Relying solely on chatbots for addressing employee concerns may diminish the human touch: Shashwat K Mitra, CHRO, KPIT

The rise of HR tech promises a future of streamlined processes and instant employee support. Chatbots, for example, can answer basic questions about benefits, payroll and company policies 24/7. However, while chatbots excel at answering basic questions and streamlining processes, they lack the empathy and nuance needed for sensitive issues. Employees might feel unheard or frustrated navigating automated responses.

In this context, and to understand more about the HR Tech Trends, ETHRWorld interacted with Shashwat K Mitra, CHRO, KPIT, at ETHRWorld Nextech HR Summit India 2024 held recently in Gurugram.


What are your views on the ETHRWorld Nextech event?

I think the quality of the speakers and the curation of the topics are the two things that really stand out to me. These aspects make a huge difference for any event like this, and I can see a lot of thought and effort that has gone into them. So, kudos to the team for their excellent work!

What HR tech trends excite you the most (and the least)?

What excites me most about HR tech trends is the potential impact of the AI wave. The possibilities it opens up are truly fascinating. However, what concerns me is the extent to which it may overshadow the human aspect of understanding individuals—the empathy and deeper connections with those we work with or communicate with through our phones.

Beyond cost savings, what key metrics do you use to measure the success and impact of your HR technology investments?

The key metrics I use to measure the success and impact of our HR technology investments are:

Experience: The quality of the experience offered is paramount.

Time to Solution: How quickly are we able to find and implement solutions to HR challenges? A shorter time to solution indicates efficiency and effectiveness of the technology.

Depth of Analysis and Decision Quality: The ability of the technology to provide in-depth analysis and improve the quality of decision-making processes is crucial.

These metrics help gauge the overall effectiveness and value of our HR technology investments beyond just financial considerations.

How much tech is "too much" in HR?

Determining how much tech is "too much" in HR is subjective and depends on finding the right balance between efficiency and human connection. For example, relying solely on chatbots for addressing employee concerns may diminish the human touch and empathy necessary for resolving more complex issues. On the other hand, implementing simple automation for acknowledging emails can enhance efficiency but may leave employees feeling disconnected if they crave personalised responses. Striking a balance where technology enhances processes without sacrificing human interaction is key to finding the optimal level of tech in HR.

Can you share a specific example of how HR tech has transformed a key HR process within your organisation and the positive outcomes it achieved?

So, our organisation at large is at the cusp of a transformation in the field of HR tech. However, one specific example of how HR tech has transformed a key HR process within our organisation is through the implementation of an in-house developed 360-degree measurement tool. Despite being relatively low-tech compared to some of the more advanced HR technologies available, this tool has had a significant positive impact.

The 360-degree measurement tool allows employees to gather feedback from their peers, team members and superiors, providing a comprehensive view of their performance and areas for improvement.

This tool has several key benefits:

Increased Reflection: By soliciting feedback from multiple sources.

Identification of Blind Spots: The tool helps employees identify blind spots in their performance that they may not have been aware of.

Grounded Feedback: By providing both subjective and quantifiable feedback, the tool ensures that employees receive balanced and actionable insights into their performance.

Overall, this simple yet effective low HR tech solution has contributed to a culture of self-awareness and professional development within our organisation.