Project Manager at SoftwareSupport
Time of the project: 1 month
Scope of the project:
Expert responsible for project’s completion:
Michael Karas, SoftwareSupp Project Manager
The recruitment process has evolved a lot in recent years. Companies can choose from multiple strategies to interact with candidates. Recruitment chatbots have become more popular as they take over a part of the workload of the HR team. With well-designed automation, the recruiter can save a lot of time at the first stage of the recruitment process.
When a company is the growth stage, the team needs to manage many job applications at the same time. To make their work easier, you can automate a part of the process and give candidates an alternative way to learn more about the company.
LG Chem is the largest Korean chemical company. Their headquarters are in Seoul, but they have offices and facilities are located in many locations around the world. LG Chem manufactures chemical products, petrochemicals, and many types of batteries. The company’s motto is: "We connect science to life for a better future.”
As a global manufacturing company, LG Chem has multiple open positions at a time. The “recruitment chatbot” project was completed for the company’s Wrocław facility called LG Chem Wrocław Energy. They employ numerous professionals with scientific backgrounds and are targeting different levels of experience and specialization. They need an efficient recruitment process to ensure continuity and quality of production.
LG Chem was searching for Quality Assurance Specialists, SQA Engineers, Shift Managers, Technicians, Customer Support Specialists, Electricians, Accountants, HR Specialists, and Interns. The recruitment team had a lot on their plate and needed a smart automation process that would help them answer the candidates’ questions and store resumes for specific positions. As many candidates contacted them via their Facebook page, they wanted to create a chatbot that would help the team manage the real-time conversations.
At SoftwareSupp, we connect the companies with the most suitable experts for the project they want to complete. We made sure to choose the automation expert that has experience in building chatbots. We needed a person that would not only create the chatbot flow but also write messages that would engage the users.
On the SoftwareSupp platform, you can find experts from around the world that specialize in different types of tasks. The recruitment bot was to be designed for the Polish market, so we chose the expert who was a native Polish speaker.
LG Chem wanted to place their chatbot on their Facebook page. They needed the software that would run smoothly with Messenger, be easy to use, and allow them to design engaging dialogues.
Even though there are many interesting chatbot options on the market, Chatfuel was the obvious choice for LG Chem. The software is designed specifically for Messenger and Instagram conversation, so it matches perfectly the client’s expectations.
What’s more, Chatfuel is a no-code platform, so the LG Chem team was able to add changes to the conversation flow on their own once the bot was set up.
To design the right chatbot flow, it’s necessary to describe the users’ goals and most common questions. Then, they need to be translated into a logical conversation structure. Chatfuel gives you the building blocks that allow you to easily create your own chatbot.
LG Chem wanted to inform the candidates about the open positions, answer the most common questions, and follow up with the application form. Their recruitment flow consisted of the following steps:
The chatbot’s flow needs to be flexible as the users can follow multiple conversation paths during one interaction. For example, they might be interested in several positions or go back and browse “Benefits”. A well-designed chatbot will ensure a smooth transition between these topics.
In Chatfuel, you can choose from various plugins you can use to design the conversation flow. You don’t have to send only plain text messages — add images, videos, or predefined buttons with responses. You can also change the way the message is shown using the carousel view.
For this chatbot, we used the carousel view to present the job openings that are available. This solution allows for the message to be clearer and more concise.
To make sure the data is securely stored and that the company is fulfilling all the requirements related to the GDPR, we added a disclaimer before the application form appears. Only when the candidate agrees to data processing, the recruitment process can take place. Otherwise, their CV can’t be transferred to the recruitment team.
To be able to gather emails from the candidates, LG Chem also needs to acquire their consent to data processing. At the beginning of the conversation, the users have an option to subscribe to the mailing list and agree to receive information about future job openings.
The SoftwareSupp consultant was responsible not only for the technical part of the project but also for creating the messages that the bot sends to the applicants. Designing a smooth dialogue structure is necessary to get a high number of applications.
We agreed on the chatbot personality with the LG Chem team. For this chatbot, the messages were designed to be casual, yet professional. The goal was to encourage people to learn more about the company and apply for open positions.
Once the candidate chooses their preferred position, the bot sends them a detailed job with requirements and activities that the person would perform during their typical workday. Some longer messages were split into two to keep the conversation more dynamic. For example, one message included the requirements for the job and the next one included the benefits the company offers.
With Chatfuel’s AI rules, you can choose phrases that will trigger the desired response. If the user types in “hello”, the bot should naturally respond with a welcome message. It’s OK to rely on predefined buttons, but we need to be aware that people will also write their questions in the chatbots.
With this automation, the users can talk to the bot in a more convenient way. Based on the specific set of words they use, the chatbot will understand where to direct them
It may be a surprising fact, but slowing down the chatbot is actually a good practice. Bots have ready-to-use replies that can be sent instantly. However, it’s better to program the bot to show its response with a delay and display the “typing” emoji first.
This trick makes the conversation more natural. When you talk to a real person they don’t send you a three-paragraph message in a split of a second. Naturally, it takes time. To make the interaction more human-like, it’s advisable to slow down your bot a little bit and show the “typing” emoji.
With Chatfuel, the candidates can send their resumes via Messenger. Once the chat is completed, it triggers an email notification with all the necessary detail that’s sent to the HR department.
Thanks to the chatbot automation, recruiters get the full information about the candidates delivered to their inboxes. They can save a lot of time and focus on finding the most suitable candidates for the company
The LG Chem team gained a new recruitment tool that helped them manage the workload of the HR department. The recruiters didn’t need to instantly respond to the chat message, which allowed them to save time and prioritize their tasks according to their impact, not the urgency.
With the chatbot automation, the candidates were able to learn more about the company and get answers to the most common questions. The application process was simplified and available on the most popular social media platform which contributed to the number of applications the team received.
Letting a chatbot help you with a recruitment process can be beneficial for any company that experiences high volumes of applications. If you design a conversation flow that is both friendly and well-structured, you can start building a positive relationship with the candidate even before the actual interview.
Project Manager at SoftwareSupport
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