Adecco

Overview

Two threads from the same relationship. The first was operational: the territories' content managers asked the rollout team the same Sitecore questions by hand, in office hours, and raised ServiceNow incidents manually when they were stuck. The second was strategic: the joint innovation workshops run with Adecco in 2018, where I brought the ideas.

The digital assistant

Designed in November 2017 as a first point of contact on Skype for Business, the channel the teams already used. A question is verified against Active Directory, LUIS resolves the intent, QnA Maker looks for an answer in the ServiceNow knowledge repository and returns it; if the user is not satisfied, a ServiceNow incident is raised automatically and status flows back to them. The first use cases were the questions that clogged the queue: setting up an email template, creating a 301 redirect, uploading images, editing and personalising content. Twelve weeks to go live with two use cases, then a monthly release roadmap towards multilingual support and automated resolution. The risks slide said what most bot proposals of that year did not: the intelligence in such implementations is far less than superficial appearances, so define expectations accordingly. The same pattern was proposed outward for candidates and associates: application status, interview scheduling, payslips, contract dates and leave, across channels. The CMS support assistant and an Adecco job search assistant were built as proofs of concept.

The co-creation ideas

Written as need, concept and benefit, each with its audience. Skill Academy: rate ungraded skills by platform, crowd or peer, deliver micro-training, prepare upgraded resumes, and sell it to corporate clients. A machine learning pricing engine to end the deviations that lost business. Chatbots and virtual assistants for associates and candidates. Candidate recovery: mine previous candidates, score the match, and above 80 percent send the opportunity automatically. And MY Adecco, market yourself with Adecco: a platform where candidates present themselves and wait for matching opportunities, with verified profiles that companies pay to reach. Adecco Wallet, bots for hire and virtual recruiting stayed on the table. Four were shortlisted for the August 2018 co-creation workshop.

Why it matters

The candidate-owned profile is the idea I keep coming back to. It was right in 2018, and the market has moved towards it since.