee Sentiments: For predictive analytics on engagement and turnover risks, Yan mentioned Eightfold.ai, which identifies engagement trends and flags potential issues before they escalate. These tools make it easier for HR leaders to stay ahead of disengagement and turnover by monitoring trends.

▶️ Remember to Keep the Human Element: Yan reminded us that “AI is a tool to support your work, not replace your unique input.” Yan recommended smaller, specialized tools like WorkTango, TinyPulse, and Glint, which cater to nuanced HR needs and provide actionable insights without sacrificing the human element.

▶️ Keep it 360: Yan also recommended 360-degree feedback tools like 15Five and Reflektive for gathering input from all levels within the organization, providing a comprehensive view of employee sentiment and areas for improvement.

To wrap up the session, we posed one last poll to the audience:

Yan’s parting message was a powerful one: while AI is a fantastic tool, it’s still just that—a tool.

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🟢 Always On Feedback with EngageWith

How EngageWith can help you establish a system of continuous feedback

• 360° Feedback in real-time, directly from their workspace in Slack with just a few clicks.
• Employees can share or receive feedback instantly inside Slack
• Employees can share their constructive feedback anonymously without fear of judgment or repercussions. 
• Encourage threaded discussions between the feedback giver and receiver, ensuring issues are addressed until resolved.

🔓 Unlock Resource | Best Practices for Protecting Employee Data When Using AI

AI systems handle vast amounts of sensitive information, making data security and privacy essential. As AI becomes increasingly integrated into HR processes, protecting employee data is more critical than ever.

In this guide: Best practices for safeguarding employee data when using AI in your organization.

Recommended Reading 📚️

1. 📖 Lessons: EY firings highlight multitasking, professional training woes

2. 🤝 A-Team! 'Companies are missing out': Making the case for a CHRO and CIO collaboration

3. 🧑‍💼 Election-Ready? HR professionals must brace for election fallout

That’s a wrap for today!

Got any additional feedback for me? Let me know! 👇️