- Client: NDA – An international HR service provider
- Services Provided: Conversational Interfaces
HR Legal counsel chatbot
Our customer offers different HR services, including HR related legal counsel in specific domains. This service already included a rather advanced FAQ page, but to make this content even more available and consumable for their customers, they wanted to develop a conversational interface or chatbot.
Because of the specific (legal) terms and language used in the context, we chose to collaborate intensively with a linguistic expert, who could help us build the vocabulary necessary to train our model and NLP for this chatbot.
Man-in-the-middle bot testing
Because that chatbot deals with legal content and offers legal advice, the so-called ‘confidence level’ of the answers the bot gives should be as close as 100% as possible. This is why we chose to do a closed release and an internal testing phase of 1 month at our customer. During this month, the bot wasn’t directly communicating with customers, but suggested the answer to a call-center employee of our customer, who then had to confirm if the answer was correct or not. This way, we could train the bot with live content and avoid errors at the same time.
The intensive linguistic analysis and internal training resulted in a very solid bot implementation. The end goal of developing a system that’s more intuitive and user friendly than the previous FAQ page has been successfully met and we’re now looking at other use cases for chatbot technology with this customer.