HR with an AI Conversation Analytics

Summary: 

An AI-powered  communications solution allowed recruiters to save time, improve communication quality, and enhance customer service by automating repetitive tasks and providing actionable insights.

Client: 

Randstad is the top HR services provider globally and a leading employment and staffing agency, operating across 700 locations worldwide. The company was founded in 1960.

Problem Statement: 

With 50,000 employees supporting millions of businesses and job seekers worldwide, effective communication is essential for Randstad. However, their existing approach of using different phone systems at each location had become inefficient. Managing numerous individual local desktop applications was difficult, and ensuring consistent service quality across all locations was nearly unmanageable. They required a solution that could accommodate their extensive global workforce.

Results:

• Achieved a 10% time savings with transcriptions and 5 hours per week with integrations.
•  Accelerated the candidate screening process.
• Simplified user management and administration.
• Enabled the quick addition of new users and the rapid setup of contact centers.

AI Solution Overview:

Dialpad’s AI-powered communications platform is a cloud-based solution designed to streamline and enhance business communication through the use of AI. It integrates voice, video, messaging, and contact center features, making it a unified platform for internal and external communications.

The platform uses natural language processing (NLP) to transcribe calls and voicemails in real-time, turning voice data into text that can be easily searched and referenced later.

AI analyzes conversations as they happen, offering real-time recommendations and insights, such as alerts for action items or reminders to follow up, ensuring that important details aren’t missed during the conversation.

This allows Randstad’s recruiters to simplify the administration of communication systems across multiple locations. Randstad can easily add new users, create contact centers, and manage teams globally through a central interface.

References: 

1. Randstad scales its global HR enterprise with a single Ai voice solution. https://www.dialpad.com/customers/randstad/
2. Randstad: Leveraging Cypherium’s blockchain on Google Cloud to speed up business processes. https://cloud.google.com/customers/randstad
3. How to Use AI to Analyze Phone Calls and Improve Your Customer Experience. https://medium.com/@BiglySales/how-to-use-ai-to-analyze-phone-calls-and-improve-your-customer-experience-c6b64e46479c

Industry: Human Resources

Vendor: Dialpad

Client: Randstad

Publication Date: 2024